Business Wire

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

Share

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.

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

Zayo Group Appoints New CEO of Zayo Europe19.4.2024 10:00:00 EEST | Press release

Zayo Group, a leading global provider of network infrastructure, has appointed Colman Deegan as its new CEO of Zayo Europe to drive the business’ growth as cloud and AI adoption continues across the continent. This appointment is effective as of April 16, 2024. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240419471253/en/ Colman Deegan, CEO Zayo Europe (Photo: Business Wire) Steve Smith, CEO Zayo Group, says, “Colman’s experience and proven track record as a CEO leading large teams and businesses makes him perfectly equipped to take our European business to new heights, together with our outstanding local team. Colman will drive Zayo forward, strengthening our partnerships with data centres, hyperscalers, and enterprises across Europe. Under Colman’s leadership, we are confident that we will achieve our bold ambitions and maximise our impact in the European market.” Deegan spent more than two decades at Vodafone where he h

HubHead Corp. Acquires DataSeer Inc. Assets to Expand its Vertical AI Capabilities18.4.2024 23:15:00 EEST | Press release

In a strategic move to bolster its vertical AI strategy for asset-intensive industries, HubHead Corp. announced today its acquisition of the assets of DataSeer, Inc. The acquisition adds to HubHead’s portfolio of tools focused on using AI and machine learning to improve asset and maintenance master data and assisting asset-intensive businesses in digitizing data to create digital twins. HubHead’s software improves the effectiveness of our customers’ Enterprise Asset Management (EAM) and CMMS solutions. As a frontrunner in the application of AI to enhance asset and maintenance master data quality, HubHead is dedicated to collaborating with customers to provide innovative software-as-a-service (SaaS) solutions. AI makes it easier for asset-intensive businesses to ensure their maintenance and operations, and EAM solutions are more efficient, reliable, and prepared for future initiatives. Greg Dee, CEO of HubHead, emphasized the importance of AI tools to create the asset and maintenance ma

Banco Popular Launches a New Campaign 'We Follow Your Rhythm'; Introduces Audio Branding18.4.2024 21:29:00 EEST | Press release

Puerto Rico is a recognized global platform for musical talent, with a variety of rhythms and genres representing its cultural wealth. Rooted in that influence, Banco Popular announced a new campaign titled “We Follow Your Rhythm”. The Bank used the analogy of music to capture the diversity of its customers, the wide range of their banking preferences and the ways that Popular meets those banking needs. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240418724939/en/ Tommy Torres (Photo: Business Wire) “For the past 130 years Popular has evolved with cultural, social, and economic changes to ensure it serves optimally and efficiently. We have always moved at the pace of our clients, understanding their preferences, and constantly transforming our offering to meet their needs so they can carry out their transactions in an agile and simple way,” said Ignacio Álvarez, president and CEO of Popular. “We Follow Your Rhythm” positio

B2Broker Increases Leverage on Major FX Pairs to 1:20018.4.2024 19:06:00 EEST | Press release

Leading Prime of Prime liquidity provider B2Broker is committed to quality, always listening to their clients' needs to provide them with the best possible tools to bring in more end users and gain a competitive edge in the industry. In this regard, B2Broker announces the rise of the leverage to 1:200 for major FX pairs, thereby reducing the margin requirements from 1% to 0.5%. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240418556608/en/ B2Broker increases leverage on major FOREX pairs to 1:200 and to 1:50 for BTC/USD and ETH/USD pairs, enhancing the market position of their clients. (Graphic: Business Wire) Additionally, with the cryptocurrency market thriving and traders’ demands for higher leverage growing, the company has increased leverage up to 1:50 for BTCUSD and ETHUSD, reducing margin requirements from 10% to 2% and significantly enhancing the clients' market position. Additional Information about B2Broker Liquid

Proemion Holding GmbH Agrees to Acquire TrendMiner NV to Expand Industrial Asset-Monitoring and Analytics Platform18.4.2024 18:32:00 EEST | Press release

Proemion Holding GmbH, a global provider of advanced data and analytics technology for mobile industrial assets, announced an agreement to acquire TrendMiner NV, an industrial analytics company, from Software AG. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240417486875/en/ The spinout and acquisition of TrendMiner, based in Belgium, will significantly expand Proemion’s existing analytics capabilities for critical industrial equipment, which help equipment manufacturers and operators gather machine data remotely and continuously to maximize uptime and performance. TrendMiner produces a complementary, web-based, self-service analytics platform for monitoring critical equipment inside complex industrial environments. The technology allows teams to collaborate, learn and improve the overall performance of all production. TrendMiner’s technology is used across industries including chemicals, oil and gas, pharmaceuticals, power

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
HiddenA line styled icon from Orion Icon Library.Eye