Customer engagement company Verint announced an expanded partnership with Google Cloud focused on helping companies improve contact center performance through the integration of Google Cloud’s Contact Center AI and Verint Customer Engagement Platform. Verint Platform’s open architecture will allow for the integration to be easy and seamless.

“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 Verint’s John Bourne, senior vice president, global channels and strategic alliances.

Verint began working with Google when the company became a customer and started using Verint Workforce Management within its Customer Conversations platform. In 2022, Google and Verint began exploring opportunities to extend the partnership as Google launched its own Contact Center solution, Contact Center AI (CCAI) platform in Google Cloud. The companies went through a joint discovery process, identifying an opportunity to bring Verint’s CX automation to the CCAI Platform, to make enterprise level workforce management with forecasting, planning and optimized scheduling, performance tracking, and employee engagement a priority among Google customers. Verint and Google Cloud plan to bring AI-driven CX automation solutions to the market, expanding this strategic partnership moving forward.

According to Amit Kumar, Product Manager, CCAI Platform, Google Cloud, “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.”  

In addition to expanding the number of pre-built integrations across other Verint customer engagement solutions, Verint is bringing Verint Workforce Engagement and CX solutions to Google Cloud Marketplace. This will enable easier procurement and consolidated billing through one channel.

Helping companies with CX automation is more important than ever with the volatile economic climate pushing companies to look harder at budgets, staffing, and technology investments. Verint’s recent research on the Engagement Capacity Gap points to the fact that even though companies are facing a challenging 2023, customer expectations of companies are still the same (or rising).  In the research, 51% of respondents believe budget cuts or pressure to reduce costs will have a large negative impact on their organizations in 2023. The need to do more with less can affect each point on a customer journey, from contact center interactions, in-store retail or branch visits, interacting with website or mobile apps, as well as the less visible touchpoints such as back office operations. Leveraging CX automation can help tighten the engagement capacity gap and support return on investment.

This past month also saw Verint announce partnerships with Eventus Solutions Group as well as Carahsoft.