Parloa has announced a strategic integration with Verint to bring together Parloa’s AI Agent Management Platform (AMP) and Verint’s robust CX Automation Platform, forging a path toward a blended workforce of AI and human agents.
“This partnership allows customers to manage Parloa AI Agents the same way they manage a human workforce, giving call centre managers the ability to improve customer outcomes cost-effectively,” said Dorothy Copeland, SVP of Parloa’s Partner Ecosystem. “By combining Verint’s leadership in CX Automation with Parloa’s innovation in Agentic AI, we are delivering a powerful combination of capabilities to the market.”
With this integration, enterprises can now manage AI agents just like their human counterparts—hiring, training, monitoring, and optimising them within Verint’s Workforce Engagement (WFE) tools. Call centre managers gain the ability to deploy Parloa’s endlessly scalable, always-on AI agents side-by-side with human staff, enabling a dynamic, flexible, and cost-efficient approach to customer service.
Reducing Cost Per Call
The joint solution empowers contact centres to intelligently route every customer interaction to the most appropriate resource, human or AI, dramatically reducing costs per call, boosting first-contact resolution rates, and ensuring 24/7 availability. With the ability to scale based on real-time demand, businesses can now easily adapt to fluctuating call volumes without sacrificing service quality.
“Bringing this integration to market enables our joint customers to access both Verint’s industry-leading CX Automation Platform and Parloa’s Agentic AI solutions,” said Ken Archer, Verint’s Americas Channel Chief. “Together, these solutions enable contact centre teams to see strong business outcomes by improving workforce capacity, increasing revenue and elevating CX.”
Verint’s extensive reach, spanning over 180 countries and serving more than 80% of Fortune 100 companies, combined with its Open Platform architecture, enables seamless integration of Parloa’s AMP. This includes advanced AI services such as multilingual voice and chat capabilities, as well as natural language translation. As a result, enterprises can deliver consistent, high-quality service across every channel and language.
Through this integration, AI agents become an integral part of the broader workforce strategy—analysed, coached, and optimised using the same tools already trusted by leading brands. The partnership ensures that organisations can adopt AI-driven solutions without disrupting existing workflows, unlocking efficiency gains and tangible ROI while maintaining a human touch.