Dialpad, a leader in AI-powered communications and agentic technology, has announced a reseller partnership with Verint®, The CX Automation Company™, to deliver enterprise-grade Workforce Management (WFM) solutions for businesses across industries.
In large-scale contact centers, real-time operations and workforce management often operate in silos, creating inefficiencies supervisors struggle with schedule adherence, planners react slowly, and agents face frustration from frequent schedule changes. This new partnership aims to eliminate those challenges by offering a seamless, AI-integrated approach to workforce management.
Through the agreement, Dialpad will offer two tailored solutions:
-
Dialpad WFM, built for small to mid-sized contact centers seeking a fast, native workforce management tool.
-
Verint’s Open Platform, designed for large, complex enterprises requiring robust scheduling, compliance, and performance management capabilities.
Together, these solutions empower customers to choose the right-fit platform for their needs, all powered by Dialpad’s AI-driven cloud communications ecosystem.
“AI is giving companies powerful new ways to automate and uncover insights, but only those with the right tech stacks will truly benefit,” said Alpa Shah, Global Vice President of CX Practice at Frost & Sullivan. “We’ve reached an inflection point where disconnected systems can no longer keep pace with the speed and scale of modern contact centers.” Shah emphasized that integrated platforms combining real-time data, workforce performance, and AI-driven insights are fast becoming essential for efficiency, compliance, and superior customer experience.
With this integration, Dialpad can now deliver a robust workforce management solution designed to support the unique needs of global organizations. For instance, a multinational financial institution with thousands of agents can use Verint to maintain compliance with regional labor laws while leveraging Dialpad’s live agent status updates for accurate scheduling and real-time visibility. Agents can also adjust shifts easily through Verint’s TimeFlex Bot, resulting in greater flexibility and higher engagement.
“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.”
Through this partnership, the two companies worked together to create a real-time integration that sends agent status updates from Dialpad straight into Verint’s Open Platform. This eliminates manual input, improves scheduling accuracy, and gives managers instant visibility into team availability.
“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. That’s what real customer choice looks like.”
With Dialpad and Verint, contact centers gain real-time control, automation, and scalability ensuring every agent, schedule, and customer interaction stays aligned for maximum performance.
To join our expert panel discussions, reach out to sudipto@intentamplify.com
Recommended News
