Verint Engage 2025 – Stronger, Faster, Measurable Outcomes

The focus at this year’s Verint Engage conference in Orlando was clear: driving customer business outcomes through Verint AI and CX Automation. While last year’s theme—AI Business Outcomes, Now—carried over, this year put the spotlight on customers telling their stories and proving business value.

As Jasen Williams, Sr. VP of Corporate Marketing, reminded the audience, Verint introduced its bots (including the “bot factory” and “bot gym”) two years ago, alongside the concept of CX Automation. At last year’s Engage, customers were just getting started with Verint bots. This year, the bots were out in full force, with numerous customers sharing their successes and demonstrating the tangible business value achieved.

Stronger, Faster, Measurable Outcomes

Engage 2025 centered on “Stronger, faster, measurable outcomes,” with customers highlighting how they’ve boosted agent and manager capacity, improved CX, and increased revenue.

Dan Bodner, CEO and Chairman, emphasized Verint’s unique approach: “Many vendors are trying to automate CX workflows, but Verint stands out with our differentiated approach delivering stronger, faster, measurable AI outcomes.”

He reinforced Verint’s commitment to category leadership through its open CX Automation platform, built on data and AI. As he explained, the difference between weak and strong AI outcomes can be tens of millions of dollars—where strong outcomes elevate customer experience, increase revenue, and reduce costs.

According to Chief Product Officer Jaime Meritt, most AI initiatives fail because they lack measurable business impact. “They’re doing cool stuff in the lab, but not delivering the underlying value that’s important to the business. Verint delivers stronger, faster, measurable outcomes through our unique approach to CX Automation.” Meritt described Verint’s platform strategy: each bot automates a part of the workflow, is continuously trained in the “bot gym,” and integrates seamlessly with existing customer processes—making adoption straightforward.

Verint’s differentiated bot strategy encourages customers to start small, deploying one or two bots in targeted workflows, proving value within 30–60 days, and then scaling gradually. Instead of the “move fast and break things” mantra, Verint’s approach is “start small, prove value, and scale.” Many customers begin with quick wins, such as the summarization or Wrap-Up Bot, which deliver immediate value.

To reinforce measurable outcomes, Verint built value dashboards directly into its platform. These track metrics like workforce capacity, revenue per agent, and customer satisfaction.

Verint also offers a 90-day risk-free program, allowing customers to trial a workflow in production. If value isn’t realized, customers can opt out or switch workflows. To date, every customer has achieved results—none have opted out.

Another differentiator is Verint’s open, hybrid approach. Its cloud-based AI can overlay both on-premises and cloud environments, eliminating the need for costly rip-and-replace deployments.

In this interview, Jasen Williams discusses how customers are achieving measurable business outcomes now, the value measurement dashboards, Verint’s risk-free program, and more.

Innovations and New Bots

As expected, Verint unveiled several new bots and innovations to existing bots:

• Exact Forecasting Bot – Generates accurate forecasts with adjustments for weekends, holidays, campaigns, weather, and more.

• Intraday Spike Bot – Detects spikes, identifies root causes, and suggests remedies.

• Exact Transcription Bot – Improves accuracy of transcriptions.

• Verint IVA – Leverages agentic AI to automate key agent tasks and handle complex questions.

  
  

The Verint IVA demonstration created the most excitement. Using IVA Studio, a no-code interface, customers can easily design, test, update, and deploy AI agents. Steps include:

1. Choose a channel

2. Select the IVA personality

3. Pick from a library of AI agents

4. Connect to knowledge bases

5. Add integrations (CRM, billing, Verint Data Hub, etc.)

6. Review and edit the flow

7. Test and deploy

IVA Studio also includes pre-built collections for vertical applications (insurance, travel, healthcare, retail), making it easy to set up quickly.

In this video, Jaime Meritt describes Verint’s new offerings, as well as Verint IVA Studio. He also discusses how Verint views agentic AI, which gives autonomy to AI agents that let them understand the customer’s problem and the best path to solve the customer problem.

In this video, Dave Singer, Global VP, Go to Market Strategy, drills down into the Exact Forecasting Bot, as well as how Verint da Vinci infuses AI into performance management, including the Verint Data Insights bot and Coaching Bot to provide a holistic picture of agent performance with AI explainability.

Even with the best forecasting, contact centers may be hit by unexpected spikes. In this video, Daniel Ziv, Global VP, Go to Market Strategy, discusses the new Intraday Spike Bot, which identifies the spike automatically, the root cause driving a specific spike, and suggests remedies and ways to fix the problem. Ziv also talks about Genie Bot, as well as his perspective on agentic AI.

A Few Takeaways

• Verint has hit its stride. Two years ago, the bot story was intriguing but immature. Last year, the focus on outcomes strengthened the message. This year, customer proof points validated the business value.

• The “start small and scale” strategy works. Initially, it seemed counterintuitive not to package multiple bots together. But customers confirmed that starting with one bot builds confidence, reduces risk, and encourages expansion. The majority of customers I spoke with at the event are using the Wrap Up Bot, as well as the Quality Bot for Automated Quality Assurance.

• Private equity acquisition adds uncertainty. With Thoma Bravo acquiring Verint, additional capital will fuel innovation, but integration with Calabrio remains unclear. The deal hasn’t closed so Verint wasn’t able to discuss the acquisition or Calabrio, but we can assume that, like any merger, there will be integration challenges. Customers will have to be patient and wait and see what changes will be in store.

• Redefining the brand. As more and more CCaaS vendors develop (or acquire) their own WEM capabilities, Verint needed to redefine itself. The company is evolving beyond WEM by focusing on CX Automation and expanding into areas like IVA.

• Traditional products remain core. Even though there was very little discussion about WEM/WFM/WFO and Verint’s traditional product offerings, these products are still core to most Verint customers. Every customer I spoke to during the event was using Verint’s Quality Assurance and/or Forecasting/Scheduling tools.

• IVA stole the show. The demonstration that got the most excitement from the audience and customers I spoke with was Verint IVA. While the demo was impressive (as most demos are), and it seems pretty easy to get started for specific workflows, real-world results remain to be seen.

  
  

Final Thoughts

Verint is taking a pragmatic, systematic approach to AI—a rarity in today’s hype-driven market. By focusing on measurable business outcomes, Verint avoids chasing “firsts” and “bests.” Instead, it leverages years of expertise, makes AI adoption easy, and supports diverse customer ecosystems.

With its open platform, “bring your own model” flexibility, and emphasis on quick wins, Verint is enabling customers to deploy AI where and how it makes sense for their specific needs, while ensuring quick wins and low risk – and of course, measurable business outcomes.