Sunnyvale, CA – Playvox, the leading SaaS provider of agent optimization software for quality assurance, performance management, coaching, learning and motivation, announced May 13, 2020, that Carla Bourque has joined its Board of Directors.
Bourque is a market-leading digital technology executive with more than 20 years of sales and Go-To-Market (GTM) experience. Carla’s passion and expertise lie at the intersection of data/analytics/SaaS where she excels in building high-performing teams and scaling global businesses for success. Bourque is the founder of Epic Advisors, a business-consulting firm dedicated to helping global technology companies, private equity and venture capital, dramatically increase enterprise value.
“I am thrilled to be joining Playvox at such an exciting time in the company’s trajectory. The impact that Playvox is having with its customers is significant but perhaps not surprising, given that the entire organization embodies those same characteristics of quality and service. The level of talent, commitment to quality, and customer success are palpable in every interaction. I continue to be impressed and inspired by the (Playvox) team,” she said.
Playvox founder and CEO, Oscar Giraldo, says the company is lucky to have Bourque.
“Carla is an amazing fit for Playvox. Her shared values, customer-centricity and experience scaling SaaS businesses will help Playvox make the right moves to advance our mission faster,” he said.
Over Bourque’s career, she has held executive Sales and GTM leadership roles with a range of global enterprise companies, including Catalina Marketing, Nielsen, Buddy Media, which was acquired by Salesforce, and SimilarWeb.
Bourque is particularly interested in Playvox’s opportunity to transform the Customer Service QA industry and its long-term growth with real-time data and analytics. By leveraging her experience building and scaling global commercial operations, she is eager to help Playvox expand its reach around the world.
“If Playvox continues to execute under its current strategy of focus, excellence and meaningful results, the company will have a tremendous opportunity down the road,” she said. “Enterprise companies represent a large market for Playvox and we expect that to hold true in regions outside of America and EMEA as well. With the recent and dramatic shift of workforces to remote or work-from-home environments, Playvox is well-positioned to lead the market with scalable solutions that optimize world-class customer service organizations.”
Playvox equips modern businesses and BPOs with the most comprehensive, collaborative and insightful customer service agent optimization SaaS suite for quality assurance, performance management, coaching, learning, recognition, and agent motivation. Our automated and centralized solutions integrate with popular platforms including Zendesk, Salesforce, Talkdesk, Freshdesk, RingCentral, LiveChat, Five9, Slack, and Intercom.
Playvox empowers agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and improve revenue generation within hours for progressive, customer-centric organizations of all sizes.