Talkdesk Announces a Deepening Partnership With Verint to Help Contact Centers Increase Customer Experience Automation and Better Manage Workforce Needs With Artificial Intelligence
25.3.2024 18:30:00 EET | Business Wire | Press release
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.
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.
For more information, attend the Talkdesk and Verint Demo Rally in Talkdesk Booth 1729 from 1:00 p.m. EDT – 3:00 p.m. EDT on Tuesday, March 26, 2024, at Enterprise Connect or visit the Verint Workforce Management for Talkdesk webpage.
Supporting Quotes
William Welch, president and chief operating officer at Talkdesk, said: “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.”
Verint’s John Bourne, senior vice president of global channels and alliances, said: “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.”
About Talkdesk
Talkdesk® is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Our trusted, flexible, and innovative contact center platform leverages AI and automation to
drive exceptional outcomes for their customers and improve the bottom line. Serving enterprise customers in over 100 countries, we partner with our customers to deliver continuous innovation and breakthrough results. Our unwavering commitment to doing what we say we will do and our investment in the highest levels of security and reliability for our products make us second to none in the industry. Improve customer experiences, increase efficiency, and grow revenue with Talkdesk, a cloud contact center platform built for your industry. Learn more and take a self-guided demo at www.talkdesk.com .
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240325626045/en/
Contact information
Media Contact for Talkdesk:
Christie Blake
pr@talkdesk.com
About Business Wire
For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Blue Matter Launches Behavioral Science Center of Excellence to Decode and Predict Health Care Decisions in a Rapidly Evolving Biopharma Landscape30.9.2026 16:00:00 EEST | Press release
Blue Matter today announced the launch of its Behavioral Science Center of Excellence (BeSci CoE), a specialized capability within the Blue Matter Insights primary market research team. The CoE applies behavioral science as a strategic lens to decode the “why” behind the decisions made by healthcare professionals, patients, care partners, and other stakeholders. Biopharma decisions hinge on knowing why customers do what they do. Traditional research does a good job of capturing what stakeholders say but often misses the unconscious drivers, biases, emotions, and contexts that shape behavior. The result is an incomplete picture in the moments where clarity matters most, including when developing positioning strategies, planning product launches, and making major lifecycle decisions. "You don't need a survey to tell you that physicians see efficacy as the most important treatment decision driver," said Andrew Pilecki, Ph.D., Senior Market Research Director at Blue Matter. "What our clien
934 Embeds Bluefin Payment Security into Juno to Advance Secure, Connected Hospitality Payments30.9.2026 16:00:00 EEST | Press release
Bluefin, a global leader in payment and data security, and 934, a global provider of connected payment technology for the hospitality industry, today announced a partnership to integrate Bluefin’s payment security capabilities into Juno, 934’s hospitality payment platform. Hospitality businesses increasingly operate across connected payment environments spanning hotels, restaurants, resorts and other guest experiences. Behind those interactions are multiple systems, workflows and payment technologies that must work together while protecting sensitive payment data. Juno is designed to connect those experiences through a unified hospitality payment environment. By incorporating Bluefin’s security technology into the platform architecture, 934 can provide customers globally with access to PCI-validated point-to-point encryption (P2PE) for card-present payments and tokenization for protecting sensitive payment data. The result is a security-first approach in which payment protection is bui
Blackfuel Emerges From Stealth with More Than $250 Million in Contracted Revenue to Build a Global AI Token Grid30.9.2026 16:00:00 EEST | Press release
Blackfuel today emerged from stealth with more than $250 million in contracted revenue under multi-year customer agreements, unveiling its ambition to build a global AI Token Grid. Pioneering the AI Token Grid, Blackfuel is building a network of architecture-specific accelerator clusters connected through a common software and commercial layer, designed to turn dedicated compute into measurable, reservable AI output. By collaborating with AMD and NTT DATA, Blackfuel is developing its European-operated inference capacity, beginning with a GPU cluster currently being delivered in Europe. "The cloud was built around virtual machines. The next infrastructure layer will be built around tokens. We are building Blackfuel to become one of the world's defining AI compute companies, starting with our first deployments in Europe. That means bringing industrial-scale infrastructure, software and capital together so customers can buy intelligence with the same predictability with which they buy pow
Visioneering Technologies' New Contact Lens Trial Shows Landmark Results in Slowing Children's Nearsightedness30.9.2026 15:59:00 EEST | Press release
Visioneering Technologies, Inc. (VTI), a medical device company that designs and markets specialty contact lenses, will announce completed three-year results from PROTECT, a prospective, double-masked, multinational randomized controlled trial evaluating the company's NaturalVue® (etafilcon A) Multifocal 1 Day Contact Lens for slowing the progression of myopia, or nearsightedness, in children. Ashley Tuan, OD, MS, PhD, VTI's Chief Medical Officer, will present the full findings at the American Academy of Optometry's annual meeting in Anaheim. Myopia develops when a child's eye grows too long, causing distant objects to appear blurry, and it typically worsens through childhood. Faster progression is associated with a higher lifelong risk of more serious eye conditions, including retinal detachment and myopic maculopathy, a leading cause of permanent vision loss. Slowing that progression, even modestly, is considered clinically meaningful.3,4 Over three years, children who wore NaturalVu
Lyft App Launches in Europe30.9.2026 15:00:00 EEST | Press release
Starting today, Lyft (NASDAQ: LYFT) riders can use their Lyft app in cities across Europe. Early access to the Lyft app rolls out in Barcelona and Hamburg first; throughout October, the Lyft app will become available for riders to use in some of Europe’s largest cities including London, Rome, Paris, Berlin, Athens, and Warsaw. By the end of October riders visiting Spain, Italy, Greece, Poland, England, Scotland, Ireland, Austria, France, and Germany will have one go-to app when they cross the Atlantic, building on the foundations from this past summer beta testing the Lyft app in Europe. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260930010726/en/ The Lyft app is now available in Europe “Millions of riders across North America trust Lyft to get them where they’re going every day. Now that same app works the moment they land in Europe. No need to download anything new,” said Sid Patil, Lyft’s Chief Rideshare and Marketplac
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom