Verint showcased some of its largest platform updates at Verint Engage in Orlando this month, which include Verint’s Exact Forecasting, Extended Forecasting, and Intraday Spike Bots.
Omdia view
Summary
Verint announced enhancements to its Workforce Management (WFM) and CX Automation platforms at Verint Engage in Orlando this month. Before roughly 1,000 people, Verint executives showcased some of the largest platform updates this year, which include Verint’s Exact Forecasting, Extended Forecasting, and Intraday Spike Bots.
Exact Forecasting Bot
Verint's Exact Forecasting Bot is an AI-powered tool that automates and optimizes the agent scheduling process across all channels. The bot can automatically evaluate numerous algorithms and apply the most relevant for a given situation.
Part of Verint's Workforce Management (WFM) and broader Customer Experience (CX) Automation platforms, the bot helps organizations accurately predict demand to achieve higher customer satisfaction and lower operational costs.This can prevent overstaffing and unnecessary overtime, resulting in significant cost reductions.
The Extended Forecasting Bot can also look at external forces that could impact a company and its customers (e.g., weather, forest fires, power outages, etc.). The Extended Forecasting Bot can view external data, identify data characteristics, and determine relevant connections that could be challenging to foresee manually. For example, large forest fires could negatively impact air quality in nearby communities, which could increase interaction volumes for healthcare providers.
Conversely, the bot can be used to disprove incorrect assumptions about external forces. For example, a storm could trigger negative sentiment on the company’s website, but weather data could suggest it will have little to no impact on the company or its customers. Additionally, as the bot continues to receive weather updates, it can continuously adjust its scheduling forecasts along the way.
Intraday Spike Bot
Another AI-powered tool, the Verint Intraday Spike Bot, automatically detects sudden surges in customer interaction activity, determines their root cause, and provides insights for agents and managers to respond effectively. The bot is designed to handle the unpredictable challenges that can negatively impact customer experience and agent efficiency throughout the day.
The Intraday Spike Bot analyzes the context and content of customer interactions during a spike. For example, it can determine if a surge in calls was caused by a new product launch, an unexpected marketing promotion, or a recent service outage.
The spike bot also helps businesses understand the cost of a disruption by reporting the financial and operational impacts of a spike. For example, an insurance company could experience a sudden call spike. The Spike Bot can spot this trend, understand what customers are asking (e.g., they could be confused about their coverage or pricing), and determine the estimated hourly impact on the organization is $30,000 per hour. Engage attendees applauded this capability, as it helps business leaders quickly understand the impact a spike could have on an organization. Communicating this has been a longstanding challenge for many centers.
This is a big deal, because it could take hours, or even a full day, to determine the cause of a spike, and a lot of damage can be done in this time. The Intraday Spike Bot enables contact center leaders to determine and act on the problem quickly before much damage is done.
And, finally, knowing the root cause of the spike, the Intraday Spike Bot can suggest remedies on the fly. For example, it could automatically provide talking points to agents or update messaging for self-service channels to help quell a spike.
Innovating into Verint’s acquisition and beyond
These innovations come shortly after private equity firm Thoma Bravo agreed to acquire Verint for about $2 billion, a deal that will bring Verint and Calabrio under one roof. Once finalized, the acquisition will give Thoma Bravo enormous influence in the WFM, CX, and contact-center-as-a-service (CCaaS) markets. The deal is expected to close by the end of 2025 and make Verint part of a private company.
During a pre-event analyst briefing, Dan Bodner, Verint’s CEO, stated the company is not seeing a huge decline in license sales, “but it’s coming,” he said, reflecting on AI’s potential to cannibalize existing revenue streams. This has been the general sentiment on Wall Street, which is why many public CX company valuations have been suppressed lately. Considering this, and the industry’s rapid pace of innovation, leading CX companies must keep innovating to maintain their lead. Thoma Bravo’s deep pockets should provide Verint the capital needed to stay ahead.
Appendix
Further reading
“Thoma Bravo merges Verint and Calabrio to forge an AI-driven CX powerhouse Omdia,” (September 2025)
CCaaS Annual Tracker and Forecast - CY24 (July 2025)
2025 Trends to Watch: Contact Centers Omdia (December 2024)
Omdia Universe: Customer Engagement Platforms, 2023–24 Omdia (October 2023)
Workforce Engagement Management Forecast – 2022–27 Data Omdia (April 2023)
Author
David Myron, Principal Analyst, Customer Engagement, Omdia
