Parloa, a pioneer in Agentic AI for customer service, has announced a strategic integration with Verint’s CX Automation Platform, introducing a new level of hybrid workforce collaboration between human and AI agents. Through this integration, Parloa’s AI Agent Management Platform (AMP) is now fully compatible with Verint’s Workforce Engagement (WFE) solutions, allowing enterprises to deploy and manage AI agents alongside human counterparts seamlessly.
This partnership underscores a growing shift in customer service—toward scalable, always-on AI agents that complement human expertise. By integrating Parloa’s intelligent AI agents with Verint’s robust operational tools for forecasting, scheduling, and performance optimization, enterprises gain the ability to manage both agent types under a unified framework. This alignment enables better call routing, ensures every interaction is addressed efficiently, and allows businesses to scale their service capacity dynamically in response to demand fluctuations.
“The contact center no longer consists of only human agents. It has transitioned to a hybrid workforce of humans and AI agents. This partnership allows customers to manage Parloa AI Agents the same way they manage a human workforce, giving call center managers the ability to improve customer outcomes in a cost-effective way,” 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.”
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The collaboration also leverages Verint’s Open Platform architecture to provide multilingual support across voice, chat, and translation—enabling global enterprises to deliver consistent service across all customer channels. Additionally, organizations can evaluate, coach, and optimize the performance of AI agents just like human staff, ensuring continuous improvement and high-quality interactions.
Ken Archer, Americas Channel Chief at Verint, added, “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. Together, these solutions enable contact center teams to see strong business outcomes by improving workforce capacity, increasing revenue and elevating CX.”
The integration is designed to enhance operational efficiency without requiring disruptive changes to existing systems, supporting smooth AI adoption and faster return on investment.
