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OFFON

WINDSTREAM HOLDINGS, INC.

(WINMQ)
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Windstream Enterprise Delivers Intelligent Customer Experience with Mitelís Contact Center Solutions and Google Cloud Contact Center AI

02/11/2021 | 09:30am EDT

Windstream Enterprise has enhanced its XCaaS service to include Mitel’s Virtual Agent and Agent Assist solutions powered by Google Cloud Contact Center AI (CCAI) as part of its comprehensive offering. Using this new functionality implements humanlike interactions that redefine the possibilities of machine learning in contact center environments and improves upon customer service through rich, conversational experiences. The integration of Google Cloud CCAI into the Windstream Enterprise platform leverages Mitel’s industry-leading Unified Communications as a Service (UCaaS) and UCaaS and Contact Center as a Service (CCaaS) solution to deliver an advanced customer experience (CX) with artificial intelligence (AI) that understands customer intent and interacts, redefining the possibilities of AI-powered conversation. The Virtual Agent and Agent Assist solutions powered by Google Cloud CCAI run on Mitel’s Contact Center Messenger platform, which makes it easy to create and assign custom chat widgets in minutes, eliminating the cost and intricacies found in many contact center platforms. Mitel’s Contact Center Messenger integrates into existing technology within Windstream Enterprise to deliver more intuitive customer support and increased productivity through a handful of features: Personalized support, immediate service and quick issue resolution garner customer loyalty; Virtual Agent enables immediate and conversational interactions with customers through 24/7 access to instant self-service. When cases increase in complexity, Virtual Agent initiates a seamless handoff to a human agent for more detailed support; Humanlike Interactions identify customer intent and determine what to say—and do—next with AI support. An enriched CX is supported via embedded visual cues such as Google Maps, YouTube videos, documents and interactive cards to simplify and enhance customer interactions; Agent Assist transforms human agents into dedicated specialists with continuous support by providing step-by-step assistance on complex cases in real-time. Seamless integration allows management of virtual and human agent performance from a single interface, increasing operational efficiency.


© S&P Capital IQ 2021
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Financials (USD)
Sales 2020 4 689 M - -
Net income 2020 2 145 M - -
Net Debt 2020 6 418 M - -
P/E ratio 2020 0,02x
Yield 2020 -
Capitalization 3,40 M 3,40 M -
EV / Sales 2019 1,96x
EV / Sales 2020 1,37x
Nbr of Employees 11 080
Free-Float -
Income Statement Evolution
Managers and Directors
Anthony W. Thomas President, Chief Executive Officer & Director
Robert E. Gunderman Chief Financial Officer
Paul H. Sunu Chairman
Stephen Farkouh Chief Information Officer
Rodney Hawkins Chief Compliance Officer & VP-Internal Audit
Sector and Competitors
1st jan.Capi. (M$)
WINDSTREAM HOLDINGS, INC.-12.22%3