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Playvox WFM/QM

Application

Developed by Playvox

Updated 08/02/2021

Version 1.0

Workforce Management, Quality Assurance, Performance Management, Coaching, Learning and Agent Motivation software.

Playvox arms modern businesses with the most comprehensive, collaborative and insightful agent optimization suite of Workforce Management, Quality Assurance, Performance Management, Coaching, Learning and Agent Motivation software. Our automated solutions integrate with your existing platforms and empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to delight customers and boost revenue.

Key features

AI-Powered Workforce Management

Playvox WFM leverages AI to intelligently forecast, schedule and monitor your workforce in real time. Humans can make adjustments as desired, but no more manual scheduling or spreadsheets required.

WFM Built for the Digital Age

True Real-Time Visibility – Visibility into concurrency across digital channels, accurate handle time measurements, ability to track the full customer journey across multiple interaction types (ticket, chat, voice, etc.)

Recognize, motivate and incentivize agents

Provide better training, onboarding and compliance with a learning management system designed for customer service teams. Schedule coaching sessions and monitor effectiveness over time. Recognize and reward individual or team performance.

Automated Quality Assurance

Move away from spreadsheets and manual QA processes for chat, support tickets, and text-based interactions to easily evaluate and identify customer service problems in real-time.