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Zendesk acquires Tymeshift, forwarding its journey in providing intelligent WFM

Zendesk, Inc., the customer experience software company, is announcing the completed acquisition of Tymeshift, a customer experience (CX) and workforce management (WFM) solution powered by AI. The acquisition will propel Zendesk on its journey to provide intelligent CX, where AI and predictive capabilities take a front seat, according to the company.

Tymeshift was built on Zendesk—offered exclusively to Zendesk users—to offer insights on agent activity in real-time, eliminating the need for tedious and manual WFM. By offering extended visibility into the productivity of agents, Tymeshift can guide staffing decisions based on surfaced insights.

Tymeshift also features predictive AI-powered forecasting, where Zendesk data is analyzed to estimate ticket volumes, as well as their subject matter, noting any potential spikes in customer inquiries. These insights fuel operational decision-making, enabling enterprises to cut down on costs in regard to the fluctuating levels of staffing needs.

The solution offers the following additional benefits:

  • Automated scheduling based on customers’ staffing predictions for informed staffing schedules
  • Visual reporting that highlights historical and real-time data to optimize costs and service levels

“Tymeshift allows customers to optimize staffing based on accurate forecasts and data, automate time-consuming chores, collect better insights, and make great reports,” said David Birchmier, former Tymeshift CEO and current director of WFM strategy and GTM at Zendesk. “Having the right people on the right channels, at the right time, all based on real-time data allowed us to provide immediate value to Tymeshift customers, and I’m looking forward to expanding our impact by officially joining Zendesk.”

The advantages of Tymeshift center on real-time insights that inform executives of agent activity, attendance, and adherence to schedules, offering the ability to directly improve problem areas, according to the company. The acquisition of Tymeshift by Zendesk marks Zendesk’s ongoing journey to provide any enterprise with effective WFM solutions powered by AI.

“Companies of all sizes benefit from WFM tooling, so Tymeshift was a natural choice when looking to expand our product portfolio. With this acquisition we made adoption seamless and ensured immediate value to Zendesk customers,” said Matt Price, senior vice president at Zendesk. “Tymeshift has proven to be a comprehensive and intuitive WFM solution, enabling companies to streamline their scheduling, forecasting, and reporting, ultimately leading to better customer service.”

For more information about this news, visit www.zendesk.com.

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