Playvox

Playvox equips contact centers with cloud-native, digital-first customer service solutions for Quality Management, Workforce Management and other key functions. By blending technology with a people-centric approach, Playvox helps companies elevate the quality of interactions and increase productivity.

Playvox provides real-time AI-powered forecasting and experience insights for optimal staffing, better interactions and better KPIs. It integrates with tools like Salesforce and Zendesk so AI-powered features are built into familiar CRM consoles.

Some of its key features include:

• Workforce Engagement Management: Monitor and optimize agent performance and customer experience across omnichannel interactions.
• Forecasting and Scheduling: Use real-time data and self-calibrating algorithms to minimize staffing costs and maximize service levels.
• Automated Quality Management: Use AI to uncover customer sentiment, automate scoring and provide feedback.
• Performance Dashboards: Monitor and customize KPIs like occupancy, adherence, workstreams and service levels.
• Coaching and Training: Provide interactive online training, QA-based coaching sessions and motivational tools.

Playvox is designed to make contact center work easier, and its customers have reported notable results:

• 1 million in annual cost savings
• 30% increase in agent productivity
• 20% improvement in CSAT
• 23% reduction in handle time
• 10X reduction in forecasting and scheduling complexity

Playvox doesn't share pricing details publicly, but it offers custom quotes based on specific business needs. Prospective customers can contact the company through the website to ask about pricing.

Published on July 9, 2024