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 experience of their employees. 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.
Also Read: Arkose Labs taps Security Industry Veteran Patrick Kehoe as Chief Marketing Officer
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.
SOURCE: BusinessWire