Verint unveiled new capabilities to strengthen Agentic Outcome Orchestration across contact center operations. The announcement came during ENGAGE 2026 in Las Vegas. The company expanded its Workforce Intelligence, Desktop Intelligence, and Quality Intelligence solutions. These capabilities help organizations manage, measure, and improve work across human and AI agents.
The latest innovations run on Verint Agent Factory. Together, they connect insights from conversations, workflows, and desktop activities. The organizations gain greater visibility into agent performance and operational effectiveness. Furthermore, leaders can align daily activities with measurable business outcomes. For many years, organizations were analyzing their customer interactions. However, they did not have visibility on tasks being done within the systems and processes. Finding out what works takes time and effort. Verint has developed a solution to this problem through Agentic Outcome Orchestration.
Jaime Meritt, Chief Product Officer at Verint, explained the importance of the new innovations.
“The breakthrough isn’t any single capability — it’s the connection,” said Jaime Meritt, chief product officer at Verint. “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.”
Enhanced Intelligence Delivers Actionable Business Insights
Verint Workforce Intelligence now supports the company’s complete workforce management portfolio. It introduces agentic intraday supervisor capabilities with real-time controls. Therefore, managers can adjust staffing levels and task assignments as conditions change. The organizations can evaluate performance using business outcomes instead of schedule adherence.
Verint Desktop Intelligence extends analytics beyond conversations. The solution collects desktop activity irrespective of the system used and process undertaken. The navigation routes, field data input, and procedural activities are captured. Further, the solution converts activities into structured data ready for AI without having to set anything up.
Through the use of generative AI technology, the platform is able to detect the completion of the processes as well as their variations. It also recommends more efficient approaches. As a result, organizations can uncover hidden best practices and improve operational consistency. Meanwhile, Verint Quality Intelligence extends the company’s Quality Automation capabilities. It connects conversation data with system activity. The organizations can identify gaps between customer commitments and completed actions.
For instance, the system highlights any inconsistencies in the promises made concerning refund offers compared to the transactions that have been documented. This is done in a quick manner and allows for corrective measures to be taken before anything wrong is detected by the customers. With the above mentioned technological breakthroughs, Verint keeps on pursuing Agentic Outcome Orchestration and improving the experiences of their clients.
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News Source: Businesswire.com
