Workforce Management (WFM) built to get operations under control — quickly and efficiently
Omnichannel Workforce Management (WFM) doesn’t have to be difficult. Playvox’s WFM leverages AI to make your capacity planning, forecasting, employee scheduling, and intraday planning easy, accurate, and far less time-consuming. Best of all, our solution is cloud based so you can access your workforce management system wherever you are.
Workforce Management software that lets you 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. We understand that today’s customer interactions are often complex, requiring multiple steps and/or staff outside of customer service to solve particular issues. Playvox WFM enables you to plan, forecast, and schedule agents for multi-step interactions with AI-powered foresight, helping you keep your budget on track.
Workforce Management software that empowers your employees with flexible change management and real-time visibility
Staff schedules are never easy – matching up your carefully planned forecast against the very human needs of your employees. Playvox WFM elevates the employee engagement and agent scheduling by supporting shift swaps within the team, as well as time off requests. Set predefined rules, so your agents, WFM schedulers, and customers all win. Give agents access to real-time data so they have a clear understanding about their performance metrics, and where they need to adjust to provide exceptional experiences.
Customize your insights to focus on the KPIs that matter most
Many Workforce Management solutions require you to review many screens or databases and piece together the data you most need. With Playvox WFM, you can view a simple, interactive performance dashboard that covers all the KPIs so you can master planning and performance. These performance dashboards include shrinkage, adherence, workstreams, occupancy, service levels, and forecast accuracy.
Workforce Management software 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, omnichannel contact centers and supports the multi-step customer interactions and workflows required today. With Playvox, you can step away using a system built for a phone world that is increasingly disappearing and leverage a WFM solution designed for the complex and omnichannel world of 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.