Talkdesk Announces a Deepening Partnership With Verint to Help Contact Centers Increase Customer Experience Automation and Better Manage Workforce Needs With Artificial Intelligence

Verint Open Platform with best-of-breed workforce management broadens Talkdesk offerings for contact centers with access to robust, scalable capabilities through Talkdesk CX Cloud

• Talkdesk integrates Verint’s advanced, automated workforce management capabilities powered by artificial intelligence (AI) into Talkdesk CX Cloud.

• End-to-end integration and data sharing allow Talkdesk customers to simplify agent forecasting and scheduling and alleviate administrative burdens.

• Long-standing collaborative partnership includes tight go-to-market alignment and reflects a shared focus on helping organizations retain and empower contact center employees with modern, AI-powered tools.

Talkdesk, Inc., a global AI-powered contact center leader for enterprises of all sizes, announced today at Enterprise Connect 2024 an expanded partnership with Verint® to provide automated workforce management (WFM) to contact centers with a new Verint Workforce Management™ for Talkdesk offering.

Now available to Talkdesk customers through Talkdesk CX Cloud™, the best-of-breed WFM is powered by the Verint Open Platform, uniquely designed with data and artificial intelligence (AI) at its core to increase customer experience (CX) automation. It takes advantage of the latest AI innovation in the industry, leveraging commercial AI models available today, and can quickly embrace any new models that become available over time. The openness of the platform integrates easily with enterprise ecosystems and enables the Talkdesk offering with best-of-breed functionality like enterprise-grade scale and flexible scheduling for contact center agents.

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The benefits of automated WFM

Verint WFM for Talkdesk automates the sharing of interaction and administrative data so large contact center organizations can drive operational efficiencies, reduce costs, and improve agent experiences. The offering delivers:

• Powerful automation that allows administrators and supervisors to manage complex workforces with bulk management features, what-if scenarios, and automated agent request responses.
• New or updated agent information and team hierarchy changes that are immediately synchronized.
• Queue-level voice and digital interaction data sent at the end of each forecasting interval for intraday management and future forecasting.
• Agent status changes updated in real-time for adherence and monitoring, while daily agent performance data simplifies scorecarding.

These advanced capabilities and deep integration make it possible for large contact center organizations to have the right agents doing the right work at the right time. Talkdesk customers will benefit from the deepening alignment across go-to-market teams, with plans for customer support by Talkdesk teams for Verint WFM. This motion builds on the already innovative Talkdesk AppConnect™ direct purchasing flow, streamlining procurement processes for Talkdesk customers.

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