Windstream Enterprise has added a new Contact Center as a Service (CCaaS) offering that has several AI-enabled capabilities.
The offering comes from partner Talkdesk and is designed to improve agent productivity while also helping to deliver scalable, secure multi-channel experiences.
The AI-powered tools, including Virtual Agent and Agent Assist, are designed to automate mundane, time-consuming, but necessary tasks so that the agents can concentrate on more complex transactions that require human intervention.
In addition to AI, Windstream’s CCaaS solution provides natural language processing and machine learning technologies. The goal is to enable call center personnel to view, analyze and manage customers from a single portal.
CCaaS technology is becoming more popular, according to the 2023 Gartner Critical Capabilities for Contact Center as a Service report. Such solutions enable businesses to improve customer experience with the benefit of cloud-based tools, without the complexity of platform management.
CCaaS enables enterprises to consolidate contact center infrastructure with a single provider.
Among the benefits for customers, according to Windstream, are:
- Rich, seamless interactions, including self-service capabilities and nuanced, highly personalized support.
- Immediate, complete visibility and tools for support teams and agents so that they can provide customers with frictionless interactions.
The Windstream Enterprise/Talkdesk solution is the latest example of AI becoming more embedded in contact center offerings. Earlier this year, Verizon announced that it was adding AI to its Verizon Business Virtual Contact Center (VCC) offering.
“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,” Austin Herrington, vice president, product management, Windstream Enterprise, said in a prepared statement about the Windstream contact center offering.