Elevating Agent and Customer Experiences in Modern Contact Centers

Today’s contact centers face significant challenges, with persistent staffing issues and concerns about agent retention and performance at the forefront. As these organizations grow in size and complexity, effectively maintaining exceptional agent and customer experiences becomes even more difficult. Despite these challenges, businesses must still adapt quickly to meet ever-growing customer expectations.

As this necessity grows, generative AI-powered customer experience platforms offer an opportunity to enhance operations, reduce costs, and improve both customer and agent experiences. Talkdesk, a Verint partner, offers an AI-powered platform that serves organizations of all sizes so companies like yours can leverage automation, empower their agents, and gain valuable insights to stay competitive and deliver exceptional service.

Automate Customer Service

AI-powered automation is revolutionizing contact center operations by handling routine and complex tasks, allowing agents to focus on higher-value interactions that require empathy and expertise. Tasks such as query resolution, appointment scheduling, and information retrieval can be fully automated—reducing the workload on agents and improving the agent experience.

This automation with tools such as Talkdesk Autopilot also improves both operational efficiency and the customer experience, ensuring that the right agent inquiries are handled faster and more accurately. By reducing manual workloads, businesses can lower costs and strain on agents, while allowing those agents to focus on more meaningful interactions with customers.

Empower Agents

AI doesn’t just streamline customer interactions; it also empowers agents in real time by providing the tools they need to perform better. Natively built tools inside Talkdesk enable agents to access tailored coaching, intelligent content curation, and search and retrieval capabilities—giving them quick access to information and allowing them to deliver more personalized service.

Deeply integrated together, Verint and Talkdesk also improve agent experiences by simplifying forecasting, streamlining scheduling, and better managing workforce needs. In addition to core workforce management features, complex contact centers have access to powerful capabilities, including enterprise-grade scale, automation, and advanced management and scheduling.

Illuminate New Opportunities

Beyond automation and agent empowerment, AI-powered customer experience tools such as Talkdesk Customer Experience Analytics provide invaluable insights into customer behavior and trends. Plus, with Talkdesk and Verint, teams can analyze both agent and customer interactions to identify key patterns and optimize performance, helping contact centers proactively plan for what’s ahead.

By leveraging these insights, contact centers can continuously improve and adapt, providing seamless customer journeys and enhancing service at every touchpoint.

The ability to integrate new AI models and capabilities ensures that businesses remain agile and competitive in a rapidly changing market. With Talkdesk’s extensible AI offerings integrated with Verint Workforce Management, enterprises can future-proof their operations and adapt to evolving customer demands without overhauling infrastructure.