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Verint held its annual Engage conference in September, shortly after it announced the news that it had agreed to be acquired by private equity firm Thoma Bravo for $2 billion. The new ownership plans on merging Verint with its competitor, Calabrio, after the deal closes in 2026. That sequence of events raises many important questions about the direction of both companies and the sector...

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Topics: automation, Contact Center, Verint, agent management, Customer Experience Management, CCaaS, Intelligent Self-Service, Customers and CX - Business & Technologies, Conversational Intelligence


Conversational automation is one of those software segments that means something different depending on who you are or your role in an organization. According to my colleague Jeff Orr, the core of the idea is that conversational automation tools benefit from artificial intelligence (AI), allowing software agents, chatbots and virtual assistants to automate customer interactions and internal...

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Topics: Customer Experience, Contact Center, Intelligent Self-Service, Conversational Intelligence


Most of the discussion and planning around artificial intelligence (AI) tools for contact centers and CX has focused on finding appropriate use cases and understanding how to deploy these tools. There are already plenty of success stories about enterprises reducing friction for agents, saving time and expanding the breadth of interactions that can be handled automatically.

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Topics: Customer Experience, Contact Center, Business, agent management, Intelligent Self-Service, Conversational Intelligence


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