Zendesk Acquires Workforce Management Tool Tymeshift

Zendesk has announced that it is acquiring the workforce management (WFM) tool Tymeshift. The company already had a partnership with Tymeshift, but now Zendesk will integrate the tool into its own offering.
WFM tools help organizations streamline and automate employee deployment and schedules. Tymeshift was already considered a tool developed exclusively for Zendesk, making the acquisition an obvious choice.
“Companies of all sizes benefit from WFM tooling. When we wanted to expand our product portfolio, Tymeshift was therefore a logical choice. With this acquisition, we ensure seamless adoption and are able to generate immediate value for our customers,” said Matt Price, Senior Vice President, Zendesk. “Tymeshift has proven to be a comprehensive and intuitive WFM solution, helping companies streamline planning, forecasting and reporting, ultimately leading to better customer service.”

Streamlining and Automation

Within Zendesk, Tymeshift can track and control all aspects of employee behavior. It tracks the “activities, productivity and efficiency of service employees in real time” and automatically generates schedules, forecasts and reports. This potentially eliminates many time-consuming tasks.
The Tymeshift offering already existed, but was a separate solution that didn’t ship with Zendesk. Now it will be available to many more customers. It fits the mission Zendesk is trying to accomplish: simplifying business and making customer connection easier.

AI-Driven Forecasting

Zendesk touts the various possibilities of Tymeshift even more specifically. For example, it offers AI-driven forecasts that use the data on the platform to provide insights into (future) staffing needs. Second, Tymeshift can schedule automatically that respond as optimally as possible to the wishes and behavior of customers. In addition, the solution can write reports or create visualizations in real time.
“Tymeshift enables customers to optimize staffing based on accurate forecasts and data, automate time-consuming tasks, gather better insights and create great reports,” said David Birchmier, former CEO of Tymeshift and now Director of WFM Strategy & GTM at Zendesk. “By having the right people on the right channels at the right time, all based on real-time data, we were able to deliver immediate value to Tymeshift customers. I look forward to expanding our impact by becoming an official part of Zendesk.”
Zendesk’s acquisition of Tymeshift is a great opportunity for the company to expand its product portfolio and provide customers with a comprehensive WFM solution. With AI-driven forecasting, automated scheduling, and real-time reporting, Tymeshift is sure to help Zendesk customers streamline their operations and improve customer service.