Talkdesk has unveiled an extended collaboration with Verint to introduce a new offering - Verint Workforce Management for Talkdesk. Available through Talkdesk CX Cloud, this cutting-edge workforce management solution leverages Verint's Open Platform, infused with data and AI capabilities, to enhance customer experience (CX) automation.
“Contact center organizations face an ongoing labor shortage, and agent retention and performance are top of mind for many leaders. 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,” said William Welch, President and Chief Operating Officer at Talkdesk.
The Verint Workforce Management for Talkdesk integrates seamlessly with enterprise ecosystems, offering features like bulk management, what-if scenarios, and automated agent request responses. This automation streamlines administrative tasks, synchronizes agent information in real-time, and provides comprehensive data insights for improved operational efficiency.
Talkdesk announced this at Enterprise Connect 2024 alongside Talkdesk Ascend Connect, a groundbreaking platform that transforms customer experiences, empowers agents, and optimizes operations within contact centers.
Key offerings of Verint WFM for Talkdesk
Verint WFM for Talkdesk offers advanced automation for workforce management, facilitating administrators and supervisors in optimizing agent allocation and scheduling. It provides real-time updates on agent status changes for adherence and monitoring, complemented by daily performance data to streamline scorecard processes.
Additionally, the seamless integration of voice and digital interaction data ensures accurate forecasting and efficient intraday management, empowering contact centers to enhance operational efficiency and deliver superior customer experiences.
This collaboration aims to enable large contact center organizations to optimize resource allocation and enhance agent experiences. Furthermore, Talkdesk customers will benefit from streamlined procurement processes and enhanced customer support, reinforcing the synergy between Talkdesk and Verint.
“Building on a long-standing partnership and shared values with Talkdesk, Verint is committed to delivering our open platform capabilities within Talkdesk CX Cloud. Contact centers globally can now improve workforce efficiency and effectiveness, powered by Verint’s open platform, data, and AI to elevate customer experience and agent experience while reducing operational costs,” said John Bourne, Senior Vice President of Global Channels and Alliances, Verint.
It's been an impressive month for Talkdesk, having launched multiple cutting-edge solutions, including Talkdesk Autopilot and Talkdesk Autopilot for Healthcare, improving customer and patient experiences.
