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Verint Workforce Management + Dialpad Integration

The Verint integration ensures real-time workforce management by intelligently syncing employee activity. This is achieved through the Streaming Time Collection Interface (STCI) feed, which enables seamless synchronization of employee time collection data between Verint and Dialpad. 

Any time an employee's status changes in Dialpad (e.g., from available to on a call), that information is sent to Verint's system, helping businesses accurately monitor schedule adherence without manual data entry. 

This integration is designed for organizations that need to precisely monitor schedule adherence, improve workforce visibility, and optimize employee productivity.

Key Features

Real-time status synchronization

Employee activity in Dialpad—such as availability, on a call, or away—is instantly reflected in Verint, providing accurate, real-time adherence data. Built on Verint’s Streaming Time Collection Interface (STCI), the integration works seamlessly in the background to ensure a smooth, reliable experience.

Automated workforce tracking

Eliminate manual data entry with continuous data feeds between Dialpad and Verint WFM, including all agent status updates. 

Improved schedule adherence insights

By syncing data from Dialpad, managers can ensure reports like the Contact Statistics Interface (CSI) Feed Report and the Agent Scorecards Metrics (ASCM) Feed Report are as accurate as possible. From these insights, managers gain a clear view of how employees align with scheduled activities, helping identify trends and optimize resource planning.

How Dialpad Integrates with this App:

Available to customers with a Dialpad Support plan and a Verint WFM subscription.