Zendesk completes Tymeshift acquisition, AI-powered customer experience

    Zendesk is joining a growing cast of businesses that are enhancing their product and services with Artificial Intelligence.

    Today Zendesk announced it has completed the acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. Built exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience (CX) workloads.

    “Companies of all sizes benefit from WFM tooling, so Tymeshift was a natural choice when looking to expand our product portfolio. With this acquisition we made adoption seamless and ensured immediate value to Zendesk customers.

    Tymeshift has proven to be a comprehensive and intuitive WFM solution, enabling companies to streamline their scheduling, forecasting, and reporting, ultimately leading to better customer service.”

    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 tracking in Zendesk allows support teams to save valuable time previously spent on manual workforce management tasks by automatically creating schedules, forecasts and real-time reports.

    From renowned e-commerce companies to freelance platforms and leading telecommunications service providers, Tymeshift provided a track record of proven value that Zendesk will bring to even more customers.

    The benefits include:

    • Predictive AI-powered forecasting: Zendesk data is analyzed to forecast ticket volumes and subject matter, so businesses can reliably forecast future staffing needs with real-time insights to reduce operational costs
    • Scheduling: A completed schedule is automatically created based on customers’ staffing forecasts so that companies can schedule teams appropriately based on data
    • Reporting: Ability to visualize historical and real-time data to optimize costs and service levels
    • Visibility over team productivity and performance: Companies can see how productive agents are and analyze staffing decisions to make improvements

    “Tymeshift allows customers to optimize staffing based on accurate forecasts and data, automate time-consuming chores, collect better insights and make great reports.

    Having the right people on the right channels, at the right time, all based on real-time data allowed us to provide immediate value to Tymeshift customers, and I’m looking forward to expanding our impact by officially joining Zendesk.”

    David Birchmier, former Tymeshift CEO, and current Director, WFM Strategy and GTM, Zendesk.

    Tymeshift gives leaders real-time insight into agent activity, attendance, and adherence to schedules. This zoomed out view of productivity for executives, gives the ability to identify areas of improvement and coaching opportunities to enhance productivity.

    Acquiring Tymeshift is a step in Zendesk’s journey to a new era of Intelligent CX.

    The company will combine the predictive capabilities of Tymeshift with its AI capabilities to power the next generation of AI-assisted CX productivity – making organizations more productive by automatically managing agent scheduling and instantly reacting to spikes in customer inquiries.

    To learn more about Tymeshift and the benefits of workforce management visit

    Jason Cartwright
    Jason Cartwright
    Creator of techAU, Jason has spent the dozen+ years covering technology in Australia and around the world. Bringing a background in multimedia and passion for technology to the job, Cartwright delivers detailed product reviews, event coverage and industry news on a daily basis. Disclaimer: Tesla Shareholder from 20/01/2021

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