Level AI vs. Verint: Choosing the Right Path

Choosing between a legacy workforce system and a modern AI platform comes down to two different approaches. Verint is a broad suite built through acquisitions on a legacy stack, while Level AI is built ground-up on Generative AI technology with a fully owned stack.

Let’s see how the two stack up in a direct comparison.

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Trusted by customer service leaders across the world

Why Customers Are Switching from Verint

“It worked well back in the day, but now the platform feels clunky and outdated. When we started exploring AI solutions, getting support was a challenge - our account manager never responded. Overall, it just hasn’t kept up with what we need today.” - D2C health company serving over 1 million global customers

Verint

Verint’s platform is built around Workforce Engagement Management (WEM) suites, covering call recording, quality, WFM, and analytics. Its AI relies on keyword and phrase matching, which means setting up hundreds of rules and ongoing manual maintenance. Verint is best suited for global enterprises that require a broad, multi-country suite and have the dedicated budget for professional services to maintain extensive keyword and phrase lists.

Beyond Traditional AI: How Level AI Outperforms Verint

Understand True Customer Intent

Verint’s QA accuracy relies on dedicated resources to maintain complex keyword and phrase libraries. Level AI understands the reasons/intents in customer interactions. This allows your team to focus on coaching rather than spending time setting up the rubrics.

Manage Everything with a Single Engine

Verint provides a collection of separate bots for QA, compliance, coaching, and others that essentially don’t talk to each other.

Level AI’s connected Intelligence is built as a single layer, integrating Auto-QA, VoC, Analytics, Agent Assist, and Coaching within one modern platform.

Make Changes Without Consultant Dependency

Verint provides a team of professionals who will help you maintain the tool, like adding a QA scorecard question or installing a new update.

Level AI is designed for speed. Your team can build and launch new rubrics in minutes. Most deployments deliver full value in just 3 months.

Reliable Screen Recording and Compliance

Verint is stable for global scale, but legacy recording stacks can be fragile during updates. It gives you the option to manually redact sensitive information from your screen recording.

Level AI uses cloud-native computer vision to record and redact. It stays live through phone system updates and automatically hides PII while keeping workflows visible.

Close the Loop Between Intelligence & Action

Verint provides extensive reporting, but turning that data into action is a manual task. Your managers have to find the gaps, check calendars, and book coaching sessions themselves.

Level AI’s integration with Assembled closes this gap. When the AI identifies a coaching need, it automatically finds an open slot in the agent’s schedule and books the session for you.

Architecture

GenAI Native Unified Stack

Legacy SaaS Stack

Implementation

3 Months

7+ Months (Avg)

Maintenance

Consultant-led / Rule-heavy

Self-Service post Implementation

Accuracy

Intent-based (95%+ Accuracy)

Keyword-based

Workforce Action

Analyze conversations on Level AI & schedule coaching on Assembled

Manual Syncing / Read Only

Screen Recording

Synced audio + agent desktop recording for quick context and QA validation

Separate recording systems; not layered with audio or QA interface

AI Virtual Agent

Native AI voice and chat agents integrated with QA and VoC ecosystem

No AI agent product; depends on third-party bot integrations if any available

The results with Level AI

40%

Lower Total Costs

Eliminate hidden fees for configuration changes and rule maintenance.

20+

Hours Reclaimed Weekly

Managers stop managing software and start coaching their teams.

100%

better

insights into the business

What people are saying about Level AI

Amazing Partnership and Product!

Level AI has been one of the best AI companies I've worked with. Their product speaks for itself and they are amazing at delivering and setting your business up for success. Most of the time when you onboard a new product into your call center there's always something negative about it but we have been with Level for a year now and I can't say anything negative about it.

Kelley Diaz

Administrator

Source:

AI-powered insights for great CX!

LevelAI is a transformative platform that offers insights into how we can improve the employee and customer experience by identifying areas of opportunity. It scores ~100% of interactions across channels and provides data around sentiment, trending topics/sub-topics, and more. This allows us to easily decide where we should focus our human resources to get the most value when conducting VoC and coaching analysis.

Corinne Flanagan

Administrator

Source:

Efficient. Accurate. Level AI

My team's needs focused on quality and CX improvement while reducing cost. LevelAI is helping us to automate repetitive tasks for our agents and their managers - allowing them to focus on the "human touch" and process tasks more quickly. With automated Instascore, call transcription, "tags", etc. we will be able to dramatically improve both the quantity and depth of QA feedback with significantly less manual effort.

Josh Douglas

Executive Director, Contact Center Ops

Source: