Verint has achieved co-sell-ready status with Microsoft, and its CCaaS platform will be added to the Microsoft Azure Marketplace by "early fall".
Co-sell ready status enables the Verint Open Contact Center as a Service Platform to be incorporated into the Azure marketplace so that both Verint and Microsoft work side by side in selling the customer experience (CX) automation platform.
According to Verint, by providing CX automation capabilities, they will enable brands to pay less for an improved customer experience outcome.
Verint’s John Bourne, Senior Vice President of Global Channels and Alliances, commented on the news:
As a top-tier Microsoft partner, our expanded relationship presents a global opportunity to work together to bring CX automation to more enterprises.
"By leveraging data and AI to increase CX automation, our Open CCaaS Platform enables brands to elevate CX while lowering operating costs."
The Azure Marketplace is an online market for cloud solutions, which Microsoft has certified for Azure.
It connects companies seeking to buy or sell their cloud-based solutions with pre-developed and ready-to-use solutions available.
What Is the Verint Open CCaaS Platform?
Jamie Meritt, Chief Product Officer at Verint, explained the Open CCaaS concept in a video interview with CX Today, as shared below.
As the video suggests, Verint believes that while CCaaS solutions try to provide a single application to effectively manage contact center conversations, they often fail to due to their closed and inflexible natures.
Furthermore, some CCaaS platforms may restrict organizations from scaling their operations, hampering AI and automation deployments.
Whereas, Verint explains, an open CCaaS platform can take advantage of third-party CRM and HCM as data sources to customize and scale user experiences.