Thursday, March 12, 2026
Verint has expanded its portfolio of AI-powered bots to customers of Calabrio, marking a significant milestone just three months after the two companies announced their merger. Through this move, Calabrio users can now access Verint’s advanced AI automation capabilities directly through the Verint CX Automation Platform.
The development highlights Verint’s strategy to deliver immediate value from the combined technologies of both organizations. Importantly, the integration allows customers to benefit from enhanced CX automation without needing to replace or migrate their current systems. As a result, businesses can leverage new AI capabilities while maintaining their existing infrastructure.
With this integration, organizations across both ecosystems gain access to expanded functionality. Calabrio customers can now strengthen their workforce management and conversational intelligence strategies by using Verint’s AI-driven automation tools. At the same time, existing Verint customers can take advantage of Calabrio’s highly regarded workforce engagement and analytics solutions. Consequently, the combined offering creates a more comprehensive platform for customer experience management.
“What we’ve built isn’t a roadmap – it’s a reality,” said Jaime Meritt, chief product officer at Verint. “In just three months, our team delivered an integrated platform giving every customer access to the most comprehensive CX Automation capabilities in the market.”
Through the Verint CX Automation Platform, Calabrio customers can now deploy several AI-powered bots designed to improve operational efficiency and enhance customer service performance.
One of the key tools is the Verint Genie Bot, which integrates with conversational intelligence systems. Using this capability, supervisors and analysts can ask questions about customer interaction data in plain language. The system then delivers actionable insights instantly, eliminating the need for specialized data science expertise.
Another important addition is the Verint TimeFlex Bot, which introduces greater flexibility to workforce scheduling within Calabrio’s workforce management environment. By intelligently adjusting schedules, the bot helps organizations ensure that the right number of agents are available at the right times to meet fluctuating customer demand.
Additionally, Verint Agent Copilot Bots support customer service agents during live interactions. These bots automate several manual tasks, including retrieving knowledge resources during calls, providing coaching suggestions, and completing post-call wrap-up activities. As a result, agents can focus more on engaging with customers rather than handling administrative processes.
Furthermore, the platform includes the Verint Intelligent Virtual Assistant (IVA), a powerful AI solution designed to autonomously manage customer interactions across multiple channels. By leveraging agentic AI, the IVA can resolve inquiries across voice, digital platforms, and messaging channels. In some cases, organizations may automate up to 100 percent of customer engagements end-to-end without requiring human intervention.
Overall, the expanded integration reflects the growing demand for automation in customer experience operations. By combining Verint’s advanced AI bots with Calabrio’s workforce engagement capabilities, the companies aim to deliver a powerful solution that enhances productivity, improves decision-making, and drives better outcomes for both businesses and their customers.
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