Verint has confirmed that it snapped up four AI solutions providers last year.
The providers include Cogito, Fonolo, and two unnamed vendors.
While Verint hasn’t formally announced the acquisitions, CX Today first caught wind of the Cogito acquisition.
Cogito offers software that captures 200+ acoustic and lexical signals in real time to draw more insight from customer conversations and guide agents.
The acquisition surfaced when Verint unveiled a new CX/EX scoring bot, leveraging its technology.
However, Verint has now clarified the Cogito roll-up was just one deal in an acquisition spree, as it onboarded several new AI solutions. Some of these will likely power its plethora of specialized bots (more on this later!).
Confirming these additional deals, a Verint spokesperson told CX Today: "The acquisitions Verint made in 2024 were small technology tuck-ins to support its market-leading CX Automation innovation.
In April, Verint acquired AI-powered analytics technology; in May, Verint acquired cloud-based callback technology; and in October, Verint acquired data analytics technology.
While Verint hasn’t disclosed the names of the companies it acquired, the callback technology provider is likely Fonolo, which has since changed its name on LinkedIn to "Fonolo, A Verint Company."
The company promises to enable customers to request callbacks during periods of high call volumes. Its solution then defers the callback to quieter time slots to support contact center teams in managing peak periods.
Additionally, Fonolo notes that its technology integrates "seamlessly" with a contact center’s existing tech stack, allowing the business to serve on-premise, cloud, and hybrid operations.
Currently, Verint doesn’t have a specialist bot that enables callbacks. However, it does offer callback software that now offers all these capabilities.
Verint’s Specialized Bots: A Strategy Ahead of Its Time
In November 2023, Verint introduced its specialized bot strategy. In doing so, it released 50 bots, each aiming to automate a single contact center function.
Additionally, these bots would augment a specific role, "automate without disruption", and collaborate with other bots.
Sound familiar? Indeed, Verint proved ahead of even Microsoft, Salesforce, and SAP in understanding the potential of enterprise AI Agents.
