Verint Open Platform

Delivers AI Business Outcomes Now

The Verint Customer Engagement Cloud Platform

The Customer Engagement Company1Take Your Contact Center Out of thePast with AI Business Outcomes NowAchieve Your Strategic Objective toReduce Costs and Elevate CX

In the past, contact centers selected their voice channel technology todrive call routing. Those telephony-centric solutions required a large
workforce with minimal AI and automation. More and more workers
were needed to keep pace with the increasing volume of interactions
and higher customer expectations. Brands realize that hiring moreworkers and increasing labor expenses is no longer a sustainable
solution and they need AI business outcomes now. To achieve theirstrategic goals, they need a new approach to increase CX automationin their contact centers.

With CX automation, brands can lower costs while simultaneously
elevating customer experience (CX). CX automation drives strategic
benefits, making it a top priority for every contact center. Your brandbecomes more differentiated with AI-powered bots augmenting
your people. Recent advances in AI technology make CX automation
possible. Now.
Read on to learn about how Verint’s differentiated open platform isdesigned to increase your CX automation and deliver AI businessoutcomes now in your contact center.

Contact Center:Contact Center:• Telephony-Centric Platform• Pressure to Hire More People• Hard to Deliver CX Expectations• AI Business Outcomes• AI-powered Bots Augmenting People• Elevated CX With Same Resources

Past

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FutureThe CX Automation Company™

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Your Choices For Your Journey to Increase CX Automation
The enormous benefits of CX automation make it a critical strategic objective, but there are different approaches customers can choose for their
CX automation journey.
One approach is open and modular. You can add AI-powered
applications and bots at your own pace and realize AI businessoutcomes at every step in your journey. With this approach, you cansee ROI quickly, minimize disruption, and address your most pressing
business priorities first.

AI business outcomes now!

Another approach is a one-step transformation from on-premises tothe cloud. These “rip and replace” projects completely replace thecontact center with new infrastructure. With this approach you willneed to manage complexity and disruption, and you will delay AI
business outcomes until after the cloud transition.

“Rip and Replace”
takes years

Verint Open Platform allows contact centers to choose either approach on their journey to increase CX automation. Verint Open Platform is flexible
and modular, allowing you to keep your existing investments and add AI-powered applications and bots at the pace that works for your business.

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Verint Open Platform: Designed with Data and AI at the Core
Platform delivers broadest capabilities and easily connects with your existing applicationsListen, analyze, and act

Improve quality of people and bots

Elevate CX with lower costs
Become a data-driven operation

Verint Open Platform

Automate interactions

Use AI for contextual routing

Increase containment rates
Deliver AI business outcomes

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Open Approach Provides Flexibility, Modularity, and Future-proofs Your Investment
Flexibility
A contact center was looking to modernize, with a strategic objective
to elevate CX while also lowering costs. They needed flexibility toavoid a risky and disruptive “rip and replace” migration project that
could take 1–2 years with uncertain business outcomes. With Verint,
the contact center maintained the solutions they liked (on-premises
and in the cloud), added AI-powered bots right away to address theirmost pressing challenges, and started seeing ROI from AI businessoutcomes now.
Modularity
A contact center had very high workforce attrition, costing themmillions of dollars. They needed results immediately. With Verint’s
modular platform, they added Verint TimeFlex Bot to their existing
contact center ecosystem without disruption and were able toquickly empower their agents with the work-life balance they expect,
improving retention and elevating the employee experience (EX).

Verint Open Platform

Future-proof
A company had already made a big investment in AI and standards
for LLMs. Their contact center needed AI business outcomes now,
but was mandated to use the LLMs approved by the IT organization.
With Verint, these LLMs were imported into the open platform core,
immediately available to all the applications and bots running in theplatform. As new AI models become available—from the customer’s
proprietary LLMs, from Verint, or other leading AI vendors —they arequickly incorporated, future-proofing the investment in Verint Platform
and quickly delivering additional AI business outcomes now.

Watch the Video: The Power of OpenThe CX Automation Company™

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Behavioral Data Makes Your Entire Contact
Center a Data-driven Operation
Behavioral data consists of the interaction, experience,
and workforce data that is created every time a customer
interacts with your brand. For many contact centers, thisbehavioral data is locked up in many silos, and it is hardto access or use for deriving critical business insights.
Verint connects data silos into a unified data hub that can beeasily accessed and leveraged to empower agents, supervisors,and managers with insights. Verint turns your contact center
into a highly efficient, data-driven operation. The Verint
team of AI-powered bots trains on the behavioral data in the
Verint Data Hub, the “bot gym,” and the data is continuously
leveraged to maximize your AI business outcomes.

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40 AI-Powered Bots, Each Driving
Specific AI Business Outcomes Now
Successfully increasing CX automation requires an AIcentric platform. Verint Da Vinci™ AI is designed at theplatform core to infuse the latest AI innovations to all theapplications and bots running in the platform. Verint Da
Vinci AI is the platform’s “bot factory,” where we combine
the best commercial, open source, customer-provided, andproprietary AI models to create our team of AI-powered bots.

Increase
containment

ElevateCX

Reduce callduration

Each AI-powered bot is created in the Verint bot factory, trains
continuously in the Verint bot gym, and is embedded in existing
workflow to augment agents, managers, and other roles acrossthe organization. The bots place AI at the fingertips of the human
workforce to increase workforce capacity and elevate CX.

Increase agentcapacity

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Verint is Your Trusted Partner toDeliver AI Business Outcomes, Now
You can rely on Verint for leading cutting-edge innovation, acompletely open approach, and dedication to customer success.
Verint Open Platform has been recognized for CX automation
leadership as well as excellent customer ratings. We serve
thousands of contact centers across the globe, with four
million agents currently using our platform and expanding withAI-powered bots.
Verint is your trusted partner, and our highly engaged andknowledgeable workforce is ready to help you increase CX
automation and deliver AI business outcomes now.

Verint Open Platform

The CX Automation Company™

8Contact Information
Verint® (NASDAQ: VRNT) is a leader in customer experience (CX)
automation. The world’s most iconic brands—including more than 80of the Fortune 100 companies—use the Verint Open Platform and ourteam of AI-powered bots to deliver tangible AI business outcomes
across the enterprise.
Verint, The CX Automation Company™, is proud to be Certified™ by
Great Place To Work®. Learn more at Verint.com.

Verint Open Platform

The CX Automation Company™

9Americas
info@verint.com+1-770-754-1900
1-800-4VERINT

Europe, Middle East & Africa
info.emea@verint.com+44(0) 1932 839500

Asia Pacificinfo.apac@verint.com+(852) 2797 5678

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at any time without notice. Features listed in this document are subject to change andnot all functionality is available in all configurations. 04.2024

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