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Dialpad, the AI-powered communications platform, has announced a reseller partnership with Verint, The CX Automation Company, to deliver enterprise-grade workforce management solutions to contact centers across industries. The partnership addresses the challenge of disconnected workforce management and real-time operations in large contact centers, providing customers with choice between Dialpad's native WFM for small to mid-size operations and Verint's Open Platform for complex enterprise environments.
Dialpad and Verint announce reseller partnership for WFM solutions
Offers choice between Dialpad WFM and Verint Open Platform
Provides real-time integration for schedule adherence
Serves contact centers of all sizes and complexities
Enables enterprise-grade workforce management capabilities
Combines AI-powered communications with workforce optimization
The partnership offers customers two distinct workforce management solutions tailored to different organizational needs. Dialpad WFM is designed for small to mid-size contact centers seeking a fast, native solution, while Verint's market-leading Open Platform serves large, complex operations requiring enterprise-scale capabilities. This dual approach gives organizations the freedom to choose the right-fit scheduling, adherence, and compliance capabilities while leveraging Dialpad's AI-driven communications platform.
A key component of the partnership is the co-developed integration that enables real-time data synchronization between the platforms. Agent status updates from Dialpad flow directly into Verint Open Platform, providing managers with up-to-the-minute visibility and eliminating manual data entry. This real-time synchronization enables smarter scheduling, stronger adherence monitoring, and automated workforce optimization while maintaining enterprise-scale capabilities without disrupting existing Verint workflows.
Industry analysts emphasized the strategic importance of such integrations. "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. "Integrations that unify real-time data, workforce performance, and AI-driven insights are quickly becoming the new standard for efficiency, compliance, and customer experience."
Leadership from both companies highlighted the customer benefits. "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."
"Enterprises shouldn't have to choose between flexibility and optimization," said Vincent Paquet, Chief Product Officer at Dialpad. "We refuse to lock customers into a single approach. 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."
Dialpad is the AI-first communications and agentic platform defining the next era of business conversations. From customer service to sales to unified communications, Dialpad delivers AI-enhanced experiences for customers worldwide, including Randstad, Nasdaq, Express Scripts, T-Mobile, Johns Hopkins, Motorola Solutions and Tractor Supply. Backed by Andreessen Horowitz, GV, ICONIQ Capital, and OMERS, Dialpad is leading the agentic AI revolution.
Verint® (NASDAQ: VRNT) is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world's most iconic brands use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered Open Platform.
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