Workforce Management built for today’s contact centers

Omnichannel Workforce Management (WFM) doesn’t have to be hard. Playvox’s complexity-taming AI makes your capacity planning, forecasting, scheduling, and intraday planning easy and accurate. It’s time to upgrade to cloud-native WFM for the way we work today.

Your business evolves in real-time.
Your capacity plan should too.

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.

You can’t fix what you can’t see.
Gain the visibility you deserve.

With Playvox WFM, get a real-time view of planned vs actual for every location and work type. No matter what today brings, our AI-powered foresight helps you adjust and stay on track.

Your reports should work for you.
Not the other way around.

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

Shift changes are a hassle of the past.
Give your agents flexibility.

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

Schedule the concurrent work other WFM solutions can’t support.

Where the old algorithms of the competition fall short, Playvox WFM goes beyond and easily handles the concurrent model common for digital service channels like chat, email and social media.

Workforce management forecasting and scheduling
Workforce management solution

Simple, elegant, and easy to use.

So easy to use, customers greatly reduce the time dedicated to manage Playvox Workforce Management. Our purposeful, intuitive design means training is quick and easy for agents, team leaders, and contact center managers.

“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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