Highlights:

  • With the help of Zendesk data and Tymeshift’s predictive AI-powered forecasting capabilities, businesses may predict their future staffing needs by predicting ticket volumes and subjects.
  • Zendesk’s acquisition of Tymeshift heralds a new phase in developing “Intelligent CX.”

Zendesk Inc., a provider of customer support and sales software, reported that for an unknown sum, it has acquired Tymeshift Inc., a workforce management (WFM) software company powered by artificial intelligence.

Tymeshift, a 2017 startup, provides a WFM solution tailored for Zendesk, enabling businesses to monitor real-time activity, productivity, and efficiency of agents. Support teams can save valuable time formerly spent on manual WFM activities by using the company’s solution, which offers visibility into agents’ functions and automatic tracking in Zendesk. Besides, the service voluntarily generates calendars, predictions, and real-time reports.

With the help of Zendesk’s data and Tymeshift’s predictive AI-powered forecasting capabilities, companies can predict their future staffing requirement by foreseeing ticket volumes and subjects. Moreover, users can lower operating expenses by utilizing real-time analytics. The feature enables more precise forecasting by leveraging current data to predict future trends, reducing potential operational issues and encouraging more strategic resource allocation.

Tymeshift’s machine learning capabilities guarantee that organizations need not play catch-up but rather take proactive measures to meet prospective employment demands based on data-driven projections.

Tymeshift also has a scheduling feature that automatically uses customer staffing projections to generate a full timetable. Businesses can optimize their workforce deployment and reduce the risk of overstaffing or understaffing by using this data-driven approach.

To optimize expenses and service levels, Tymeshift offers robust reporting tools that enable the visualization of historical and real-time data. It also offers visibility into team performance and productivity, giving organizations the insights they require to improve overall productivity and personnel decisions.

Zendesk’s Senior Vice President, Matt Price, said, “Companies of all sizes benefit from WFM tooling, so Tymeshift was a natural choice when looking to expand our product portfolio.”

According to reports, Zendesk’s acquisition of Tymeshift heralds a new phase in developing “Intelligent CX.” To improve and personalize customer interactions, intelligent customer experience makes use of AI and ML technology. It offers real-time insights and predictive analytics to improve customer service and engagement.

It is asserted that Tymeshift’s predictive capabilities combined with Zendesk’s well-established AI capabilities would “power the next generation of AI-assisted CX productivity.” The integration promises to increase productivity in how businesses manage their resources for customer service.