Verint and Zoom Expand Partnership to Close Engagement Gap

What is the customer engagement capacity gap? Essentially, it’s the difference between the type of experience customers expect to have, and the experience they actually get based on the limitations of a customer support center. Many things add to this gap, including labor shortages, improper training and staffing, a lack of a centralized knowledge repository and poor management. Many companies are striving to reduce or eliminate the gap, only to find themselves stymied in their efforts to build digital-first engagement and more empathic connections with customers due to poorly integrated or non-existent resources.

Customer engagement solutions provider Verint (News - Alert) and Zoom announced an expansion to their partnership that aims to help organizations close the customer engagement capacity gap. The partnership involves additional integration of the Verint Customer Engagement Platform with Zoom Contact Center, an omnichannel contact center solution.  Zoom Contact Center is optimized for video and intentionally supports a robust suite of channels, such as voice, web chat, SMS, and video.

Verint Data Management solutions have been integrated with Zoom Phone (News - Alert) and Zoom Meetings to help businesses capture, archive, analyze, ensure compliance, and retrieve interactions. The expanded partnership complements this platform-to-platform approach by connecting the Verint Platform to Zoom’s rich set of Contact Center APIs to deliver workforce engagement.

“Verint and Zoom have a shared goal to help businesses deliver better customer and employee engagement,” said Oded Gal, chief product officer at Zoom. “Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized responses to their customers on the trusted Zoom platform. When combined with the Verint Platform, enterprises can improve employee experience and performance in the contact center, back-office and branch teams.”

Verint chief product officer Jaime Merritt noted that the expanded integration builds on a longstanding existing cooperation between Verint and Zoom.

“This partnership is unique in that our platform works with Zoom’s collaboration and unified communications solutions, and now, will work with Zoom Contact Center, allowing organizations to choose a seamless solution for all their enterprise needs,” he noted.

Edited by Erik Linask