In 2024, Verint discreetly acquired four AI solution providers to bolster its customer experience (CX) automation capabilities. Among these acquisitions were Cogito and Fonolo, with the remaining two companies not publicly disclosed. Cogito specializes in real-time analysis of acoustic and lexical signals during customer conversations, providing agents with actionable insights. Fonolo offers cloud-based callback solutions, enabling customers to request callbacks during peak call volumes, which are then scheduled for less busy periods.
These strategic acquisitions align with Verint’s introduction of specialized bots designed to automate specific contact center functions. In November 2023, Verint launched 50 such bots, each targeting a distinct task within contact center operations. This initiative underscores Verint’s commitment to enhancing CX automation through targeted AI integrations. More information is available at CX Today.