Reduce Costs with Workforce Management
Intelligently forecast, schedule, and monitor your workforce in real time, saving hours on manual tasks. Take control of costs and create more time to coach and manage your team.
Real-time data and self-adjusting algorithms continuously improve scheduling accuracy and reduce staffing costs. Handle synchronous and asynchronous workloads without any hassle.
Get alerts to balance staffing with your SLAs. Monitor intraday schedule adherence and occupancy. Avoid over-scheduling to reduce costs and under-scheduling to maintain customer service levels.
Optimized real-time dashboards
Drill-down reports with real-time data from phone, chat, social media, and ticketing platforms provide insight into key measures like punctuality, adherence, occupancy, service levels, workstreams/queues, scheduled tasks, forecasts, and more.
Improved customer experience
A quality management system for chat, support tickets, and text interactions automates and improves QM processes with features like flexible scoring, feedback by question, second evaluators, and group scorecards.
Surface customer sentiment automatically
Automatically surface insight into customer sentiment across all digital interactions. Gain insight across all of your interactions, not just a sample, taking the guesswork out of coaching. Make it easy for your team to find the interactions they want to analyze across channels so they can fix costly problems faster.
Automated, collaborative workflows
With Playvox Workloads, automatically distribute customer interactions to analysts for evaluation based on powerful filters. The Calibrations feature makes it easy to compare QA analyst responses with expert opinions and ensures an organization-wide quality standard.
Maximize efficiency and improve CX
From your agents and quality analysts to workforce schedulers and management, Playvox has the tools and real-time intelligence you need to manage contact center operations more efficiently and increase customer retention.