Verint Advances Agentic Outcome Orchestration With Enhanced Intelligence Across Conversations, Processes and Desktop Activity
Agentic Workforce Intelligence, Desktop Intelligence and Quality Intelligence Capabilities Built on Verint Agent Factory
ENGAGE 2026 — Today at Engage 2026, 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.
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 – built on Verint Agent Factory – close that gap by connecting insight into agent behavior, aligning work to the processes driving stronger outcomes.
"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."
