Verint’s CTO Rob Scudiere Discusses the Company’s First Global Innovation Centre in Bengaluru

Verint, a global leader in AI-driven customer experience automation, recently made a strategic decision to establish its first Global Innovation Centre (GIC) in Bengaluru, India. In a recent interview with Express Computer, Rob Scudiere, Verint’s CTO, shared insights into the company’s rationale behind this move and how it aligns with their global strategy.

Rob highlighted the pivotal role India plays in Verint’s success, particularly in advancing AI-driven customer experience automation. With over 30 years of experience in the SaaS space, Rob has been driving innovation around Verint’s open platform to deliver AI-powered business outcomes, helping customers solve real-world challenges and enhance their experiences.

The decision to establish Verint’s first GIC in Bengaluru was driven by the incredible talent and thriving innovation ecosystem in the region. The Bengaluru team serves as a technology hub, powering Verint’s operations across over 100 countries and contributing to innovations in AI, data science, and automation.

Verint’s approach to attracting and retaining top talent for the Bengaluru GIC includes recruiting from top-tier universities, bringing in experienced professionals with expertise in AI and data science, and providing robust career development and training programs. The company also promotes innovation through initiatives like hackathons to foster a collaborative environment for employees to generate ideas and improve products.

In terms of leveraging AI and automation to enhance customer experience and operational efficiency, Verint focuses on delivering AI-driven business outcomes for its customers. By automating workflows within contact centres, Verint’s AI technology helps reduce costs and enhance customer experience. Real customer testimonials showcase tangible savings and improved operational efficiency achieved through Verint’s solutions.

Generative AI plays a significant role in Verint’s operations, with over 50 bots automating various workflows. The company leverages different models, including open-source and proprietary ones, to choose the best model suited for each specific workflow and deliver optimal results for customers.

While setting up a GIC comes with its challenges, such as keeping up with the latest innovations in a fast-moving market and retaining top talent, Verint focuses on recruiting, retaining, and upskilling its best talent to stay competitive from a technology perspective.

Looking ahead, the Bengaluru GIC will focus on developing innovations that contribute to Verint’s global platform, with teams owning specific parts of the platform and driving innovations. Key innovations include the Engagement Data Hub, Data Insights, and the Time Flex bot, all aimed at democratizing processes and enhancing efficiency for customers.

Overall, Verint’s decision to establish its first GIC in Bengaluru underscores the company’s commitment to leveraging India’s talent pool and thriving innovation ecosystem to drive advancements in AI-driven customer experience automation on a global scale.