Verint Systems to grow India workforce to 1000

Customer experience (CX) automation services provider Verint Systems has announced that it will be adding 300 new employees by 2026. This will take the India headcount of the New York-headquartered firm to 1,000, accounting for one-fourth of its total workforce globally. 

This recruitment drive will focus on attracting talent in AI, data science, research, and more, contributing to local employment and economic development. Every year, the company is growing its workforce strength by 15-20%.

The company announced this on the sidelines of officially rebranding its Bengaluru center as its Global Innovation Center (GIC), a first-of-its-kind R&D facility for Verint. The company has been operating in the country for the last two decades, in fact, its foray into the APAC region began in India, a company spokesperson said. 

“In recent years, we have transformed our India operations into a key Innovation Center, making substantial investments in R&D, customer care, and other support functions,” Ajay Dawar Associate Vice President, Bengaluru Global Innovation Center told TechCircle.

Verint is present in 75 countries across the Americas, EMEA, and APAC regions. “Currently, we serve 10,000 customers worldwide, with North America being one of our largest markets, followed by significant growth in EMEA and APAC. India, in particular, plays a crucial role within the APAC region. In India, eight of the top 10 banks and eight of the top 10 BPOs rely on our solutions,” he added.

To be sure, Nasdaq-listed Verint spun off its intelligence and cyber activities named Cognyte Software in 2021, while Vering continued to focus on customer engagement. Since the spin-off, Verint has developed a data and AI-based open platform. This platform helps its customer increase CX Automation across all touchpoints with their clients, including the contact center, back office, branch, web sites, and mobile apps. 

“As an open platform, we believe this approach is the right choice philosophically and strategically. It enables us to fully leverage hyperscalers and their advancements while also benefiting from open-source technologies,” said Rob Scudiere, the chief technology officer.

“Additionally, we integrate our own proprietary models, carefully selecting the best option based on price-performance for each specific micro-workflow or AI-driven automation task.”

Scudiere added that the CX industry is experiencing a shift from early chatbots and traditional systems – solutions that had some success but often led to customer frustration. They are now replaced by intelligent virtual assistants that operate across both voice and digital channels.

That said, the role of human agents is yet to be entirely automated. 

“Across brands, we observe different approaches. Some are transforming their agents into sales forces, while others are enhancing both customer and employee experiences. From a customer perspective, this means agents can focus more on meaningful conversations. From an employee standpoint, it involves eliminating repetitive tasks, such as call summaries—automation that can save agents 30+ seconds per call, allowing them to focus on customer engagement rather than manual note-taking,” he concluded.