Developed by Playvox
Leverage AI-Powered automatically generated forecasting. Playvox uses real-time data and self adjusting algorithms to continuously improve forecast accuracy. Handle synchronous and asynchronous workloads seamlessly in an omnichannel environment.
Save time with fully automated omnichannel scheduling based on your specific business rules and priorities. With Playvox, you can utilize account forecasts, KPIs, business requirements, SLAs and goals to create the most efficient schedule for your needs. Reduce costs by having the right agents available at the right time to service customers, without overstaffing.
Take advantage of dashboards and reporting for center-wide optimization, down to agent-level tracking, to help with performance management and agent engagement. Reports with drill-down functionality provide insight into key measures: punctuality, adherence, occupancy, service levels, work streams and tasks, forecast accuracy, and more.
Use our performance summary dashboard to view real time data from phone, chat, social and ticketing platforms to monitor adherence and occupancy throughout the day. Make on-the-fly adjustments intraday, and re-optimize your workforce with the click of a button.
Workforce Management, Quality Management, Learning Management, Gamification, Agent Coaching & Performance, Benchmarking, Reporting, & Bi