Customer support agents can provide a higher level of service.

Edward Gately, Senior News Editor

February 16, 2021

2 Min Read
Call Center AI, contact center artificial intelligence

Windstream Enterprise has enhanced its XCaaS service with Mitel contact center solutions powered by Google Cloud Contact Center AI (CCAI).

The new enhancements increase personalization and improve customer service through digitally enabled, AI-powered contact centers.

The integration of CCAI into the Windstream platform leverages Mitel’s UCaaS and CCaaS to deliver an advanced customer experience with AI that understands customer intent and interactions.

Mitel’s Virtual Agent and Agent Assist run on its Contact Center Messenger platform. It can create and assign custom chat widgets. That eliminates the cost and intricacies found in many contact center platforms.

Mitel Contact Center Messenger integrates into existing technology within Windstream to deliver more intuitive customer support and increased productivity.

More Personalized Digital Experience

Matt Marion is director of product management at Windstream Enterprise.

“The combination of Google Cloud, Mitel and Windstream Enterprise creates an intelligent customer experience in a best-of-breed solution,” he said. “During a time when many contact centers have gone remote and have been faced with reductions in workforce, this AI integration enables customers to continue delivering exceptional customer service while increasing operational efficiency.”

AI provides personalized support, shortens call-handling times and allows callers to perform self-service tasks. Therefore, live agents can spend their time on more complex interactions.

“These enhancements will allow partners to offer an XCaaS solution relevant to the changing needs of their prospects and customers,” Marion said. “The addition of Google AI in the Mitel contact center furthers an already strong Mitel partnership.”

In other news, Windstream Enterprise has attained MEF 3.0 SD-WAN services certification for its VMware-powered SD-WAN. That validates its conformance to the global standard defining SD-WAN and its service attributes.

Here’s our most recent list of new products and services that agents, VARs, MSPs and other partners offer.

MEF is developing a global federation of network, cloud and technology providers. They support services that empower enterprise digital transformation. MEF is the only standards body globally qualified to certify SD-WAN technology and managed service providers that demonstrate compliance with industry best practices.

“MEF certification is an important step in advancing SD-WAN market growth and driving adoption of productivity-enhancing services and technologies that will progress digital transformation,” said Nan Chen, MEF’s president.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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