Talkdesk announces a deeper partnership with Verint to help contact centers increase customer experience automation and better manage workforce needs with artificial intelligence

Talkdesk, Inc . , a world-leading AI-powered contact center for businesses of all sizes, announced an expanded partnership with Verint at Enterprise Connect 2024 to bring automated workforce management (WFM) to contact centers with a new Verint Workforce Management™ for Talkdesk offering offer.

Talkdesk customers now have the industry’s best WFM available through Talkdesk CX Cloud™. It is powered by the Verint Open Platform , purpose-built with data and artificial intelligence (AI) at its core to improve customer experience (CX) automation. It takes advantage of the industry’s latest AI innovations by leveraging the commercial AI models available today and quickly incorporating new models that become available over time. The openness of the platform easily integrates into enterprise ecosystems and enables Talkdesk to offer best-of-breed features such as enterprise-grade scaling and flexible scheduling for contact center agents.

The benefits of automated WFM

Verint WFM for Talkdesk automates the exchange of interaction and administrative data so that large contact center organizations can increase operational efficiency, reduce costs, and improve the employee experience. The offer offers:

• Powerful automation that enables administrators and supervisors to manage complex workgroups with mass management capabilities, what-if scenarios, and automatic responses to agent requests.
• New or updated agent information and team hierarchy changes synced instantly.
• Queue-level voice and digital interaction data sent at the end of each forecast interval for intraday management and future forecasting.
• Agent status changes are updated in real-time to ensure compliance and monitoring, while daily agent performance data simplifies scoring.

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These advanced features and deep integration enable large contact center organizations to have the right agents doing the right work at the right time. Talkdesk customers will benefit from deeper alignment between go-to-market teams, and Talkdesk teams are scheduled to provide customer support for Verint WFM. This move builds on the already innovative Talkdesk AppConnect™ direct purchasing and streamlines procurement processes for Talkdesk customers.

Supportive quotes

William Welch, President and Chief Operating Officer at Talkdesk, said: “Contact center organizations are facing ongoing workforce shortages, and employee retention and performance are of paramount importance to many leaders. These factors become more difficult to manage as contact centers become larger and more complex. Talkdesk is deepening its partnership with Verint to ensure contact centers in every segment have advanced, automated capabilities to increase operational efficiency, improve agent experience and increase agent effectiveness.”

John Bourne, senior vice president of global channels and alliances at Verint, said: “Building on a long-standing partnership and shared values ​​with Talkdesk, Verint is committed to delivering our open platform capabilities within the Talkdesk CX Cloud. Contact centers around the world can now improve the efficiency and effectiveness of their workforce by leveraging Verint’s open platform, data and AI to improve customer and agent experience while reducing operational costs.”

SOURCE: Businesswire