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.