Comparing Gemini Enterprise for Customer Experience and Verint? Both are Contact Center & CCaaS and Enterprise tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at how they price, what they integrate with, and when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.
| Attribute | Gemini Enterprise for Customer Experience | Verint |
|---|---|---|
| Pricing | Paid · $0.50/session | Paid · Custom |
| Founded | 2018 | 1994 |
| Categories | AI Agents & Chatbots Contact Center & CCaaS Enterprise | Contact Center & CCaaS Enterprise QA & Conversation Analytics |
| Integrations | UJET Genesys Cisco Five9 Twilio Mitel RingCentral BigQuery | Five9 Genesys Cloud Amazon Connect Zoom Contact Center Salesforce Service Cloud AWS Google Cloud |
Gemini Enterprise for Customer Experience is Google Cloud's customer service AI stack, the 2026 successor to Contact Center AI. Its centerpiece, Customer Experience Agent Studio, lets teams build multimodal support agents on a drag and drop canvas that talk with customers over chat and phone in humanlike voices across more than 40 languages, handling text, audio, and images. Agent Assist coaches human reps live with transcription, summarization, and knowledge suggestions, while Customer Experience Insights surfaces service trends from conversation data. A companion CCaaS layer, built with UJET, supplies the actual contact center routing and telephony.
The product line launched as Contact Center AI at Google Cloud Next in July 2018, and that launch is the founding year used here since Google itself dates to 1998. It became Customer Engagement Suite with Google AI in September 2024, then was folded into Gemini Enterprise for Customer Experience at the NRF retail show in January 2026. The results are real: Verizon put Agent Assist in front of 28,000 care reps, Bell Canada credits the suite with 20 million dollars in savings, and Kroger, Papa Johns, Lowe's, and Woolworths signed on as early adopters of the new agentic tools.
Pricing is published and usage based, which is rare in this market. Agent Studio sessions cost 50 cents each for chat or voice, with voice overage at a quarter of a cent per second after five minutes. Agent Assist starts at $0.002 per chat message or 3 cents per voice minute. The CCaaS platform and migrations from older Dialogflow agents are quote based through sales.
Choose Google if you want top tier conversational AI building blocks, transparent metered pricing, and the muscle of Google's speech and Gemini models, and you have the engineering capacity to assemble them. Skip it if you need a turnkey helpdesk in an afternoon, or if constant renaming makes you nervous: this product has had three names in three years.
Read the full Gemini Enterprise for Customer Experience listing → · See Gemini Enterprise for Customer Experience alternatives →
Verint calls itself the CX Automation Company, and the pitch is specific: an open platform where Da Vinci AI acts as a bot factory, turning a mix of proprietary, commercial, and generative models into a team of specialized bots. A containment bot answers customers directly on voice and digital channels, a knowledge suggestion bot feeds agents context-specific answers mid-call, a transcription bot covers more than 80 languages, and an intent discovery bot mines conversations for automation opportunities. Around the bots sits the classic Verint stack: workforce management, quality management, interaction analytics, and knowledge management.
The company has been at this longer than most. It started in 1994 as a Comverse Technology subsidiary, took the Verint name at its 2002 IPO, and grew into a workforce engagement giant based in Melville, New York, claiming roughly 10,000 customers in more than 175 countries and over 80 percent of the Fortune 100. In November 2025 the story changed: Thoma Bravo took Verint private in a 2 billion dollar deal and merged it with Calabrio, its other workforce engagement portfolio company, under the Verint name. Customer case studies name Capitec Bank, MSC, and Neo BPO.
Pricing is quote-based, full stop. Verint publishes no platform price list, and while third-party sites float per-user estimates for individual modules like workforce management or knowledge, none of those numbers come from Verint itself. Expect named-user or consumption licensing negotiated per module, with private offers available through AWS Marketplace. Budget for an enterprise sales cycle.
Choose Verint if you run a large contact center and want AI layered onto whatever telephony you already own: it plugs into Five9, Genesys Cloud, Amazon Connect, and Zoom Contact Center rather than replacing them, and it bundles workforce management and quality in the same platform. Skip it if you are a small team that wants transparent pricing and a self-serve start, or if you would rather buy a simple standalone support bot than adopt an entire platform.
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