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Verint Open Platform Integrated with Webex App Hub for Webex Contact Center

By Tracey E. Schelmetic April 11, 2024

Customer engagement solutions provider Verint has announced an expanded partnership with cloud-based collaboration solutions provider Webex by Cisco through the integration of the Verint Open Platform’s unified data hub into the Webex App Hub for Webex Contact Center.

Verint Open Platform is built around a unified data hub, which collects all of a brand’s behavioral data in a single repository to maximize the business value hidden in their behavioral data. Behavioral data consists of customer interactions, customer experiences (CX), and workforce data that are created across every touch point of the customer with the brand. For many brands, this behavioral data is typically locked up in numerous data silos, where it is hard to access or use for deriving critical business insights. The unified data hub can connect these disparate data silos so the data can then be easily accessed and leveraged to empower employees, supervisors and managers with insights and turn the organization into a more efficient, data-driven operation.

Webex’s solutions provide the foundation for video meetings, calling, messaging, events, and CX-centric solutions like contact center and purpose-built collaboration devices.

In the announcement, both Verint and Webex noted that the expanded integration is expected to enhance customer engagement across every area of customers’ businesses. The openness of the Verint Platform fits a brand’s enterprise ecosystem and enables them to adopt new innovations at their own pace based on business priorities, said the companies.

“We’re excited to bring the power of CX automation to Webex App Hub to help brands unlock rich customer engagement data and drive strategic advantage,” said Verint’s John Bourne, Senior Vice President of Global Channels and Alliances. “Our open platform built with artificial intelligence and data at the core is now interoperable and compatible with Webex.”

Edited by Alex Passett
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