Tag: Verint

Agentic Workforce Intelligence, Desktop Intelligence and Quality Intelligence Capabilities Built on Verint Agent Factory

Verint® announced enhanced capabilities at Engage 2026 helping organizations scale CX Automation: Verint Agent Factory. This AI orchestration environment gives enterprises the ability to build, configure and manage the hybrid workforce of human and AI agents.

Customer experience (CX) remains a critical differentiator in enterprise operations, yet the gap between escalating customer expectations and delivered service is widening. A recent Verint report, The State of Customer Experience 2026, highlights that over half of businesses are currently falling short of customer service expectations.

Findings Also Show 69% of Customers Would Switch From Human Service to Automation – As Long as It Resolves Their Issue

In an environment where one bad experience can cost you a customer, the math of customer loyalty has changed. Today’s consumers don’t just expect fast, accurate service—they demand it. And with expectations set not by competitors within a vertical, but by the best experience anywhere, every brand is under…

Agility in CX is about answering customers before they finish the thought. If you can’t evolve at that pace, you’re already behind. Today we’re going to talk about what Verint’s brand‑new 2025 State of Customer Experience report tells us about loyalty, automation, and the thin line between keeping and…