Windstream Enterprise, an IT-managed network and communications provider, announced today the addition of a contact center as a service (CCaaS) solution powered by Talkdesk Inc., a global cloud contact center leader, to its Contact Center Solution (CCS) portfolio.
The partner solution, Windstream Enterprise CCaaS powered by Talkdesk, supplies enterprises with a comprehensive set of intelligent, AI-powered contact center capabilities to deliver scalable and secure multichannel customer experiences while improving agent productivity.
The next-generation CCaaS solution unites proprietary artificial intelligence (AI), natural language processing and machine learning technologies from Talkdesk with Windstream Enterprise’s managed services, where enterprises can view, analyze and manage every aspect of the customer journey from a single, user-friendly portal.
The result is a productive and intelligent contact center that:
- Offers customers the rich, seamless interactions they expect from an enterprise, with self-service capabilities and nuanced, highly personalized support.
- Empowers customer support teams and agents with the tools and in-the-moment visibility they need to provide customers with frictionless, meaningful and memorable interactions.
- Gives enterprises the means to overcome some of today’s most formidable business challenges, including agent turnover, agent training, mounting agent workload and the complexities of managing multiple support channels (voice, chat, email, social media, SMS, video and web interactions).
“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,” said Austin Herrington, vice president, product management, Windstream Enterprise.
Specifically, Windstream Enterprise CCaaS powered by Talkdesk delivers an intuitive contact center workspace that integrates all channels, so agents can get up to speed and capture an entire customer journey quickly.
AI-powered tools, including Virtual Agent and Agent Assist, reduce the burden on agents for mundane but time-consuming tasks, freeing them to tackle more complex interactions that require higher-touch human interactions.
Management tools like Interaction Analytics, CX Sensors and QM Assist — also powered by AI and machine learning — allow contact center managers to glean insights such as agent performance, trends in customer queries and overall contact center quality.
Furthermore, the CCaaS solution provides seamless integration with more than 70 industry-leading applications including CRMs, ticketing platforms and other ancillary CCaaS tools allowing businesses to tailor their solution to their specific health care, retail, manufacturing, financial services, SLED or other industry needs.
“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,” said Art Nichols, chief technology officer of Windstream Enterprise. “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.”
Talkdesk Global VP of Channels and Alliances Chad Haydar added, “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 is part of a robust portfolio of contact center solutions from Windstream. To learn more about Windstream Enterprise’s CCaaS solutions, visit windstreamenterprise.com
