Dialpad, a leading AI-powered communications platform, has announced a reseller partnership with Verint®, The CX Automation Company™, to provide enterprise-grade workforce management (WFM) solutions across industries.
This collaboration aims to address challenges in large contact centers where workforce management and real-time operations often lack synchronization. Supervisors might have a hard time keeping to the schedule. Planners may take their time to respond. Agents could feel frustrated because of the constant changes.
Under the agreement, Dialpad will offer two solutions:
- Dialpad WFM: Designed for small to mid-size contact centers seeking a fast, native solution.
- Verint’s Open Platform: Purpose-built for large, complex operations.
Together, these offerings provide customers with the flexibility to choose the right-fit scheduling, adherence, and compliance capabilities, all powered by Dialpad’s AI-driven cloud communications platform.
“AI is giving companies new and powerful ways to automate tasks and uncover valuable insights,” said Alpa Shah, Global Vice President of CX Practice at Frost & Sullivan. However, only organizations with the right technology stacks will truly benefit. Integrations that bring together real-time data, workforce performance, and AI-driven insights are now essential. They are quickly becoming the new standard for efficiency, compliance, and customer experience.
Empowering Global Contact Centers with Real-Time Efficiency
The Verint integration enables Dialpad to offer a truly enterprise-grade WFM solution for global contact centers. A financial services provider with thousands of agents across multiple regions can use Verint to stay compliant with local labor laws. At the same time, Dialpad’s real-time agent status updates feed directly into Verint for seamless coordination.
Managers get clear visibility across regions. Agents can adjust schedules more easily with Verint’s TimeFlex Bot. The organization enjoys both regulatory peace of mind and a more engaged, productive workforce.
“Verint is dedicated to helping organizations increase CX automation and drive tangible AI business outcomes, now,” said John Bourne, Senior Vice President, Global Channels and Alliances at Verint. “Through this partnership, enterprises using both Dialpad and Verint can unify communications and workforce data in real time, increase workforce capacity, empower employees, and elevate customer experiences.”
As part of the partnership, Dialpad and Verint co-developed an integration that enables agent status updates from Dialpad to flow directly into the Verint Open Platform. This gives managers real-time visibility, removes manual entry, and supports smarter scheduling.
“Enterprises shouldn’t have to choose between flexibility and optimization,” said Vincent Paquet, Chief Product Officer at Dialpad. “Whether you need native speed or enterprise scale, you get both and you don’t sacrifice AI innovation to get there.”
With this collaboration, contact centers can achieve true real-time control at enterprise scale, enhancing efficiency and customer satisfaction.
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News Source: Businesswire.com
