Verint Outlines a Two-Pronged Contact Center WFM Strategy Following Its Calabrio Merger

In November 2025, Thoma Bravo completed its acquisition of Verint.

Little more than two weeks later, the private equity firm shared its intention to merge Verint with another company on its roster: Calabrio. 

Now, the two vendors are moving forward as one, operating under the Verint name.

Given the overlap in their portfolios, the announcement raised several questions about how the united company will combine its offerings. 

After all, Verint and Calabrio both offer contact center quality assurance, conversational analytics, and workforce management (WFM) solutions. 

Across the latter, the vendors are widely referred to as two of the ‘big three’ WFM providers, with NiCE being the other. 

As such, many resource planners have had their reservations about how the acquisition may impact them. 

Yet, in a conversation with CX Foundation, Florian Garnier, a Go-to-Market Leader at Verint, helped allay those concerns.

“The key thing to understand is that we are not merging the two WFM platforms into one.”

Florian Garnier

Go-to-Market Leader at Verint

Instead, Verint will - over time - position Calabrio WFM as more of a midmarket solution and Verint as an enterprise offering. 

“One of the biggest things Calabrio brings is speed and nimbleness,” continued Garnier. “Tech-forward companies tend to choose Calabrio because they want fast innovation.”

“Verint, on the other hand, is very strong for large enterprises with complex structures, deep hierarchies, and advanced permissions.”

“So together, we cover both ends.”

While Verint will position the two solutions differently, Garnier stresses that the vendor won’t force migrations, so no matter if a contact center has 200 or 65,000 seats, it can stay on its chosen platform.

Yet, Verint will cross-leverage “the most compelling features” from each solution in a bid to provide “the best of both worlds” and help customers unlock better functionality over time. 

Already, the vendor has isolated three major capabilities to share.

1. Verint Strategic Planner

Verint Strategic Planner helps organizations forecast and plan staffing, costs, and service outcomes up to several years into the future.

As a result, teams can gauge the potential long-term impact of different staffing and operational choices, enabling them to make more informed strategic workforce decisions.

For instance, planners can better predict the consequences of hiring more staff, changing training times, or adjusting vacation policies, with a deeper understanding of how those decisions could affect service levels, budgets, and revenue.

2. Verint TimeFlex Bot (Already Available to Calabrio Customers) 

The Verint TimeFlex Bot is a unique innovation that lets employees adjust their schedules while keeping the overall plan balanced.

It does so by assigning a ‘FlexCoin’ value to every 15-minute interval, so changes that help the schedule earn coins while unhelpful changes spend them.

Employees must maintain a positive Flex Coin balance and stay within their contracted hours, ensuring schedule adjustments don’t disrupt business needs.

Yet, so long as they follow these two rules, reps can shift, split, shorten, lengthen, or even delete shifts, giving them newfound schedule flexibility.

Importantly, this is one of several Verint bots now available to Calabrio customers, beyond those only leveraging its WFM software.

3. Calabrio Workforce Intelligence

Calabrio announced Workforce Intelligence in September 2025. It aims to cut through the manual drudge work of WFM by providing an agent and supervisor virtual assistant. 

The former handles time off, shift swap, and various other agent requests, while the latter allows supervisors to query WFM data in natural language, rather than interpreting reports.

Verint has some competing capabilities here. Yet, Workforce Intelligence offers another assistant for WFM managers: Predictive Actions. 

Notably, this solution predicts end-of-day service levels, shares its reasoning, recommends actions, and - critically - can execute those actions on request.

“Verint enterprise customers want this capability, so we’re adding Workforce Intelligence into the Verint platform,” concluded Garnier. 

Staying Ahead in Contact Center WFM

Merging two WFM solutions with such different architectures into one would have taken years. The Calabrio team previously learned this lesson from its 2019 acquisition of Teleopti.

As such, Verint is moving forward with a dual strategy that aspires to maximize each platform’s unique strengths, avoid customer friction, and optimize revenue and developer hours.

The latter will prove critical as the speed of change across the WFM space starts to accelerate with the emergence of AI agents, increasing convergence with performance management, and an evolving list of technologies to integrate with, such as UCaaS and HR solutions.

WFM is also becoming increasingly crowded, as CCaaS players build out their own offerings. 

While Verint can offer two much more mature solutions than most of those CCaaS providers, it must remain cautious of this trend and keep innovating to stay ahead.