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Verint Expands Partnership with Zoom Via the ISV Exchange Program

By Tracey E. Schelmetic October 31, 2023

Increasingly, video communication is playing a role in the contact center. Video can add depth to transactions that were once conducted over the telephone, allowing sales personnel to demonstrate a product, for example, or troubleshoot something with a visual element. For video communications like Zoom, however, the lack of integration with contact center solutions made it a difficult option. Many call center solutions providers are partnering with Zoom to fill the gap.

Customer engagement company Verint has announced that Zoom Video Communications is launching the ISV Exchange Program with Verint’s open platform, expanding on the two companies’ initial partnership announced last November. The open architecture of the Verint Platform makes it easy to combine its customer experience (CX) automation solutions with Zoom’s offerings.

“It’s been a pleasure working with Zoom this past year on integrating our open platform with their unified communications solutions as well as Zoom Contact Center,” says Verint’s John Bourne, senior vice president for global channels and alliances. “Our announcement today makes the Verint open platform available to Zoom customers through Zoom for the first time. As Zoom continues to expand their capabilities, we will remain in lock step with them and enable our mutual customers to leverage the power of this unique platform-to-platform approach.”

Verint Data Management solutions are currently integrated with Zoom Phone and Zoom Meetings to help businesses capture, archive, analyze, ensure compliance and retrieve interactions.

Verint believes its position as a customer engagement pioneer for more than 25 years has positioned it to help customers navigate through new business challenges to deliver elevated customer experiences. The company strives to continuously elevate the customer experience (CX) and reduce operating costs. More than 10,000 organizations in 175 countries – including over 85 of the Fortune 100 companies – rely on Verint’s open customer engagement platform to harness the power of data and AI to maximize CX automation.

Edited by Erik Linask
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