- Parloa and Verint (VRNT, Financial) have integrated their platforms to enhance hybrid human-AI customer service solutions.
- This partnership aims to optimize the workforce by combining Parloa’s AI Agent Management Platform with Verint’s CX Automation capabilities.
- The integration is designed to improve customer service efficiency and reduce costs across contact center operations.
Parloa, a leader in Agentic AI solutions for customer experience, has announced a strategic integration with Verint (VRNT), a prominent player in CX Automation. The collaboration merges Parloa's AI Agent Management Platform (AMP) with Verint’s CX Automation Platform, enabling the creation of a hybrid workforce that seamlessly combines AI and human agents. This approach is designed to enhance customer service operations by optimizing workforce engagement and improving call resolution efficiency.
Businesses now have the ability to deploy and manage AI agents alongside human agents, achieving an endlessly scalable, always-on, and fully elastic team. This integration provides customers with a unified approach to service operations by matching the appropriate agent—be it human or AI—to each customer call, thereby reducing the average cost per call and ensuring every call is handled effectively.
Verint, renowned for its influence in more than 180 countries and servicing over 80% of the Fortune 100 companies, empowers brands with advanced CX Automation to elevate customer experiences and reduce operational expenses. The integration allows enterprises to leverage Parloa's AMP capabilities, including voice, chat, and language translation, to offer multilingual support across channels.
Ken Archer, Verint’s Americas Channel Chief, highlighted that the partnership enables contact center teams to achieve significant business outcomes, including improved workforce capacity and heightened revenue. He affirmed that combining Verint’s strengths in CX Automation with Parloa’s Agentic AI brings a powerful market solution.
The integration will be demonstrated at the upcoming CCW Las Vegas event on June 9-12 at Parloa's booth #151, providing attendees with an opportunity to witness the system in action.
