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
Financial Services Increases AI Investment Faster Than Wider Market, While Maturity Remains Level28.10.2026 09:56:00 CET | Press release
HTEC research finds 42% of financial services and insurance executives report significantly increased AI investment, compared with 28% across industries, while AI maturity remains in line with the wider market HTEC, the global AI technology and engineering leader, today released its research on AI Value realization in financial services and Insurance. Organizations in this sector are increasing AI investment more aggressively than the wider market, but the sector has yet to establish a corresponding lead in AI maturity, according to new research from HTEC. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261028854882/en/ HTEC, the global AI technology and engineering leader, today released its research on AI Value realization in financial services and Insurance. Organizations in this sector are increasing AI investment more aggressively than the wider market, but the sector has yet to establish a corresponding lead in AI matur
Powens Launches Connector Agentic Factory, an AI System to Build and Fix Open Finance Connectors28.10.2026 09:00:00 CET | Press release
A new chapter in Powens' ambition: Connector Agentic Factory is Powens' new AI system to build, extend and repair Open Finance connectors, a key step toward becoming the most complete and reliable Open Finance infrastructure in EuropeAlready at work: 12 new connectors delivered across Europe, and repairs completed in minutes rather than daysNo control loss: every connector the AI proposes is still reviewed and approved by Powens engineers before it goes live Powens, a leading European Open Finance infrastructure provider, today announced the launch of its Connector Agentic Factory, an internal AI system that is capable of building new Open Finance connectors and repairing existing ones. Connectors are the technical links that let banks, fintechs, and financial apps securely retrieve a customer's financial data, or make payments, from a bank or other institution. Powens maintains more than 1,800 of them across Europe, and they underpin the services that banks, fintechs, lenders, wealth
Ant International CEO: Achieving Inclusion Is Critical to Re-Globalisation, and AI Will Accelerate It by Democratising Opportunities28.10.2026 07:24:00 CET | Press release
Speaking at the United Nations Trade and Development (UNCTAD) World Investment Forum 2026 panel, “Investing in AI for an Inclusive Digital Future”, Ant International CEO Peng Yang called for a new, inclusive “re-globalisation” project that harnesses AI and digital connectivity to give small and medium-sized enterprises (SMEs) greater access to global markets and opportunities. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261027567337/en/ Ant International CEO Peng Yang speaks at the United Nations Trade and Development (UNCTAD) World Investment Forum 2026 “Globalisation 1.0 mostly benefited large enterprises, and a lot of SMEs very rarely got to participate in the global economy,” said Yang. “Achieving inclusion is critical to re-globalisation, and AI will accelerate it by democratising opportunities.” 1. The limitation of Globalisation 1.0 and how AI and other innovations offer a chance to improve Yang said one of the gre
LTM Launches GCC Origin: A New Independently Operated Business Unit for Next-Generation Global Capability Centers28.10.2026 06:04:00 CET | Press release
LTM, the Business Creativity partner to the world’s largest enterprises, today announced the launch of GCC Origin, a dedicated business unit to help enterprises establish, operate, scale and transform Global Capability Centers in India. As GCC needs evolve in the AI era, enterprises are seeking greater scale, speed and integration. GCC Origin represents the evolution of LTM’s GCC strategy to meet these changing needs. Operating as a standalone business unit within LTM, GCC Origin will have dedicated leadership, sales and delivery teams, specialist expertise and significant investment. LTM has appointed Shailendra Singh to lead the business unit, reporting to Venu Lambu, Chief Executive Officer and Managing Director, LTM. GCC Origin brings together strategy, AI, technology, talent, infrastructure, operations and ecosystem partnerships under one integrated model. Spanning site selection, workplace and infrastructure, operational readiness and turnkey facilities across Tier 1 and Tier 2 c
Hitachi Unveils a New Global Digital Services Company Turning Cloud, Data and AI Into Measurable Business Outcomes: Hitachi Digital28.10.2026 01:00:00 CET | Press release
Uniting GlobalLogic and Hitachi Digital Services under a single global brand, Hitachi Digital will deliver end-to-end capabilities that help organizations in complex, mission-critical industries drive business transformation Hitachi, Ltd. (TSE:6501, “Hitachi”) today announced plans to launch Hitachi Digital Inc. (“Hitachi Digital”), a new global digital services company, on April 1, 2027, in accordance with the integration plan announced in January 20261. Hitachi Digital will unite Hitachi’s U.S. subsidiaries, GlobalLogic Inc. (“GlobalLogic”) and Hitachi Digital Services LLC (“Hitachi Digital Services”) under a single company using the Hitachi brand, with a brand campaign launching today. Hitachi Digital will steadily guide enterprise digital transformation at the convergence of cloud, data and AI toward concrete business results. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261027531796/en/ Hitachi unveils a new global di
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