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 shortcoming alerts to balance staffing with desired customer experience levels. Monitor schedule adherence and occupancy throughout the day. Avoid over-scheduling to reduce costs and under-scheduling to maintain customer service levels.
Optimized agent-level dashboards.
Drill-down reports real-time data from phone, chat, social media, and ticketing platforms provide insight into key measures — punctuality, adherence, occupancy, service levels, workstreams/queues, schedule tasks, forecasts, and more.
Improved customer experience (CX).
A Quality Assurance system for chat, support tickets, and text-based interactions, enabling you to automate and improve QA processes with features like flexible scoring, feedback by question, second evaluators, and group scorecards.
Powerful interaction filtering.
Easy to identify the desired interactions across channels. Filter any field in your CRM or support software such as ticket type, priority, status or close date. Better yet, create custom fields in Playvox Quality for even more powerful filtering.
Automated and 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 ensure an organization-wide quality standard.
Empower agents with omnichannel solutions and improve CX
From your agents and quality analysts to workforce schedulers and management, Playvox has the tools and real-time intelligence needed to improve the customer experience and boost revenue.