Together, Playvox and Agyle Time provide a cloud-native workforce optimization solution. From ensuring the right agents with the right skills at the right time are scheduled to providing quality management and agent development, Playvox provides the complete agent experience, increasing customer loyalty and satisfaction by delivering differentiated customer service.
We know all of that sounds great but you’re probably wondering what makes us truly different. We are:
We break the mold of voice-centric WFO. We are fully omnichannel, offering an integrated suite of products that communicate with one another to provide operational efficiencies and improve the customer-agent experience.
Our solution was born in the cloud and has never lived anywhere else. This allows us to effectively manage digital channels unlike other providers who started with on-prem solutions.
We are human-first, starting with our customer-obsessed employees. We work tirelessly to build partnerships with our customers. (Read what our customers have to say about us here.)
Whether you’re using Zendesk, Salesforce, ServiceNow, Kustomer or Slack – just to name a few – we’ve got you covered with seamless integrations.
Getting these systems from one vendor allows these tools to work in tandem, providing more gain on operational efficiencies and a boost in agent experiences for our customers.
“Agyle Time enables a more holistic view of operations. It has the potential for just-in-time insights as well as resource forecasting capabilities that can make a significant impact on our operations."
Senior Director, Service Operations at Twitter
Real-time data and self-adjusting algorithms are used to continuously improve scheduling accuracy and reduce staffing costs. Synchronous and asynchronous workloads are seamlessly handled for omnichannel environments.
Receive schedule shortcoming alerts to balance staffing with desired customer experience levels.
Use real time data from phone, chat, social media and ticketing platforms to monitor schedule adherence and occupancy throughout the day. Avoid over-scheduling to reduce costs and under-scheduling to maintain customer service levels.
Drill-down reports provide insight into key measures — punctuality, adherence, occupancy, service levels, workstreams/queues, schedule tasks, forecasts, and more.
Playvox Workforce Management powered by Agyle Time is easy to integrate. This add-on fits organizations with 50+ seats that use modern, cloud-based contact center platforms.