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 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.
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.
Related Resources
How To Identify And Address Call Avoidance
When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t. It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…
WFM ROI: Why You Need Workforce Management Software Now
“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor, a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. Working efficiently becomes even more important when costs are rising, agents…
4 Smart Reasons to Offer Remote Work in Your Contact Center
Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to…