Zendesk, Inc. announced that it has completed the acquisition of Tymeshift, a modern, AI-powered workforce management (WFM) solution. Built exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience (CX) workloads.
“Businesses of all sizes benefit from WFM tools, so Tymeshift was a natural choice when we were looking to expand our product portfolio. With this acquisition, we achieved seamless adoption and secured immediate value for Zendesk customers,” says Matt Price, Senior Vice President at Zendesk. “Tymeshift has proven to be an intuitive, end-to-end WFM solution, enabling businesses to streamline their scheduling, forecasting, and reporting, ultimately leading to better customer service.”
“Businesses of all sizes benefit from WFM tools, so Tymeshift was a natural choice when we looked to expand our product portfolio.”
Matt Price, Senior Vice President, Zendesk
Tymeshift is an AI-powered solution built on Zendesk to help organizations track agent activity, productivity, and efficiency in real-time. Visibility into agent activity and automatic free philippine number for whatsapp tracking in Zendesk allows support teams to save valuable time previously spent on manual team management tasks by automatically creating real-time schedules, forecasts, and reports. From well-known e-commerce companies to independent platforms and leading telecom service providers, Tymeshift has provided a proven track record of value that Zendesk will bring to more customers. Benefits include:
AI-Powered Predictive Forecasting: Zendesk data is analyzed to forecast ticket volumes and subject matter, so businesses can confidently forecast future staffing needs with real-time insights to reduce operational costs.
Scheduling: A complete schedule is automatically created based on clients' staffing forecasts so businesses can schedule teams appropriately based on data.
Reporting: Users have the ability to view historical and real-time data to optimize costs and service levels.
Visibility into team productivity and performance: Businesses can see how productive agents are and analyze staffing decisions to make improvements.
“Tymeshift enables customers to optimize staffing based on accurate data and forecasts, automate time-consuming tasks, gather better insights, and generate great reports,” says David Birchmier, former CEO of Tymeshift and current 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 deliver immediate value to Tymeshift customers, and I look forward to expanding our impact by officially joining Zendesk.”