Windstream Enterprise and Talkdesk Partner on AI-Powered CCaaS Solution

IT-managed network and communications provider Windstream Enterprise has introduced a new Contact Center as a Service (CCaaS) solution powered by Talkdesk, expanding its contact center solution portfolio.

Windstream Enterprise's latest CCaaS solution provides enterprises with an extensive range of intelligent, AI-driven contact center capabilities that enable scalable and secure multichannel customer experiences while enhancing agent productivity. By leveraging Talkdesk's proprietary AI, natural language processing, and machine learning technologies, combined with Windstream Enterprise's managed services, businesses can efficiently monitor and manage every aspect of the customer journey from a centralized, user-friendly portal.

“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.

Real-time insights for a seamless experience

Some of the key benefits of contact centers include:

  • Offers customers a high-quality and seamless experience, self-service functionalities, and sophisticated, personalized support.

  • Provides customer support teams and agents with the necessary tools and real-time insights to deliver seamless, valuable, and unforgettable interactions to customers without any hassle.

  • Equips enterprises with the resources to address some of the most significant business challenges, such as high agent turnover, extensive agent training, increasing agent workload, and the intricacies of managing multiple support channels such as voice, chat, email, social media, SMS, video, and web interactions.

“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,” said Chad Haydar, global vice president of channels and alliances at Talkdesk.

The solution includes AI-based tools such as Virtual Agent and Agent Assist, which relieve agents of monotonous yet time-consuming tasks, allowing them to focus on more intricate interactions that necessitate human intervention. The solution's management tools, which also leverage AI and machine learning, comprise Interaction Analytics, CX Sensors, and QM Assist, offering contact center managers valuable insights like agent performance, prevalent customer inquiries, and overall contact center quality.

Moreover, users can leverage over 70 app integrations across various industries, such as healthcare, retail, manufacturing, and financial services, among others, enabling businesses to customize their contact center solutions to their specific industry requirements seamlessly.

Besides the Talkdesk-powered solution, Windstream offers a variety of other contact center solutions, including OfficeSuite UC Contact Center, an integrated UC and CC system that enables customers to connect with businesses through multiple channels such as voice, SMS, and webchat.