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Talkdesk and Verint Expand Partnership for Workforce Management

By Tracey E. Schelmetic March 26, 2024

Managing the workforce has always been a particular challenge in the contact center industry. Contact center work is fast-paced and dynamic, frequently changes its tasks and requirements, and often suffers from high turnover. To manage the contact center workforce, many organizations are turning to AI-enabled automation that allows administrators and supervisors to manage complex workforces with bulk management features, what-if scenarios and automated agent request responses, and build intelligent schedules and forecasts based on real-time information.

AI-powered contact center solutions provider Talkdesk, Inc. recently announced 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 WFM is powered by the Verint Open Platform, which was designed with data and artificial intelligence (AI) at its core to increase customer experience (CX) automation.

The partnership-driven solution takes advantage of the latest AI innovation in the industry and can quickly embrace any new models that become available over time. The openness of the platform integrates easily with enterprise ecosystems and expands the Talkdesk offering with functionalities such as enterprise-grade scaling and flexible scheduling for contact center agents.

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, said the companies in the announcement. 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.

“Contact center organizations face an ongoing labor shortage, and agent retention and performance are top of mind for many leaders,” said William Welch, President and Chief Operating Officer at Talkdesk. “These factors can be harder to manage as contact centers grow in size and complexity. Talkdesk is deepening its partnership with Verint to ensure contact centers across every segment have advanced, automated capabilities to drive operational efficiencies, improve agent experiences, and workforce effectiveness.”

Edited by Alex Passett
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