Parloa and Verint Team Up to Enhance Customer Service with Hybrid AI and Human Workforce Integration

Parloa, a pioneering company in agentic AI for customer experience, has partnered with Verint (NASDAQ: VRNT), a global leader in CX Automation, to integrate Parloa's AI Agent Management Platform (AMP) with Verint’s CX Automation Platform. This collaboration aims to revolutionize customer service by creating a seamlessly integrated hybrid workforce of AI and human agents. The integration of Parloa's AMP with Verint's platform allows enterprises to deploy, manage, and optimize a scalable team of AI agents alongside human agents using Verint’s Workforce Engagement (WFE) solutions. Call center managers can treat AI agents as part of the regular workforce, ensuring consistent performance management and training. This approach enhances customer outcomes by reducing costs, ensuring all calls are answered, improving resolution times, and enabling flexible workforce scaling to meet real-time demand. One of the core benefits of this integration is the ability to match the right agent—be it human or AI—to each type of call, optimizing the use of resources. Parloa's AMP supports various interaction channels, including voice, chat, and language translation, offering multilingual support and a seamless customer experience. By leveraging Verint’s Open Platform architecture, businesses can seamlessly incorporate these advanced AI capabilities into their existing systems, facilitating smooth adoption and immediate return on investment (ROI). Dorothy Copeland, Senior Vice President of Parloa’s Partner Ecosystem, emphasized the strategic alignment of the two companies. "The contact center has evolved from a strictly human-based operation to a hybrid model of humans and AI agents. This partnership empowers call center managers to improve customer outcomes in a cost-effective manner," she stated. The integration ensures that every call is answered promptly, resolutions are handled efficiently, and the workload is distributed optimally, leading to better customer satisfaction and operational efficiency. Ken Archer, Verint’s Americas Channel Chief, highlighted the mutual benefits of the partnership. “By bringing this integration to market, our joint customers gain access to both Verint’s industry-leading CX Automation Platform and Parloa’s cutting-edge Agentic AI solutions. This combination not only boosts workforce capacity but also drives revenue growth and enhances the overall customer experience.” The partnership extends beyond just integrating technologies; it also involves joint marketing efforts and demonstrations at industry events. Both companies will showcase the new integration at the Customer Contact Week (CCW) conference in Las Vegas from June 9-12, where attendees can see firsthand how the combined solution works and book meetings for further discussions. Verint currently collaborates with top brands in more than 180 countries, including over 80% of the Fortune 100 companies, helping them enhance customer experience through automation. With Parloa’s addition, Verint can offer even more comprehensive solutions, driving greater operational efficiencies and improving customer interactions. Parloa, founded in 2018 by Malte Kosub and Stefan Ostwald, has grown to employ over 300 people across offices in Berlin, Munich, and New York. The company specializes in developing AI agents capable of engaging in natural, human-like conversations, which are tailored to specific business needs. Parloa's technology has been trusted by global brands to increase customer satisfaction, deepen loyalty, and unlock new revenue streams. Verint, on the other hand, is a Nasdaq-listed company known for its robust customer experience automation solutions. The company’s Verint Open Platform provides a flexible, AI-driven framework for enhancing CX across multiple touchpoints. Verint’s extensive client list and certification as a Great Place to Work reflect its commitment to innovation and excellence in the CX space. Industry experts laud the partnership as a significant step forward in the evolution of customer service. They predict that the integration will lead to broader adoption of AI in call centers, ultimately transforming the way businesses engage with their customers. The combination of Parloa’s specialized AI capabilities and Verint’s established infrastructure is seen as a winning formula, poised to set new standards in CX automation and hybrid workforce management. This partnership demonstrates the growing trend of integrating AI with traditional human operations to achieve higher efficiency and better service quality. As businesses continue to navigate the digital transformation, the collaboration between Parloa and Verint offers a blueprint for how AI can complement and enhance human-centered services, driving both operational and financial success.