CA-TALKDESK
25.3.2024 16:31:28 CET | 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/
About Business Wire
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
BeOne Medicines and Revolution Medicines Announce Clinical Development and Regional Commercialization Collaboration10.8.2026 12:00:00 CEST | Press release
Clinical collaboration enables novel combinations of select BeOne oncology assets with four Revolution Medicines clinical-stage RAS(ON) inhibitors for RAS-addicted cancersRegional rights agreement provides BeOne with exclusive development and commercialization rights to four Revolution Medicines clinical assets in select Asian markets BeOne Medicines Ltd. (Nasdaq: ONC; HKEX: 06160; SSE: 688235), a global oncology company, and Revolution Medicines, Inc. (Nasdaq: RVMD), a late-stage clinical oncology company developing targeted therapies for patients with RAS-addicted cancers, today announced a multi-part collaboration including: a clinical collaboration to evaluate drug combinations incorporating select clinical-stage oncology assets from BeOne with any of Revolution Medicines’ four clinical RAS(ON) inhibitors, and a separate regional rights agreement granting BeOne exclusive development and commercialization rights to these Revolution Medicines assets in select Asian markets. Clinical
OpenGate Capital to Acquire Maersk Training, the Global Safety Training and Gas-Safety Services Business of Maersk10.8.2026 08:00:00 CEST | Press release
OpenGate Capital (“OpenGate”), a global private equity firm, announced today that it has signed a definitive agreement to acquire Maersk Training and its subsidiary Maersk H2S Safety Services. The company, a provider of global safety training and gas safety services, is being carved out from A.P. Møller - Mærsk A/S (MAERSK A:CPH), a listed integrated logistics company. Headquartered in Svendborg, Denmark, Maersk Training is a leading global provider of essential safety services that operates through two complementary business segments. The first segment, Maersk H2S Safety Services, is a specialist provider of outsourced hydrogen sulphide and Health, Safety and Environment safety services, which include onsite supervision, monitoring and safety equipment maintenance for customers in high-risk operating environments. The second segment, Training Business, is a global provider of safety training, competency development and simulation, delivered through instructor led, digital and virtual
Ant International’s Bettr Partners with Muslim Pro to Introduce Umrah Financing Service in Malaysia10.8.2026 05:49:00 CEST | Press release
Bettr, a leading provider of inclusive and embedded finance and fintech solutions under Ant International, today announced its partnership with Muslim Pro, a popular Islamic lifestyle app serving over 190 million downloads worldwide, to launch an Umrah financing solution in Malaysia. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260809780047/en/ Ant International's Bettr and Muslim Pro launch an Umrah financing solution in Malaysia to help families better manage their cash flow and spread pilgrimage costs responsibly. The solution is designed for eligible Muslims who have the means to undertake the pilgrimage but prefer to spread its cost over time. This flexibility enables individuals and families to manage their cash flow responsibly, maintain regular savings and preserve sufficient liquidity for emergencies and other financial obligations. The launch marks a significant milestone in Bettr’s Islamic finance initiative and
ICC Arbitral Tribunal Issues Quantum Award for AOP Health in BESREMi® Proceedings7.8.2026 19:48:00 CEST | Press release
An ICC Arbitral Tribunal has awarded AOP Orphan Pharmaceuticals GmbH (“AOP Health”) a total of about EUR 112 Mio in a quantum award issued in the ongoing arbitration proceedings with PharmaEssentia Corp. (“PharmaEssentia”) concerning BESREMi® (ropeginterferon alfa-2b). The award quantifies AOP Health’s damage claims for PharmaEssentia’s intentional breaches at ca. EUR 82 Mio. It also awards AOP Health ca. EUR 31 Mio plus interest as reimbursement for AOP Health overpayments made to PharmaEssentia as a result of excessive pricing in the years 2019-2022. The Tribunal thereby confirmed that PharmaEssentia has been overcharging AOP Health by up to 900% over these years. The Tribunal affirmed AOP Health's valid set-off of the profit-sharing payments amount owed to PharmaEssentia of approximately EUR 17 Mio against AOP Health's substantially exceeding damages claims. This means that AOP Health shall not make any payment to PharmaEssentia. Interest on AOP Health’s claims will continue to accr
Coulson Aviation Canada Acquires 10 Former RCAF Hercules, Doubling C-130H Fleet7.8.2026 19:16:00 CEST | Press release
Canadian-led expansion will build the world’s largest and most capable C-130 airtanker fleet Coulson Aviation Canada, the Canadian division of Coulson Aviation, has acquired 10 former Royal Canadian Air Force CC-130H Hercules aircraft from the Government of Canada. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260807019094/en/ Britton Coulson, left, and Wayne Coulson stand in front of one of 10 former Royal Canadian Air Force CC-130H Hercules aircraft recently acquired by Coulson Aviation from the Government of Canada. At right is a Coulson C-130H outfitted for aerial firefighting with the company’s proprietary RADS-XXL retardant delivery system, capable of carrying up to 4,000 U.S. gallons, or more than 15,000 litres, of water or fire retardant. The acquisition doubles Coulson’s global C-130H fleet to 20 aircraft, expanding its capacity to build the world’s largest C-130 airtanker fleet. The acquisition doubles Coulson’s g
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