Sold by: Verint
Deployed on AWS
Verint Open Platform increases customer experience (CX) automation in your contact center and other customer touchpoints with our open approach powered by data and AI. With Verint, brands get AI Business Outcomes Now.
4.1
Overview
Verint Open Platform helps brands continually increase CX automation across the enterprise to drive immediate outcomes for their business. As interaction volumes grow, the cost to continually hire more resources is unsustainable. Instead, brands must turn to automation and a new workforce of humans and bots to deliver CX automation. Increasing CX automation results in significant ROI, as it enables brands to lower their labor costs and elevate the customer experience (CX) simultaneously.
Verint is uniquely positioned to help brands increase CX automation with our differentiated Open Platform with behavioral data and Verint Da Vinci at the core. Our platform offers brands a broad range of best-of-breed capabilities including a large team of AI-powered bots that are specifically designed to deliver tangible ROI.
Unlike most platforms, Verint doesn't require brands to complete long, disruptive, and risky 'rip and replace' projects to take advantage of our capabilities. Our open, modular platform allows you to increase CX automation at your own pace and with minimal operational disruption. You can choose applications or bots that meet your most pressing needs and see ROI immediately, while keeping the existing solutions that work for you. Verint Delivers AI Business Outcomes, Now.
Learn more about how Verint partners with AWS at https://www.verint.com/partner/amazon-web-services/
For custom pricing, EULA, or a private contract, please contact AWSMarketplace@Verint.com for a private offer.
Highlights
- Open: Verint's unique approach to openness enables key capabilities other vendors cannot deliver. Verint Open Platform is flexible, modular, and future proof. Seamlessly integrate with other applications in your ecosystem so you can get value from your existing investments. Bring your own ACD, CRM, LLMs, and more.
- Data: Behavioral data is the interaction, customer experiences, and workforce data that is created every day. Typically, this data is locked up in data silos and hard to access. Verint unifies your behavioral data so it can be easily accessed and leveraged to empower employees, supervisors, and managers with insights and turn the organization into a highly efficient, data-driven operation.
- AI: Verint delivers AI Business Outcomes Now. Our open approach to AI means we can leverage our own proprietary AI models as well as commercially available models, so your platform is future proofed as AI innovation continues. Our team of AI-powered bots were designed to automate a single human function to augment your workforce and start generating ROI quickly.
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Dimension | Description | Cost/36 months |
|---|---|---|
Workforce Engagement | QM, WFM, Speech, Text and Desktop Analytics, IVA, KM and more | $200,000.00 |
Experience Management | Interaction, Enterprise, Digital and Predictive Experience and more | $200,000.00 |
Engagement Data Mgmt | Interaction capture, verification, identity authentication and more | $200,000.00 |
Dimension | Cost/unit |
|---|---|
AWS Additional Usage Fee at 25% surcharge on prices listed above | $0.01 |
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Vendor support
Verint and its broad ecosystem of partners offers a range of Professional Services to help you get the most from your investment, including Business Advisory Services, Implementation and Enablement Services, and Managed Services. With the Verint Open Platform, you can be confident that our experienced teams offer practical knowledge and are committed to your success. Please visit https://community.verint.com or contact https://www.verint.com/engagement/support/contact for more information.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
By Verint
By Accenture
By SuccessKPI, Inc
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
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AI generated from product descriptions
Modular Platform Architecture
Open and modular platform design that enables incremental implementation without requiring complete system replacement, allowing integration with existing applications and solutions.
Behavioral Data Unification
Unified behavioral data layer that consolidates interaction, customer experience, and workforce data from multiple sources to enable data-driven insights and operations.
AI-Powered Automation Bots
AI-powered bot workforce designed to automate specific human functions and augment existing workforce capabilities for customer experience automation.
Multi-Model AI Integration
Flexible AI approach supporting both proprietary AI models and commercially available models to ensure platform adaptability as AI technology evolves.
Ecosystem Integration Capabilities
Seamless integration with third-party applications including ACDs, CRMs, and large language models to leverage existing technology investments.
Robotic Process Automation Integration
RPA design and execution modules integrated within the platform for automating business processes
Pre-built Industry Templates
Over 80 industry cartridges available out of the box that can be customized for organizational requirements
Multi-channel Conversational Interfaces
Support for building virtual agents, chatbots, voice assistants and other conversational AI solutions
Analytics and Performance Monitoring
Analytics modules for tracking and monitoring conversational AI solution performance and interactions
Enterprise System Integration
Ecosystem of integrations with customer relationship management software and other enterprise platforms to connect legacy, hybrid and cloud elements
Multi-Platform Contact Center Integration
Native integration with multiple contact center platforms including Amazon Connect, Genesys Cloud, UJET, USAN, Talkdesk, Aspect, Five9, and T-metrics for unified reporting and analytics.
Speech and Text Analytics
Conversion of call recordings to text with extraction of sentiments, brands, events, topics, and meaning through AI-driven processing.
IVR and ACD Analytics
Real-time and historical reporting and analytics for Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) systems with performance metrics and customer sentiment assessment.
AI-Driven Playbook Builder
Customizable playbooks with pre-built templates for business outcomes including churn reduction, cross-sell, security, and compliance scripting with configurable topics, key phrases, and scoring strategies.
Automated Action Triggering
Capability to trigger automatic actions from AI findings including SMS and Email notifications, Lambda function invocation, RESTful API calls, and quality monitoring queue additions.
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
No security profile
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Standard contract
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Customer reviews
Abed Loubani
Comprehensive contact center insights have transformed quality, staffing, and compliance management
Reviewed on Jul 10, 2026
Review from a verified AWS customer
What is our primary use case?
My primary use cases for Verint Open Platform have been Quality Management, QM, and Workforce Management , WFM, within contact center environments. This includes call recording, screen capture recording, quality evaluation workflows, forecasting and scheduling, adherence monitoring, speech analytics, and desktop process analytics for large enterprise contact center teams.
For Quality Management, I use Verint Open Platform to configure and manage end-to-end call recording and screen capture for large contact center teams. I build custom evaluation forms tailored to different business units, set up automated call scoring workflows, and work closely with the QA teams to calibrate scoring criteria. One real-world example is implementing a QM program for a contact center with thousands of agents where we use Verint Open Platform category-based auto-scoring to flag calls with compliance risk keywords, which significantly reduces manual review time and improves consistency in agent evaluation. I also implement call recording for large enterprises with thousands of agents, so all calls are being recorded and screens are being captured.
For Workforce Management , I handle forecasting, scheduling, and real-time adherence monitoring. A specific example would be building multi-skill scheduling models for blended agent teams handling both inbound voice and back-office tasks, using Verint Open Platform WFM engine to optimize staffing levels while meeting service level targets. This helps reduce overstaffing costs while maintaining SLA compliance.
How has it helped my organization?
Verint Open Platform has several measurable positive impacts across the organizations I have supported.
First, there is improved agent performance. By moving from random call sampling to automated evaluation of 100% of interactions, management gains a complete view of agent performance. This leads to more targeted coaching, faster onboarding of new agents, and measurable improvements in quality scores over time.
Second, operational efficiency is enhanced. Verint Open Platform WFM module significantly reduces the time supervisors spend on manual scheduling. Automated forecasting and real-time adherence alerts free up management capacity to focus on higher-value activities such as team development and customer experience improvement.
Third, compliance and risk reduction are significant. Verint Open Platform ability to automatically flag calls containing specific keywords or missing required disclosures reduces compliance risks considerably, which is especially important in regulated industries.
Fourth, cost optimization is achieved. Better forecasting accuracy means contact centers can reduce overstaffing during low-volume periods while still meeting service-level agreements, resulting in direct cost savings.
Finally, unified visibility is provided. Having QM and WFM data in one platform gives leadership a single source of truth for contact center performance, which simplifies reporting and improves decision-making at both the operational and executive level.
What is most valuable?
There are several standout features that I find particularly valuable in real deployments of Verint Open Platform.
First, the open platform architecture, including the ability to integrate with third-party applications via API, is a major strength. It allows organizations to connect Verint Open Platform with their existing CRM , telephony, and ticketing systems without being locked into a single ecosystem.
Second, I would highlight automated Quality Management. Verint Open Platform AI-driven auto-scoring and speech analytics capabilities are excellent for large contact centers where manual evaluation of every call is not feasible. Verint Open Platform ability to set up keyword categories and sentiment detection helps surface high-risk or high-value interactions automatically.
For the third feature, Verint Open Platform Workforce Management engine includes forecasting and scheduling tools that are robust, especially for multi-skill, multi-channel environments. Verint Open Platform real-time adherence monitoring gives supervisors immediate visibility into agent activity versus schedule.
Fourth, I would highlight the unified desktop experience. Having both QM and WFM in a single platform with a unified interface reduces the administrative overhead of managing separate tools and gives managers a consolidated view of agent performance.
Finally, the reporting and analytics are valuable. Verint Open Platform customizable dashboard and reporting suite allows both operational and executive-level reporting from the same data set, which is very useful in demonstrating return on investment to leadership.
What needs improvement?
Although Verint Open Platform is a powerful solution, there are areas where improvement would make a significant difference.
Implementation complexity can be an issue. Verint Open Platform has a steep learning curve and implementations can be lengthy and resource-intensive. Organizations without dedicated Verint Open Platform expertise often struggle during initial deployment. Simplifying the implementation process and improving out-of-the-box configuration would lower the barrier to entry for mid-sized organizations.
Regarding user interface, while functionality is strong, Verint Open Platform UI in some modules can feel dated and less intuitive compared to newer cloud-native competitors. A more modern, streamlined interface would improve adoption rates among end-users and supervisors.
Cloud migrations pose a challenge. Although Verint Open Platform has been moving toward cloud-based delivery, some legacy on-premise customers face issues transitioning to Verint Open Platform cloud version without significant re-implementation effort. A smoother migration path would be beneficial.
There could be improvements for reporting customization. Although Verint Open Platform reporting suite is comprehensive, building highly customized reports can require technical expertise or a professional service engagement. More self-service reporting flexibility would empower administrators and business analysts.
Verint Open Platform licensing and pricing transparency could be clearer. Verint Open Platform licensing model can be complex and costly, particularly for smaller contact centers. A clearer and more flexible pricing tier would make the platform more accessible to a broader range of organizations. I had customers with 200 seats or 500 seats, and many of them moved to either Amazon, Google CCA, CC AI environments, or even 59 environments because Verint Open Platform is very expensive and feels dedicated for super large enterprises with 1,000 or more seats.
For how long have I used the solution?
I have been using Verint Open Platform for eight years.
What do I think about the stability of the solution?
In my experience, Verint Open Platform AI-driven outputs are generally reliable when the platform is properly configured and trained on sufficient data, but accuracy is heavily dependent on the quality of the initial setup.
For speech analytics accuracy, Verint Open Platform speech analytics and keyword detection capabilities perform well for clearly defined categories and high-quality audio recordings. Accuracy rates for keyword detections in good audio conditions are strong. However, performance can degrade with heavy accents, background noise, or overlapping speech, which is a common challenge across most speech analytics platforms in the market.
For auto-scoring reliability, automated quality scoring is reliable for objective, rule-based evaluation criteria, such as whether an agent used a required disclosure or followed a specific script sequence. For more subjective criteria such as tone or empathy, Verint Open Platform AI outputs are best used as a starting point for human review rather than a definitive score.
Regarding overall reliability of Verint Open Platform, the platform is stable and enterprise-grade in terms of uptime and consistency. In my experience, unplanned outages or data integrity issues are very rare. For organizations that invest in proper configuration, tuning, and ongoing model refinement, Verint Open Platform AI outputs become increasingly accurate over time.
What do I think about the scalability of the solution?
Across the various organizations I have worked with, I have had the opportunity to deploy and support Verint Open Platform in multiple configurations, including on-premise, private cloud, and hybrid environments, as well as public cloud.
For the on-premise example, earlier deployments were on-premise, which gave organizations full control over their data and infrastructure. This was particularly preferred in highly regulated industries where data residency and sovereignty are critical requirements.
For private cloud, more recent deployments have shifted toward private cloud configurations, hosted on organizations' own infrastructure or through a managed hosting provider. This offers a balance between control and reduced hardware management overhead.
For hybrid and public clouds, some organizations opted for a hybrid approach, keeping sensitive interaction recordings on-premise while leveraging cloud-based analytics and reporting capabilities. This allows them to modernize gradually without a full rip and replace of existing infrastructure. For Verint Open Platform public cloud, access means no control except as a tenant admin. I would suggest the hybrid cloud over the public cloud.
Having deployed across all these models, I can say that each has its trade-offs. On-premise offers maximum control but higher maintenance burden. Cloud and hybrid deployments reduce infrastructure overhead but require careful planning around data security, latency, and integration with existing telephony and CRM systems. Verint Open Platform supports all of these deployment models reasonably well, which is one of its strengths as an enterprise platform.
What other advice do I have?
Verint Open Platform has made meaningful strides in AI governance and security, which is increasingly important as AI-driven features including auto-scoring, speech analytics, and predictive scheduling become core to Verint Open Platform value proposition.
For data security, Verint Open Platform maintains strong data security standards, including role-based access controls, encryption of recorded interactions at rest and in transit, and audit logging. In regulated industries such as financial services and telecommunications, these controls are essential, and Verint Open Platform generally meets enterprise security requirements very well.
For AI governance, Verint Open Platform provides transparency into how automated scoring and speech analytics categories are configured, which allows administrators to audit and adjust AI-driven decisions. This is important for organizations that need to justify evaluation outcomes to agents or regulators.
For compliance frameworks, Verint Open Platform supports compliance with major frameworks including GDPR and industry-specific regulations, which include controls around data retention, access, and deletion that are configurable at the organizational level.
For areas of improvement in security, as AI capabilities expand, particularly with the DaVinci engine, more granular explainability tools would be valuable. Being able to clearly articulate why an AI module scored a call a certain way is increasingly important from both a fairness and regulatory standpoint. Greater transparency in AI decision-making would strengthen trust in Verint Open Platform automated outputs.
While exact figures vary across the different organizations I work with, here are some representative outcomes I observe.
For agent quality scores, after implementing automated QM and structured coaching programs supported by Verint Open Platform data, organizations typically see quality scores improve by 15 to 25% within the first six months of deployment.
For evaluation coverage, moving from manual random sampling, typically 2 to 5% of calls, to automated evaluation of 100% of interactions is perhaps the most significant operational shift, giving management full visibility rather than a narrow snapshot.
For scheduling efficiency, WFM automation reduces the time spent on manual schedule building by an estimated 40 to 50%, allowing workforce planners to focus on exception management and strategic planning rather than administrative tasks.
For compliance incidents, organizations that use Verint Open Platform speech analytics for compliance monitoring report a noticeable reduction in flagged compliance incidents after the first quarter of deployment, as agents become more consistent with required disclosures once they know interactions are being monitored systemically.
For staffing cost, improved forecast accuracy helps reduce overstaffing during off-peak periods, contributing to measurable reductions in unnecessary overtime costs.
On a scale of 1 to 10, I rate Verint Open Platform at 8 out of 10. It is a credible and balanced score, high enough to reflect genuine confidence in Verint Open Platform, but not a perfect 10, which would seem unrealistic given the real improvement areas I have outlined.
Verint Open Platform is not a 10 primarily because of three factors: the implementation complexity, which requires significant expertise and time investment to get right; Verint Open Platform UI in certain modules, which has not kept pace with more modern cloud-native alternatives; and Verint Open Platform licensing cost, which can be prohibitive for mid-market organizations.
What earns Verint Open Platform the 8 is the sheer depth and breadth of functionality. Very few platforms on the market can match Verint Open Platform combination of enterprise-grade Quality Management, Workforce Management, and AI-driven analytics under one roof. Verint Open Platform is genuinely battle-tested in large, complex contact center environments. It handles scales, multi-skill routing, omnichannel evaluations, and compliance monitoring in ways that many competitors simply cannot match at the same level of sophistication. For any large enterprise contact center that has the resources to implement and support it properly, Verint Open Platform consistently delivers strong ROI and operational value, which is why it remains one of my top recommendations in the workforce engagement management space, despite the areas I would appreciate seeing improved.
My top advice for organizations considering Verint Open Platform is to first invest in proper implementation. Do not underestimate Verint Open Platform complexity. Engage certified Verint Open Platform professionals from the start. A poorly configured deployment will under-deliver regardless of Verint Open Platform capabilities.
Second, define your use cases upfront. Know exactly what you need from QM and WFM before go-live. Trying to configure everything at once leads to delays and scope creep. Plan for training, as end-users, supervisors, and administrators all need role-specific training. Adoption is the biggest risk after implementation.
Finally, start with core features. Get the fundamentals right before enabling advanced AI and analytics features. Build on a solid foundation. Budget for ongoing support, as Verint Open Platform is not a set-and-forget solution. Allocate resources for ongoing administration, tuning, and upgrades. On a scale of 1 to 10, my overall rating for Verint Open Platform is 8 out of 10.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Mayank-Agarwal
Real-time adherence monitoring has improved scheduling accuracy and simplified report handling
Reviewed on Jun 28, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for Verint Open Platform is to update schedules and download the reports.
For example, if an agent has not taken their break at the scheduled time, I go to the calendar part in Verint Open Platform , and from there I change their break activity to the actual time. That is how I update their schedule.
I have used the parameter reports and parameters part in Verint Open Platform to download the reports.
What is most valuable?
The best features Verint Open Platform offers are that it is very easy to check for the adherence of the agent from the variant. I don't have to go for other options.
The adherence part is the primary feature that I would highlight, and reports are also easy to download. You can handle different accounts with a single Verint Open Platform account, which is also great.
Verint Open Platform has made the work much easier for the RTAs and for the schedulers who update the schedules from scratch and download the raw data while checking the adherence for agents. It is very easy and has brought us to a point where we don't need much time for all these tasks. It is very easy to operate.
I have noticed that it saves time, reduces errors, and improves performance.
What needs improvement?
Verint Open Platform cannot be improved in most areas.
I chose eight out of ten because you cannot check for the long calls or the emails and chat summaries in real-time. If those features can be added, it would be ten out of ten.
For how long have I used the solution?
I have used Verint Open Platform for the past one year.
What do I think about the stability of the solution?
Verint Open Platform is stable.
What do I think about the scalability of the solution?
Verint Open Platform's scalability is very good, and it is enormous. I appreciate it.
How are customer service and support?
Verint Open Platform's customer support is very nice.
Which solution did I use previously and why did I switch?
I haven't used any previous solution for this. I'm using Verint Open Platform only.
I have used IEX before Verint Open Platform.
What about the implementation team?
Verint Open Platform is deployed in my organization as a hybrid cloud, and it is very helpful.
Which other solutions did I evaluate?
I think Verint Open Platform is a good option, especially for those who are doing real-time jobs and working on reports. It is very good for real-time adherence as well.
What other advice do I have?
I gave Verint Open Platform a rating of eight out of ten.
Mohit_Kumar
Intuitive workforce views have improved real-time adherence and increased team productivity
Reviewed on Jun 28, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for Verint Open Platform is for the adherence view, scheduling part, and real-time analysis.
A specific example of how I use Verint Open Platform for adherence and real-time analysis in my daily work is through the Adherence View report and the Variant Real-Time View. Additionally, I worked as a Variant admin and know how to create a profile.
What is most valuable?
The best features that Verint Open Platform offers include a very good interface of Variant and the ease of real-time adherence patching, which was much easier to do on Variant compared to other tools I have used.
The interface of Variant stands out to me because of its eye-catching look, making it appealing for my colleagues. Unlike other platforms I have used, which have no eye-catching interface, Verint Open Platform makes it easy to understand what is going on in real-time, while other tools often present a grayed-out experience.
Verint Open Platform has positively impacted my organization by increasing the productive time of my team and making real-time tasks easier to manage. Productivity has increased in Verint Open Platform because there is a particular section for every report, and we also have the option to make amendments in the tool for the report section, which is good to use.
What needs improvement?
To improve Verint Open Platform, I would recommend adding a section that creates easier options for the rostering part, such as work patterns and work events including training, breaks, lunches, and meetings. This way, scheduling or running a roster pattern becomes easier for anyone handling that.
Regarding needed improvements, including more resources instead of just hyperlinks in the Help section of Variant would be beneficial. Including screenshots or short videos for every topic in the Help section would assist someone who is working alone and needs guidance on how to perform tasks.
For how long have I used the solution?
I have been using Verint Open Platform for more than five years.
What do I think about the stability of the solution?
Verint Open Platform is stable.
What do I think about the scalability of the solution?
I would rate Verint Open Platform's scalability as 7.5 to 8.
Which solution did I use previously and why did I switch?
I switched to Verint Open Platform from another solution.
What was our ROI?
I have seen a return on investment with Verint Open Platform, as it is less expensive compared to other tools, making it easier for the business.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing has occurred twice.
Which other solutions did I evaluate?
I chose a rating between 8 and 10.5 because I have used other tools such as Amazon Connect and EWFM, which were not eye-catching or as easy to use as Variant.
What other advice do I have?
Regarding Verint Open Platform's AI capabilities, I believe its accuracy and reliability of output totally depend on how individuals choose their filters. If the correct filter is chosen, the report will be accurately fetched.
My advice to others looking into using Verint Open Platform is to appreciate the interface. I rate this review as 9.
Elisha Guile-Anderson
Real-time analytics have streamlined workforce scheduling and improved service level decisions
Reviewed on Jun 24, 2026
Review provided by PeerSpot
What is our primary use case?
I used Verint Open Platform in my previous job for about two years.
We used Verint Open Platform for scheduling and schedule adjustments.
As a Realtime Analyst, I monitored incoming contact volume by taking a look at the queues and making sure that our contact volume was being addressed according to our service level goals. One specific way that I used Verint Open Platform was when an agent or a group of agents was scheduled for chats or emails. I would do what we called an agility move and quickly pivot their schedule to reflect phones if I saw a phone queue. I would always give the agents about 10 to 15 minutes notice so that they could quickly move. What I really appreciated about Verint Open Platform was that it would also email the agents to let them know that their schedule had been moved, but as a team we would always reach out via Slack as well.
We used Verint Open Platform with a WFM ticketing system so agents, supervisors, and managers could enter a WFM ticket to have us adjust something or take a look at vacation requests. We would definitely use Verint if we had to adjust a break or a lunch, add a meeting, add a team huddle or coaching, or take a look at a vacation request that was possibly pending in Verint.
How has it helped my organization?
It was definitely a great change with Verint Open Platform. We were going from an older scheduling platform that was more expensive. Verint was very reasonably priced, which was really important for the company I was working for. It really streamlined a lot of our processes, especially our Realtime Analyst processes.
What is most valuable?
I really enjoyed the real-time analytics with Verint Open Platform, which was very important for my role as a Realtime Analyst. I used the forecasting a lot, and that was really great. It really helped us determine what our service level goals should be with some variables. I think one of the best ways I used Verint Open Platform was to integrate it with other platforms. I had it work with SQL so that I could assign unplanned time depending on an agent's system logs. That was really great as a Realtime Analyst, so I didn't have to always look up their system logs.
Definitely fewer errors resulted from using Verint Open Platform. As a Realtime Analyst, I monitored the agent's schedules and adjusted, added unplanned absence, or whatever I needed based on their system logs. I would take the information that I generated from SQL and double check to make sure Verint had it, and most of the time Verint had it absolutely correct. I used a lot of importing methods as well where I would take data from SQL, put it into Excel, and then import it into Verint. That was very helpful and definitely streamlined the process of adjusting schedules according to the day-to-day.
What needs improvement?
I thought Verint Open Platform was really great overall. I think there were just a few small things here and there that I would maybe change. I thought it would be really helpful if I could pull up a list of agents specifically, not just based on their teams. If I could just type their names and hit tab and then they would come into some scheduling timeline, that would be beneficial. This would be especially helpful if I needed to add unplanned absence from our sick line. We had agents that would call or email our sick line, calling out sick for the day, so it was a bit of a manual process. But other than that, I thought it was great.
Probably the main improvement would be pulling agents up in more of a list format. Perhaps this has been fixed since my time using the product.
For how long have I used the solution?
I have been working as a Realtime Analyst or Supervisor for almost ten years.
What do I think about the stability of the solution?
It was relatively accurate with Verint Open Platform. I think I saw maybe a couple of outages here and there, but for the most part, it was quickly fixed and what I needed was very accurately represented.
How are customer service and support?
It was great. I never really used the customer support myself, but I know that my supervisors and managers did and they would always come back with really great results and answers to questions that they needed.
Which solution did I use previously and why did I switch?
What other advice do I have?
I do appreciate AI, and I think that Verint Open Platform does a good job of making sure that everything is secure. I absolutely appreciate a human touch in regard to AI. Instead of just asking the computer to do something for me, I am the one making the calculations and then I ask the computer to do whatever task that I need, whether that be making an agility move or adjusting breaks or lunches.
I found the imports very helpful where I would take the new agent data and put it into SQL and then import it into Verint. I personally helped open up a new site a couple of years ago, and I remember Verint Open Platform was very easy to use. There was no struggle at all.
I would say use the AI to your advantage with Verint Open Platform. Make sure that you are inputting information that the AI can help you calculate, but do not rely on AI. Make sure you always have that human touch.
Verint Open Platform is great, and I would rate this review an eight out of ten.
Fabio Soares
Cloud platform has reduced support tickets and has simplified configuration for our customers
Reviewed on Jun 23, 2026
Review from a verified AWS customer
What is our primary use case?
My main use case for Verint Open Platform when I'm supporting these customers is to ensure they have programmed correctly what they need for an agent, or to verify that something programmed in one system is being replied to as it should in another part of the report. I need to make sure they did the configuration correctly and open a ticket with Verint when the configuration is correct and there is a bug in the platform.
A recent situation where I had to troubleshoot or escalate an issue with Verint Open Platform involved a configuration for a couple of agents that was not showing in the reports. We checked the configuration and attempted to reproduce the problem, but it was not possible to make those agents appear in the report. We needed to open a case with Verint. Verint worked on it, and although it took a while to give an answer, they needed to reset something in the system that they did not explain exactly to me. After that, the new agents started appearing in the reports again.
I do not have anything else to add about my main use case or my support experience with Verint Open Platform. We do not have many requests yet for this open platform. Most things work great out of the box, and we do not have many customer complaints about features not working. Verint Open Platform has been working very well this last year.
What is most valuable?
The best features Verint Open Platform offers in my experience supporting it include almost all the features that I have in the on-premise equipment that Verint has. The best thing is that it is easier for the customers themselves, not exactly the end-users, but the customers to configure what they need to do. Since Verint keeps all the systems up to date and with all vulnerabilities addressed, it makes it easy for our customers and even for Avaya to handle these issues.
Verint Open Platform has positively impacted my organization, as the tickets were reduced significantly with this platform. The most impressive thing is how it is faster for our support and, of course, for Avaya as well, as it has reduced the amount of technicians that we need working on this because almost everything goes directly to Verint to solve. We need fewer people working on it, and since tickets go direct to Verint, there are fewer people working on it and it goes faster. There is less of a tier to escalate the problem as it goes directly to Verint.
What needs improvement?
Verint Open Platform can be improved with a focus on Portuguese support. One thing that sometimes customers complain about is the lack of support in Portuguese since I am based in Brazil and the customers that I support are mostly in Brazil. They complain about not having someone from Verint with Portuguese support to facilitate the communication between them. Of course, Avaya acts as the SPOC, and we are in between the customer and Verint as we are supporting the system. However, they would be more comfortable having support in their own language.
I have not taken any training yet regarding Verint Open Platform. I need to check what is available at the Verint website. They usually have good training there. Training is always a good place to improve, and I would like to have more training offered when I access their platform.
The reason I chose eight out of ten for Verint Open Platform is that I believe there are a couple of things that are not yet supported for the cloud. I do not have them at the top of my mind right now, but I remember dealing with something that is not available yet. As I said, Portuguese support would make a big difference for end customers so they could communicate easily with Verint. Most of my score is because of a couple of limitations that I unfortunately do not have at the top of my mind, but I know there are a couple of limitations.
For how long have I used the solution?
I support Verint Open Platform systems as part of my job. I have been doing this for one year and a half for the open platform because we have two customers that are using this system, and I do support for these customers.
What do I think about the stability of the solution?
The ease of configuration with Verint Open Platform helps my customers by making it easier for them to manage their setup. Regarding how Verint handles keeping systems up to date, from my perspective, we have a problem with one customer right now. They have an on-premise system, not the cloud one, and it was flagged in their scan with a couple of vulnerabilities in .NET, and it has been really difficult to resolve. Verint is trying to make patches to solve it, and it has been this way for more than two months now. In the cloud system, this does not happen. All the issues are treated inside Verint, so it makes it very easy to maintain and manage the system.
What other advice do I have?
My advice to others looking into using Verint Open Platform is that it is a good choice if you need to have fewer people managing your system.
The only concern right now regarding Verint Open Platform is about all the available features. If it fits what you need, it is okay to go cloud. Having someone to take care of the service is expensive today. My advice when having Verint right now is to see if it is okay for you to have an on-cloud solution, as it would be a better solution than having on-premise.
Regarding Verint Open Platform's security and governance, I think that Verint has been very responsive to the problems that we have with system vulnerabilities and this kind of thing. I have a good impression of Verint about this. For their cloud system, it looks okay to me, but I do not have enough information to rate this. Overall, I have a good impression of Verint regarding governance and security.
Regarding Verint Open Platform's AI capabilities, I am trying to recall something, but I am not sure I have supported or used any AI capability recently. I used to work with automatic quality monitoring, but that was in the on-premise services, and I do not believe it is AI. I do not believe I can answer this question. I have given Verint Open Platform a rating of eight out of ten.