Verint Engage 2025 Showcases New CX Workflow Automations Amid Thoma Bravo Acquisition
(Orlando, FL) September 8-11, 2025 – At its Engage 2025 conference, Verint (NASDAQ: VRNT) emphasized a consistent theme: Customer experience (CX) workflows can be automated to deliver outcomes that are stronger, faster, and measurable. Central to this approach is Verint’s open, multi-LLM platform designed to automate targeted CX workflows while giving organizations control over data, models, and existing systems. Engage 2025 showcased Verint’s solutions with new product launches, demonstrations of more than 50 automation bots, and CEO Dan Bodner’s strategic framing ahead of the Thoma Bravo acquisition.
Bodner’s principal claim was clear: Organizations require an open platform with AI-powered applications to automate manual CX workflows at scale, with outcomes that can be quantified and demonstrated. This framing is critical for CIOs tasked with balancing hybrid technology infrastructure, governance over AI adoption, and the delivery of measurable business value.
CEO Dan Bodner, delivering Verint’s Engage 2025 keynote. Source: Shashi Bellamkonda
New Product Announcements
Verint announced two general availability (GA) products at Engage 2025, both designed to extend workforce management and operational resilience:
- Exact Forecasting Bot: Enhances workforce management forecasting accuracy by analyzing contextual data and dynamically selecting the most suitable AI models.
- Intraday Spike Bot: Detects the root cause of sudden inbound volume surges, recommends remedial actions, and once approved, can execute steps such as notifying agents or adjusting call scripts in real time.
These launches reinforce Verint’s emphasis on fit-for-purpose automation, built to integrate seamlessly with existing systems rather than requiring replatforming.
At the core of this strategy sits Verint Da Vinci AI and the Engagement Data Hub. Da Vinci serves as Verint’s “bot factory,” orchestrating a multi-LLM infrastructure that selects the most appropriate AI model (from OpenAI, Google, Anthropic, and others) for each workflow. While Verint users can bring their own LLM, Verint opts for auto-selection to align the best-suited LLM to the use case at hand; as a result, IT does not need to continually monitor or stand-up LLMs, giving CX teams greater responsibility and control over the product. Verint bots (specialized, predefined micro-workflows) continually refine their performance against the Engagement Data Hub; the Hub ingests and normalizes interaction data from both Verint and third-party platforms. Together, these components underpin Verint’s open integration architecture.
Verint’s Open Platform architecture. Source: Verint
Platform Positioning and Partner Ecosystem
Verint presented its portfolio as modular and outcome-driven. Popular bots highlighted at Engage include:
- Interaction Wrap-Up: Automates post-call summaries to reduce after-call work.
- Agent Coaching: Provides real-time guidance and feedback.
- TimeFlex Workforce Bot: Enhances intraday scheduling flexibility.
- Genie Bot: Enables natural-language queries across call data.
- Exact Transcription and Redaction: Delivers high-quality transcripts with built-in compliance features.
The conference also showcased Verint’s broad partner ecosystem, including sponsors such as Five9, Avaya, Google, and AWS. Verint’s “Open CCaaS” model allows their bots to be embedded within an organization’s existing telephony and communications stacks, reflecting the hybrid reality CIOs face.
Strategic Context: The Thoma Bravo Acquisition
Much discussion at Engage centered on Thoma Bravo’s planned $2 billion acquisition of Verint and its proposed merger with other portfolio company Calabrio. Bodner stated that the deal validates Verint’s CX automation strategy, providing access to capital that public markets no longer afford. Bodner observed that public markets are rewarding hyperscalers like Microsoft and Google, while CX providers struggle to see their progress reflected in valuations.
For CIOs, the practical concern is integration: It is presently unknown how a combined Verint-Calabrio portfolio will evolve. History suggests that Thoma Bravo’s ownership can drive consolidation and renewed investment, but customers will need clarity on support lifecycles, roadmap priorities, and data integration continuity.
Customer Case Studies
Verint emphasized measurable outcomes for CX AI, using numerous customer examples. Four case studies demonstrating ROI from discrete workflow automations include:
- Volaris – Conversational AI: Tripled agent capacity with an 85% containment rate and 30% higher CSAT.
- BT – Agent Copilot: Achieved a 10% revenue lift from cross- and up-selling; scaled from pilot groups of 100 agents to 5,000.
- AXA – Wrap-Up Bot: Reduced average handle time by 30 seconds per call across 1,700 agents, equating to approximately $4 million in annual labor savings per 1,000 agents.
- MSC – Quality Assurance Bot: Automated evaluation of 200,000 interactions, equating to the output of 210 supervisors and avoiding approximately $14 million in labor costs.
Each case study reinforced the principle that well-scoped micro-workflows can deliver tangible ROI when implemented with clear baselines and outcome tracking.
Our Take
For CIOs and CX leaders, Verint Engage 2025 underscored both the potential and the complexity of automating discrete CX workflows. The company’s message – that CX automation delivers stronger, faster, measurable outcomes – is credible, but successful adoption requires careful governance and prioritization.
Customer discussions at Engage 2025 highlighted several recurring themes. Principally, data governance is foundational: Transcript retention, export policies, and lineage must be agreed upon up front to avoid gaps in analytics and model tuning. In tandem, dedicated oversight is essential. Without a permanent CX administrator and project manager, bots risk drifting as customer data and workflows evolve, causing accuracy to decline and ROI to erode over time. Moreover, strong data governance must be paired with careful integration planning to ensure Verint coexists effectively with incumbent platforms and workflows. Even with Verint’s open approach, buyers must confirm integration and data pipeline requirements with existing telephony, WEM, QA, and CRM systems, while also clarifying compliance guardrails for data exchange. IT leaders also emphasized the importance of application rationalization, since many incumbent CCaaS platforms already offer overlapping capabilities.
Overall, the impact of Verint Engage 2025 is twofold. First, the event validates that discrete, well-scoped workflow automations (such as wrap-up, redaction, and smart transfer) are already delivering measurable labor and quality improvements. These Verint bots represent the fastest path to value, creating gains within 90 days while building the data foundations required for more advanced automation. Second, Verint can help CIOs achieve quick wins while maintaining architectural control. This is an approach that is especially relevant in hybrid environments and during a period of market consolidation.
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