Windstream Enterprise is combining Talkdesk’s AI-powered, cloud-based contact center with its own managed services to provide a new CCaaS solution for customers.
Talkdesk is providing intelligent contact center capabilities to the partner solution ‘Windstream Enterprise CCaaS powered by Talkdesk’, which includes artificial intelligence, natural language processing, and machine learning technologies.
Windstream, which describes itself as a “leading IT managed network and communications provider,” will offer its managed services as part of the new offering, enabling businesses to view, manage, and analyze customer journeys from a single portal.
Austin Herrington, Vice President of Product Management at Windstream Enterprise, said: “With Windstream Enterprise CCaaS powered by Talkdesk, enterprises gain a managed CCaaS solution that turns the customer experience into a true competitive advantage, helping agents to counter the high customer abandonment rates, lost sales and customer churn that often result from a reliance on aging legacy contact center systems.”
According to Windstream, the new CCaaS solution provides customers with seamless interactions, self-service capabilities, and personalized support.
Customer support teams and agents also benefit from the tools and visibility required to offer high-quality interactions.
The solution allows enterprises to tackle the biggest business challenges, such as agent turnover, training, workload, and effective management of multiple support channels. These channels include email, voice, chat, SMS video, social media, and web interactions.
Art Nichols, Chief Technology Officer, Windstream Enterprise, said: “Talkdesk’s customizable, intuitive CX Cloud solution provides customers a simplified way to manage their entire contact center environment, from the initial connection to the final customer survey.
“Our clients will receive an advanced CCaaS foundation provided by industry leader Talkdesk while gaining the additional value of Windstream Enterprise’s cloud-based connectivity, unified communications, and network security and compliance solutions that fold into a fully integrated managed service.
“Customers can depend on our dedicated team of technology experts with more than 20 years of contact center expertise.”
Windstream Enterprise CCaaS powered by Talkdesk allows agents to quickly gain an overview and record an entire customer journey via an intuitive workspace that integrates all channels.
Agents can also devote their time to more complex interactions as AI-powered tools, like Virtual Agent and Agent Assist, can perform mundane, repetitive, and time-consuming tasks on their behalf.
Management tools in the solution, including Interaction Analytics, CX Sensors, and QM Assist, are powered by AI and machine learning, allowing managers to gain insights into agent performance, customer query trends, contact center quality, and more.
Over 70 “industry-leading” applications, such as CRMs, ticketing platforms, and other CCaaS tools can be integrated with, allowing enterprises to customize their solutions to their industry.
Chad Haydar, Global Vice President of Channels and Alliances at Talkdesk, said: “By partnering with Windstream Enterprise to combine Talkdesk enterprise-grade CCaaS with Windstream Enterprise’s deep industry expertise and completely integrated managed services, more clients will be able to modernize their contact center and deliver personalized and productive customer experiences.
Together with Windstream Enterprise, we will empower our customers’ contact center environments to be more valuable, profitable business assets through intelligent technology that drives better digital experiences and internal efficiencies.
Windstream Enterprise CCaaS powered by Talkdesk adds to Windstream’s contact center portfolio, which includes its UC and CC solution, OfficeSuite UC Contact Center.
Earlier this year, Talkdesk added the Talkdesk Phone Mobile App and Talkdesk Schedule Mobile App to its Talkdesk On The Go suite of intelligent mobile solutions.
Rob Scott, Founder of CX Today, recently spoke to Talkdesk’s new President and COO, Bill Welch, about the company’s ongoing commitment to innovation and transformation.
