Verint Adds AI Orchestration & Enhanced Intelligence

Author: Beth Schultz, VP of Research and Principal Analyst

What's the news?

At its Engage 2026 customer and partner event on June 23, 2026, Verint launched an AI orchestration platform for a hybrid workforce of artificial intelligence (AI) and human agents, along with new workforce, desktop, and quality intelligence capabilities aimed at bolstering desired business outcomes.

The AI orchestration environment, called Agent Factory, enables enterprises to build, configure, and manage AI agents for use within automated customer experience (CX) workflows. As such, Verint customers will be able to use AI agents they’ve developed alongside any of the many task-specific AI agents Verint offers, with work flowing to human agents as needed. Additionally, Agent Factory features centralized prompt management, the flexibility to integrate external AI models, and enterprise data governance controls provided via Verint’s CX Automation Platform.

The new intelligence capabilities build on this AI orchestration framework. They are:

• Workforce Intelligence – Available across Verint’s full workforce management portfolio, the enhanced Workforce Intelligence capabilities give supervisors real-time tools for adjusting staffing and task assignments based on in-the-moment conditions and enables them to measure against business outcomes instead of simple schedule adherence
• Desktop Intelligence – Captures agent screen activity across different applications to analyze and map out efficient workflows, uncover shadow processes, and turn unstructured behavior into AI-ready structured data
• Quality Intelligence – Extending Verint Quality Automation, this new intelligence capability connects interaction data with backend system actions to verify that agents properly execute the resolutions they promise to customers