Verint has expanded its partnership with Google Cloud to enhance contact center performance by integrating Google Cloud's Contact Center AI with Verint's Customer Engagement Platform.
Verint's Customer Engagement Platform has an open structure that enables easy integration with Google Cloud's Contact Center AI platform for boosted CX automation. By partnering, organizations can leverage Verint's solutions to close the "Engagement Capacity Gap" with automation and utilize the best of both solutions for optimal performance.
“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,” says John Bourne, Senior Vice President, Global Channels and Strategic Alliances, Verint.
Verint's collaboration with Google Cloud has resulted in a unified and open platform that utilizes AI-powered integrations. The platform provides features that ensure compliance and quality, as well as improved routing, scheduling, and orchestration of agents for customer interactions, leading to higher customer satisfaction scores (CSAT).
Amit Kumar, the product manager for Google Cloud's CCAI Platform, expressed excitement about partnering with Verint as a Workforce Engagement partner. He said:
"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."
Verint is not only increasing the number of pre-built integrations across various customer engagement solutions but making Verint's Workforce Engagement and CX solutions available on Google Cloud Marketplace. This enables simple procurement and consolidated billing from a single channel.
Not too long ago, Verint partnered with a Tech Mahindra Eventus Solutions Group subsidiary to provide Verint Digital-First Engagement solutions to midsize and large businesses worldwide.