John Brown
Member
Dialpad has entered into a strategic partnership with Verint, enabling organizations to leverage a seamless workforce management integration that unifies communications, scheduling and agent data in real time. The collaboration enhances how contact centers plan, monitor and optimize their staff performance across voice and digital channels.
Through this integration, Dialpad users will benefit from Verint's WFM platform and Verint customers will gain access to Dialpad's call and agent-status event data feeds, enabling deeper insight into contact-center operations and workforce adherence.
What the Partnership Delivers
- Real-time data synchronization: Dialpad streams agent status and call event data (via webhooks and APIs) into Verint's workforce management platform, enabling accurate scheduling, agent scorecards and performance tracking.
- Improved schedule adherence and forecasting: Contact center planners and operations teams gain better visibility into volumes, agent availability and productivity, thus helping reduce understaffing or over-staffing.
- Unified performance metrics: With agent scorecards and contact-center analytics integrated between the two systems, leadership can align communications data with workforce-planning outcomes.
- Simplified implementation: The integration is configured via Dialpad's Admin Portal, using SFTP feeds for Verint's CSI (Contact Statistics Interface) and ASCM (Agent Scorecard Metrics) reports, which allows for a cleaner connection between platforms.
Why It Matters for Contact Centers
In a climate where customer expectations are high and contact-center performance is under constant scrutiny, the Dialpad-Verint partnership addresses several pressing needs:- Operational efficiency: Better forecasting and scheduling means fewer surprises, smoother agent workflows and potentially lower labor costs.
- Agent empowerment: With more transparent scorecards and real-time data, agents and team leads can act proactively on performance gaps rather than reactively.
- Unified tech stack: Rather than juggling separate VoIP/communication systems and workforce-management tools, organizations now have tighter integration reducing friction and complexity.
- Enhanced metrics and reporting: When voice/data events align with workforce-planning systems, the ability to measure and report on service levels, occupancy and agent productivity improves significantly.
- Future-ready for hybrid/AI workflows: As contact-centers adopt more hybrid agents (in-office + remote) and intelligent routing, the need for integrated workforce-data becomes even more critical a capability this integration supports.
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