Zendesk Strengthens Omnichannel Capabilities with Tymeshift Acquisition for AI-powered Workforce Management

Introduction

Zendesk, a leading customer experience software provider, has completed the acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. The acquisition aligns with Zendesk's strategy to offer comprehensive omnichannel capabilities and advanced AI technology to deliver exceptional customer experiences. Tymeshift's WFM solution, tailored for Zendesk customers, simplifies the management of complex customer experience workloads.

WHO: Company Overview and Synergies

Zendesk, a global software company, focuses on simplifying business complexity and fostering meaningful connections between companies and their customers. With operations in over 20 countries, Zendesk enables businesses to build rich, valuable relationships through its customer experience software. Tymeshift, now part of Zendesk, brings AI-powered workforce management capabilities that seamlessly integrate with Zendesk's platform, enhancing scheduling, forecasting, and reporting for customer support teams.

WHAT: Benefits of Tymeshift's AI-powered Workforce Management

Tymeshift's AI-powered solution, built on Zendesk, empowers organizations to track agent activity, productivity, and efficiency in real-time. By automating workforce management tasks such as scheduling, forecasting, and reporting, Tymeshift streamlines operations, enabling support teams to save valuable time and deliver better customer service. The key benefits of Tymeshift's solution include:

• Predictive AI-powered forecasting: Analyzing Zendesk data, Tymeshift provides accurate ticket volume and subject matter forecasts, helping businesses optimize staffing levels and reduce operational costs.

• Automated scheduling: Based on staffing forecasts, Tymeshift generates completed schedules, ensuring appropriate team allocation according to data-driven insights.

• Reporting and optimization: Tymeshift enables businesses to visualize historical and real-time data, optimizing costs and service levels.

• Productivity and performance visibility: Leaders gain real-time insights into agent activity, attendance, adherence to schedules, and areas for improvement, enhancing productivity and identifying coaching opportunities.

WHY: Advancing Intelligent CX with AI-assisted Productivity

Zendesk's acquisition of Tymeshift marks a significant step in its journey towards Intelligent CX. By combining Tymeshift's predictive capabilities with its own AI technology, Zendesk aims to power the next generation of AI-assisted CX productivity. This integration will enable organizations to automatically manage agent scheduling, promptly respond to customer inquiries, and enhance overall productivity.

KEY TAKEAWAY

The acquisition of Tymeshift by Zendesk demonstrates the company's commitment to delivering innovative omnichannel solutions and AI capabilities to enhance customer experiences. By integrating Tymeshift's AI-powered workforce management into its platform, Zendesk empowers businesses to optimize their support operations, improve productivity, and create meaningful connections with customers. This strategic move aligns with Zendesk's vision of simplifying business complexity and fostering strong customer relationships in the new era of Intelligent CX

Headline: Zendesk Strengthens Omnichannel Capabilities with Tymeshift Acquisition for AI-powered Workforce Management

Subheadline: The Acquisition Reinforces Zendesk's Commitment to Deliver Innovative CX Solutions

Introduction

Zendesk, a leading customer experience software provider, has completed the acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. The acquisition aligns with Zendesk's strategy to offer comprehensive omnichannel capabilities and advanced AI technology to deliver exceptional customer experiences. Tymeshift's WFM solution, tailored for Zendesk customers, simplifies the management of complex customer experience workloads.

WHO: Company Overview and Synergies

Zendesk, a global software company, focuses on simplifying business complexity and fostering meaningful connections between companies and their customers. With operations in over 20 countries, Zendesk enables businesses to build rich, valuable relationships through its customer experience software. Tymeshift, now part of Zendesk, brings AI-powered workforce management capabilities that seamlessly integrate with Zendesk's platform, enhancing scheduling, forecasting, and reporting for customer support teams.

WHAT: Benefits of Tymeshift's AI-powered Workforce Management

Tymeshift's AI-powered solution, built on Zendesk, empowers organizations to track agent activity, productivity, and efficiency in real-time. By automating workforce management tasks such as scheduling, forecasting, and reporting, Tymeshift streamlines operations, enabling support teams to save valuable time and deliver better customer service. The key benefits of Tymeshift's solution include:

• Predictive AI-powered forecasting: Analyzing Zendesk data, Tymeshift provides accurate ticket volume and subject matter forecasts, helping businesses optimize staffing levels and reduce operational costs.

• Automated scheduling: Based on staffing forecasts, Tymeshift generates completed schedules, ensuring appropriate team allocation according to data-driven insights.

• Reporting and optimization: Tymeshift enables businesses to visualize historical and real-time data, optimizing costs and service levels.

• Productivity and performance visibility: Leaders gain real-time insights into agent activity, attendance, adherence to schedules, and areas for improvement, enhancing productivity and identifying coaching opportunities.

WHY: Advancing Intelligent CX with AI-assisted Productivity

Zendesk's acquisition of Tymeshift marks a significant step in its journey towards Intelligent CX. By combining Tymeshift's predictive capabilities with its own AI technology, Zendesk aims to power the next generation of AI-assisted CX productivity. This integration will enable organizations to automatically manage agent scheduling, promptly respond to customer inquiries, and enhance overall productivity.

KEY TAKEAWAY

The acquisition of Tymeshift by Zendesk demonstrates the company's commitment to delivering innovative omnichannel solutions and AI capabilities to enhance customer experiences. By integrating Tymeshift's AI-powered workforce management into its platform, Zendesk empowers businesses to optimize their support operations, improve productivity, and create meaningful connections with customers. This strategic move aligns with Zendesk's vision of simplifying business complexity and fostering strong customer relationships in the new era of Intelligent CX