Verint unveiled three expanded capabilities bringing agentic AI to the forefront of contact center management. Workforce Intelligence, Desktop Intelligence and Quality Intelligence help organizations manage, measure and improve work across human and AI agents. The new capabilities, built on Verint Agent Factory, connect insight into agent behavior, aligning work to the processes driving stronger outcomes.
Verint launches Workforce Intelligence, Desktop Intelligence, and Quality Intelligence built on Agent Factory.
Workforce Intelligence introduces agentic intraday supervisor capabilities with real-time staffing controls.
Desktop Intelligence captures and analyzes desktop activity across systems and workflows without manual setup.
Quality Intelligence connects what agents say with what they do and the outcomes they deliver.
The capabilities measure performance against business outcomes rather than activity.
Verint serves more than 80 of the Fortune 100 companies.
For years, organizations could analyze conversations but had limited visibility into what agents did across systems and workflows. That made it difficult to identify what worked best and act on it fast enough. Verint's new capabilities close that gap by connecting insight into agent behavior, aligning work to the processes driving stronger outcomes. Jaime Meritt, chief product officer at Verint, stated: "The breakthrough isn't any single capability — it's the connection. Verint Agent Factory lets us accelerate agentic AI and deliver three innovations that work as one: understanding how agents behave, flexing the workforce to operationalize best-practice processes and measuring everything against business outcomes rather than activity. That's how you turn AI from interesting to indispensable for CX."
For the first time, Verint Workforce Intelligence is available across the company's full portfolio of workforce management (WFM) products. It introduces agentic intraday supervisor capabilities with real-time controls to adjust staffing and task assignments as conditions change. Performance is measured against business outcomes rather than schedule adherence, enabling organizations to optimize their workforce based on what actually drives results.
Contact centers have recorded calls and screens for 25 years with limited ability to extract insights from unstructured screen recording data. Now, Verint Desktop Intelligence extends analytics beyond conversations to capture and understand all desktop activity across systems and workflows. The solution captures field entries, navigation paths and process steps, turning the activity into AI-ready, structured data without manual setup. Using generative AI, Verint Desktop Intelligence identifies the processes agents complete, analyzes the different ways the work is performed and recommends the most efficient path. It reveals shadow processes and hidden best practices so organizations can standardize what works, measure conformance to ideal workflows and improve performance at scale.
Verint Quality Intelligence extends Verint Quality Automation capabilities to connect what agents say with what they do and the outcomes they deliver. It combines interaction data with system activity to identify gaps between what was promised and what was completed. This moves quality beyond checking whether the right words were used. If an agent told a customer they would receive a $500 refund but entered $100 in the system, Verint Quality Intelligence catches it the same day, before the customer notices. This capability enables organizations to proactively address errors and ensure that customer commitments are fulfilled.
The three capabilities work together as a unified intelligence layer: Workforce Intelligence optimizes staffing and task assignments based on business outcomes, Desktop Intelligence reveals and standardizes best-practice processes, and Quality Intelligence ensures that what agents promise aligns with what they deliver. Together, these capabilities enable organizations to turn AI from interesting to indispensable for customer experience, delivering measurable business outcomes across the contact center.
About Verint
Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world's most iconic brands use the Verint CX Automation Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®.
