About Verint Case Management
Verint Case Management is a case management software from Verint that helps organizations manage and track customer interactions and issues. It includes case tracking, workflow automation, and reporting tools so teams can efficiently resolve customer inquiries and improve service quality. This platform is designed to centralize case-related information, facilitating better collaboration among team members. Users can access real-time updates and status reports, allowing for timely decision-making and resource allocation. Key capabilities: case tracking workflow automation reporting tools user management integration with other systems Best for: customer service teams that need to manage and resolve client issues effectively.
Verint Case Management by Verint is an enterprise-level solution designed to streamline and automate case handling across legal, compliance, and back-office environments. Its primary purpose is to centralize information, enforce consistent workflows, and improve visibility across complex legal processes. The platform stands out for its configurable workflow engine, advanced routing capabilities, and strong audit and compliance controls key requirements for Enterprise Legal Management. The user interface is professional, structured, and tailored for process-heavy work. Dashboards provide a clear view of pending tasks, deadlines, and workload distribution, while customizable forms and guided workcards help users navigate cases step by step. Although the interface is dense due to the volume of available features, it remains intuitive once configured to match an organization’s processes. This design approach reduces training time and supports efficient task execution for high-volume legal teams. Functionality is a major strength. Verint Case Management supports automated task assignment, rule-based workflows, document management, parallel processing, SLA tracking, and detailed case histories. These features make it particularly well suited for regulatory or compliance-driven departments.
Pros & Cons
- +Cloud-native open platform enables quick, scalable integration with existing CX solutions.
- +AI bots deliver measurable ROI (cost savings, sales lift) in weeks, not months.
- +Real-time Agent Copilot and Coaching Bot significantly increase agent capacity and performance.
- +Comprehensive analytics cover speech, text, and desktop activity for deep insights.
- +IVA contains up to 85% of interactions, drastically lowering operational costs.
- −AI success and ROI are highly dependent on the quality of initial implementation and data.
- −Integration with an open platform still requires expertise and potential development effort.
- −Agent adoption of Coaching Bot may face resistance or require dedicated change management.
- −Specific pricing details are not public, requiring a demo request for cost evaluation.
- −Analytics breadth (VoCE, WFM) suggests a wide product scope which can be complex to deploy entirely.
Features
Key features
- AI-Powered CX Workflow Automation
- Uses AI-powered bots, such as the Intelligent Virtual Assistant (IVA), to automate customer experience workflows and deliver measurable ROI in weeks.
- Open Cloud-Native Architecture
- Provides a cloud-native, open platform that facilitates the integration of data and AI at the core to increase CX automation.
- Agent Copilot & Real-Time Coaching Bot
- Dramatically increases agent capacity and performance by providing real-time guidance and support during live interactions.
- Comprehensive Business Analytics
- Offers Speech, Text, and Desktop Analytics to provide deep insights into interactions and agent processes for performance management.
- Unified Voice of Customer & Employee (VoCE)
- Gathers cross-channel insights from both customer experiences and employee performance to drive holistic improvements.
- Measurable Business Outcomes Focus
- The platform is explicitly focused on delivering quantifiable results like cost containment, sales increase, and NPS improvement quickly.
Additional features
- Cloud-Native Open Platform
- Provides the architecture backbone for increasing CX automation with AI and data.
- AI-Powered Bots
- Utilizes various artificial intelligence bots to automate workflows.
- Customer Self-Service
- Increases self-service options using AI-powered Intelligent Virtual Assistants (IVAs).
- Agent Copilot
- Features to dramatically increase agent capacity and efficiency during interactions.
- Omnichannel Channels & Desktop
- Delivers consistent customer experiences across all interaction channels.
- Speech Analytics
- Analyzes spoken language to gain business insights from voice interactions.
- Text Analytics
- Analyzes written text (chat, email, etc.) to gain insights from non-voice interactions.
- Desktop Analytics
- Provides insights into agent desktop activity and process flows.
- Voice of Customer (VoC)
- Gathers cross-channel insights into the customer experience.
- Voice of Employee (VoE)
- Gathers insights into the employee experience and performance.
- Exact Transcription Bot
- Achieves high accuracy in transcribing interactions to text for analysis.
- Workforce Engagement
- Features designed to increase employee capacity, performance, and experience.
- Coaching Bot
- Provides real-time coaching and guidance to contact center agents.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Verint Case Management
Verint Case Management is a case management software from Verint that helps organizations manage and track customer interactions and issues. It includes case tracking, workflow automation, and reporting tools so teams can efficiently resolve customer inquiries and improve service quality. This platform is designed to centralize case-related information, facilitating better collaboration among team members. Users can access real-time updates and status reports, allowing for timely decision-making and resource allocation. Key capabilities: case tracking workflow automation reporting tools user management integration with other systems Best for: customer service teams that need to manage and resolve client issues effectively.
Verint Case Management Details
Verint Case Management's In-App Market Place
Does Verint Case Management have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CNY (¥), CHF (Fr), SEK (kr), NOK (kr), DKK (kr), NZD (NZ$), SGD ($), HKD (HK$)
Pros & Cons
- Cloud-native open platform enables quick, scalable integration with existing CX solutions.
- AI bots deliver measurable ROI (cost savings, sales lift) in weeks, not months.
- Real-time Agent Copilot and Coaching Bot significantly increase agent capacity and performance.
- Comprehensive analytics cover speech, text, and desktop activity for deep insights.
- IVA contains up to 85% of interactions, drastically lowering operational costs.
- AI success and ROI are highly dependent on the quality of initial implementation and data.
- Integration with an open platform still requires expertise and potential development effort.
- Agent adoption of Coaching Bot may face resistance or require dedicated change management.
- Specific pricing details are not public, requiring a demo request for cost evaluation.
- Analytics breadth (VoCE, WFM) suggests a wide product scope which can be complex to deploy entirely.
Verint Case Management's Support Options
Contact
1 (800) 483-7468Chatbot
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