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Verint Announces Top Five Bank Customer for its Open Platform

By Tracey E. Schelmetic May 31, 2024

Customer experience (CX) automation solutions provider Verint has announced that a top five U.S. bank has chosen the Verint Open Platform to increase CX automation capabilities in their contact center operations.

Verint was awarded a multi-year contract for $4 million for multiple Verint Open Platform applications across 5,000 agents. The bank, which was unnamed in the announcement, has 40,000 agents overall in their contact centers across multiple business units, and the awarded contract covers one-eighth of their workforce, with a fully negotiated option in the contract to expand. In addition, Verint and the bank are discussing potential deployment of several AI-powered bots which are not included in the existing contract scope.

The Verint Open Platform allows companies with intensive call center needs to use customer experience automation to elevate the customer experience while simultaneously lowering costs. Contact centers realize that hiring more workers and increasing labor expenses is no longer a sustainable solution. To achieve their strategic goals, they need a new approach to increase CX automation in their contact center.

Because the platform is open in every dimension, Verint’s Open Platform allows companies to keep their existing solutions in the cloud or on-premises. Call center operations do not need to get rid of their automatic call distributor (ACD) or customer relationship management (CRM) when they switch platforms.

“We are pleased to be selected by one of the top five U.S. banks to modernize their contact centers,” said Verint’s Dan Bodner, Chairman and Chief Executive Officer, at the time of the announcement. “We are uniquely positioned to help large brands increase CX automation at their own pace with our differentiated open platform. We look forward to working with the bank to increase adoption across their workforce and expand the use of the Verint Platform with AI-powered bots to drive significant AI business outcomes.”

Edited by Alex Passett
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CustomerZone360 Contributor

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