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  • Emmanuelle Serrano

AI and personnel management: Tymeshift acquired by Zendesk

Zendesk Inc. has announced that it has completed the acquisition of Tymeshift, an artificial intelligence (AI)-powered workforce management (WFM) solution. Designed exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience workloads.

"Companies of all sizes have WFM solutions, so Tymeshift was a natural choice when we looked to expand our product portfolio," said Matt Price, Senior Vice President, Zendesk, explaining his company's acquisition of Tymeshift. "Tymeshift is a comprehensive and intuitive WFM solution, enabling businesses to streamline their planning, forecasting, and reporting, helping to improve customer service."

Tymeshift is an AI-powered solution designed for Zendesk to help organisations track agent activity, productivity, and efficiency in real-time. Visibility into agent activity and automatic tracking within Zendesk enables support teams to save time on agent management tasks by automatically creating calendars, forecasts, and reports in real-time.

What are Tymeshift's features?

  1. AI predictions: data from the Zendesk platform is analysed to predict ticket volumes and topics to be handled, so companies can reliably estimate staffing requirements in real-time to reduce operational costs;

  2. Planning: a complete schedule is automatically created based on staff forecasts, so that companies can plan teams appropriately based on the data collected;

  3. Reporting: data can be viewed in real-time to optimise costs and service levels;

  4. Visibility into team productivity and performance: companies can see agent productivity and analyse recruitment decisions to make improvements.

"Tymeshift enables customers to optimise staff allocation based on accurate forecasts and data, automate time-consuming tasks, gather better information, and produce quality reports," said David Birchmier, ex-CEO of Tymeshifts and now Director of WFM and GTM Strategy at Zendesk. "Having the right people on the right channels at the right time, all based on real-time data, allowed us to quickly demonstrate the effectiveness of our solution."

Tymeshift provides a real-time overview of agent activity, attendance, and adherence to schedules. This insight enables managers to identify areas for improvement and training opportunities to enhance productivity. The acquisition of Tymeshift is a step in Zendesk's journey towards a new era of intelligent customer experience. Zendesk will combine Tymeshift's predictive capabilities with its artificial intelligence solutions to improve business productivity by automatically managing agent scheduling and reacting instantly to peaks in customer demand.

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