List of Verint Open Platform Customers
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Since 2010, our global team of researchers has been studying Verint Open Platform customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Verint Open Platform for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Verint Open Platform for Call Center include: Aviva Insurance, a United Kingdom based Insurance organisation with 24364 employees and revenues of $40.87 billion, NOS SGPS, a Portugal based Communications organisation with 2448 employees and revenues of $1.66 billion, First Capitol Connect, a United Kingdom based Leisure and Hospitality organisation with 750 employees and revenues of $255.0 million and many others.
Contact us if you need a completed and verified list of companies using Verint Open Platform, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Verint Open Platform customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Aviva Insurance | Insurance | 24364 | $40.9B | United Kingdom | Verint Systems | Verint Open Platform | Call Center | 2019 | Five9 |
In 2019, Aviva Insurance deployed Verint Open Platform in its UK contact centre under the Call Center category. The rollout incorporated Verint Speech Analytics integrated with Verint Open Platform to identify and remediate orphaned customer cases. The deployment was supported and hosted by partner Five9.
Implementation focused on speech analytics capabilities including call capture, automated transcription, sentiment and keyword detection, and automated case identification workflows driven by Verint Speech Analytics. Verint Open Platform provided orchestration, case routing and quality monitoring functions, enabling captured interactions to generate or update customer cases for downstream handling. Configuration emphasized rule-based tagging and alerting to surface orphaned cases to contact centre queues.
The solution integrated speech analytics outputs with Open Platform workflows and was hosted via Five9, creating an operational stack within Aviva's UK contact centre environment. Operational coverage targeted customer service and case management teams, with implications for compliance monitoring and contact centre quality assurance. The deployment used Verint Speech Analytics and Verint Open Platform capabilities to bridge voice analytics to case remediation processes.
Outcomes reported by Aviva included an 85% increase in transactional NPS and a 20% reduction in orphan-related calls, improvements that were tied to the automated identification and remediation of orphaned customer cases. Governance changes included centralized monitoring and escalation workflows within the Verint Open Platform, which formalized case handling and compliance review at the contact centre level. No cost or risk figures were provided.
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First Capitol Connect | Leisure and Hospitality | 750 | $255M | United Kingdom | Verint Systems | Verint Open Platform | Call Center | 2024 | n/a |
In 2024, First Capitol Connect deployed Verint Open Platform to extend digital and social messaging handling within its Call Center operations. The implementation targeted social channels in the UK contact centre to increase automated handling capacity and to reduce the live agent workload.
The deployment used Verint Agent Virtual Assistant capabilities to automate inbound social messaging and leveraged Agent Copilot capabilities inferred from the Verint Open Platform to provide agent-facing context and suggested responses. Configuration emphasized conversational automation, message triage, and assisted workflows to raise automated resolution rates and improve handoff fidelity between virtual assistants and human agents.
Operational coverage included customer service and social media teams in the UK contact centre, with routing, escalation, and knowledge workflows aligned to the new automation layer. Governance changes focused on new agent assist procedures and message escalation policies to preserve consistent service quality and to integrate automated and human handling across channels.
Verint Agent Virtual Assistant deployment increased customer satisfaction from about 50% to about 80% and halved average handling time on social channels from 5 minutes to 2.5 minutes, effectively doubling agent capacity in the UK contact centre. Verint Open Platform's Agent Virtual Assistant and Agent Copilot capabilities enabled the documented improvements in social messaging throughput and agent productivity.
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NOS SGPS | Communications | 2448 | $1.7B | Portugal | Verint Systems | Verint Open Platform | Call Center | 2022 | n/a |
In 2022, NOS SGPS implemented Verint Open Platform in its contact centre environment. NOS SGPS implemented Verint Open Platform for Call Center to unify social and messaging channels supporting customer engagement across Portugal, handling approximately 200,000 inbound messages annually.
The deployment used Verint Messaging and Verint Intelligent Virtual Assistant as implemented components of the Verint Open Platform. These modules were configured to centralize social and messaging channel intake, provide automated conversational handling, and escalate to live agents when required, aligning with Call Center functional workflows such as routing, queuing, and agent assist.
Operational coverage targeted the NOS contact centre in Portugal, impacting customer service and contact centre agent workflows. The implementation consolidated messaging channels into a single platform, enabling agents to manage social and messaging interactions within Verint Messaging and receive Intelligent Virtual Assistant driven suggestions during conversations.
Governance and rollout emphasized platform module adoption across agent teams and channel handling policies, with training to align workflows around messaging and IVA automation. The case study reported approximately 61% increase in Net Promoter Score and approximately 40% increase in agent productivity, outcomes tied to the Messaging and Intelligent Virtual Assistant components of the Verint Open Platform.
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