Windstream Enterprise Join Hands with Talkdesk To Offer AI-Powered CCaaS Solution By CIOTechOutlook Team

Windstream Enterprise Join Hands with Talkdesk To Offer AI-Powered CCaaS Solution

CIOTechOutlook Team | Thursday, 20 April 2023, 03:16 IST

A new Contact Centre as a Service (CCaaS) solution powered by Talkdesk, Inc., a leading global cloud contact centre for customer-obsessed businesses, has been added to Windstream Enterprise's Contact Centre Solution (CCS) portfolio, the leading IT managed network and communications provider announced.

A comprehensive set of intelligent, AI-powered contact centre capabilities are provided to businesses by the new partner solution, Windstream Enterprise CCaaS powered by Talkdesk, enabling them to reliably provide scalable and secure multichannel customer experiences while also boosting agent efficiency. With the next-generation CCaaS solution, businesses can view, analyse, and manage every aspect of the customer journey from a single, user-friendly portal by combining Talkdesk's managed services with Talkdesk's proprietary artificial intelligence (AI), natural language processing, and machine learning technologies.

"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.

In particular, Windstream Enterprise CCaaS powered by Talkdesk offers a user-friendly contact centre workspace that connects all channels, allowing agents to instantly pick up new information and record the full customer experience. Agents are relieved of routine but time-consuming activities by AI-powered technologies like Virtual Agent and Agent Assist, allowing them to focus on more complex engagements that call for higher-touch human interactions. Contact centre managers may gain insights into things like agent performance, trends in customer queries, and overall contact centre quality with the help of management solutions like Interaction Analytics, CX Sensors, and QM Assist, which are also powered by AI and machine learning.

Additionally, the CCaaS solution offers seamless integration with over 70 market-leading applications, such as CRMs, ticketing platforms, and other CCaaS tools, enabling businesses to quickly adapt their solution to their particular needs in the healthcare, retail, manufacturing, financial services, SLED, or other industries.