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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
Windstream’s Mike Flannery
“Organizations all over the world are doing their best to support customers and respond to the acceleration of digital demands, particularly during these challenging times,” said Mike Flannery, Windstream Enterprise‘s CMO.
The enhancements offer a faster, more personalized digital experience for Windstream customers, he said. They also allow customer support agents to provide a higher level of service.
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.
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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.