Stronger, Faster, Measurable Outcomes
Stronger, faster, and measurable outcomes were the theme of #VerintEngage25. I always enjoy going to Verint events because even though they are hosted by and for Verint, they are general CX events. That’s because every contact center company partners with Verint, and often it’s to accommodate their largest customers.
First, let’s get to the news: They announced two bots. The first is the Gronk Spike Bot. Actually, neither Rob Gronkowski or spiking a football has anything to do with the Inter-day Spike bot. When Verint introduced its army of specialized bots in 2023, it was an odd concept. But it has since turned mainstream. These bots go to the bot gym to train for specific tasks. The inter-day Spike Bot is optimized to automatically and rapidly assess traffic anomalies for quick resolution.
The other new bot is the Exact Forecasting Bot. In both cases, the bots improve and measure workforce capacity. That’s a recurring theme at Verint, and a refreshing change from the vague ‘freeing staff to do more important things.’ Other themes have to do with revenue and CX metrics.
Verint is a fascinating company because depending how you view the company determines what you see. Some see a state-of-the-art AI firm specialized in CX. Others see a legacy WFO company that relies on CC providers that want to displace Verint.
The question is what company did Thoma Bravo acquire for $2B. That we have to wait to discover, as the attendees from Thoma Bravo stayed in the shadows at Engage25. We are in the quiet period where no one wants to speak about tomorrow.
In one scenario, we have a PE firm doing a WEM consolidation play. Seems straightforward, cut costs, and milk the base. We’ve seen this sitcom before.
In another scenario, we see an astute investor who managed to acquire an AI leader in mid-2025 without paying an AI premium. Verint has a large base of large customers that are realizing impressive and measurable outcomes. This contrasts with the current motion of paying huge multiples on AI dreams and prayers.
Then, there’s the crazy notion that Verint is actually one company that leverages its treasure trove of data (from its WFO suite and its extensive ecosystem of integrations) to train and deliver AI that delivers powerful outcomes.
This deserves a Deep Dive analysis. I published a Deep Dive on Alianza’s acquisition of Metaswitch that looked at that merger from an industry perspective. I’ll do a similar report on this merger, probably in November, after I get the CCaaS MQ Deep Dive done (also known as the MQ of Verint Partners).