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Verint expands partnership with Google to boost contact center performance

Verint, The Customer Engagement Company, is expanding its partnership with Google Cloud through the integration of Google Cloud's Contact Center AI and Verint Customer Engagement Platform, helping organizations improve contact center performance.

Through this collaboration, Verint delivers a unified, open platform with out-of-the-box integrations driven by AI. These capabilities help ensure quality and compliance, as well as better routing, orchestration, and scheduling of the best agents to handle customer interactions to deliver the highest CSAT.

The Verint Platform’s unique open architecture makes it seamless to combine its customer experience (CX) automation solutions with Google Cloud's Contact Center AI (CCAI) platform, according to the vendors.

Through this collaboration, organizations can now use Verint’s solutions to close the “Engagement Capacity Gap” with CX automation. This powerful platform-to-platform approach provides critical capabilities to organizations seeking best of breed solutions, according to the companies.

“We are thrilled to work with Verint as a Workforce Engagement partner. These new integrations are built on a CCaaS 3.0 architecture which provides flexibility to meet each customer’s exact needs. It is a comprehensive multi experience CCaaS solution that creates quality modern experiences, such as mobile-first, for the consumer as well as for the agent,” said Amit Kumar, product manager, CCAI Platform, Google Cloud.

In addition to expanding the number of pre-built integrations across other Verint customer engagement solutions, the company is bringing Verint Workforce Engagement and CX solutions to Google Cloud Marketplace, enabling seamless procurement and consolidated billing through a single channel. 

“The Verint Platform is open and offers customers a broad range of best-of-breed applications in the cloud. We are pleased to work with Google Cloud to bring innovative CX automation solutions to the market,” said Verint’s John Bourne, senior vice president, global channels and strategic alliances.

For more information about this news, visit www.verint.com.

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