Workforce Management built to get operations under control — quickly and efficiently

Omnichannel Workforce Management (WFM) doesn’t have to be difficult. Playvox’s complexity-taming AI makes your capacity planning, forecasting, scheduling, and intraday planning easy, accurate, and far less time-consuming.

Reduce overhead costs and create efficiency by evolving your capacity plan in real-time

Playvox WFM moves at the speed of your business, elevating capacity planning from a one-and-done silo to an integrated and dynamic solution that evolves with changing hiring conditions so you never overspend or under-prepare.

Create exceptional experiences with real-time visibility into your business

With Playvox WFM, get a real-time view of planned vs actual staff for every location and work type. No matter what today brings, AI-powered foresight helps you adjust and keep service levels — and your budget — on track.

Customize your insights to focus on the KPIs that matter most

Our simple, interactive dashboard covers the KPIs you need to master planning and performance including shrinkage, adherence, workstreams, occupancy, service levels, and forecast accuracy.

Empower your employees with flexible shift change management

Playvox WFM elevates the employee experience by supporting shift swaps within the team. Set predefined rules, so your agents, schedulers, and customers all win.

Workforce Management Software

Workforce Management built for today’s contact centers

Most WFM solutions were designed for voice calls first. Playvox WFM was built from the ground up for digital-first, omnichannel contact centers and supports the efficient, cost-aware workflows required today.

Schedule the concurrent work other WFM solutions can’t support

Where the competition’s old algorithms fall short, Playvox WFM easily handles the concurrent model common for digital service channels like chat, email, and social media — keeping you from over- or under-scheduling.

Workforce management forecasting and scheduling
Workforce management solution

Easy to use, a cinch to learn

So simple and intelligent, you’ll save hours on workforce management. Our intuitive design means agents, team leaders, and contact center managers can train in no time and stay focused on what matters most — delighting customers.

“We were able to initiate a global shift alignment within 30 days to know exactly where we needed to put all of our people on what shifts 24/7 because we could see our trouble spots that we were blind to before.”
Erin Filsinger
Director of Workforce Management at Zendesk

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