Windstream Enterprises Adds Talkdesk Express to its Expanding Solutions Portfolio

Windstream Enterprise, a Little Rock, Arkansas-based managed communications service provider that offers a variety of IT services for businesses, recently announced that it added Talkdesk Express to its Contact-Center-as-a-Solution (CCaaS) portfolio. Talkdesk’s omnichannel solution, which was created for small to medium-sized enterprises (SMEs), delivers affordable, enterprise-grade contact center technology to help businesses boost revenue growth, agent effectiveness and increase customer satisfaction.

A bit more context: Talkdesk Express aggregates and automates all inbound and outbound customer communications — including voice calls, chat, text, email and social media — to enable real-time interactions and simplified operations. Each communication touchpoint is consolidated in a robust, cloud-based portal featuring advanced analytics and easy-to-use dashboards that provide agents with visibility into every customer engagement across every channel.

And so, in the announcement, Windstream Enterprises stated that it has engaged in the partnership as a way of "responding to SME customers’ increasing needs for omnichannel customer and prospect communications." (After all, these businesses require enterprise-caliber contact center capabilities that scale with them as they grow.) Currently, Windstream Enterprises supports 45,000 enterprise clients at more than 180,000 locations.

Windstream also customers will gain a number of abilities, thanks to the implementation. These include an omnichannel user interface, interactive voice response, a full analytics suite, data integration (i.e. with solutions such as Zendesk, Zoho CRM, Slack, Shopify, Teams, HubSpot and more), advanced security for contact center operations, and hands-on and self-service training for agents.

"Our partnership with Talkdesk elevates external communications across all touchpoints so these businesses have the tools they need to maximize agent efficiency, provide high-quality service and drive business growth,” said Austin Herrington, Vice President of Product Management for Windstream. “We’re excited to bring enterprise-grade technology to the SMB community, empowering small businesses to perform like big business.”