Partnership delivers AI-enabled workforce solution for contact centres
Through an OEM partnership with Playvox, the leading CRM-connected omnichannel contact centre provider of workforce engagement solutions, Dialpad Contact Centre now offers real-time agent forecasting, scheduling, and quality management as part of its existing suite of workforce engagement capabilities.
The addition of Playvox WEM applications, consisting of workforce management, quality assurance, learning management, gamification, real-time performance tracking, and voice of the customer in one fully integrated suite, delivers the most comprehensive, AI-enabled WEM solution for contact centre agents.
Craig Walker, CEO, Dialpad, said: “Dialpad is thrilled to partner with Playvox, strengthening our CCaaS offering with its suite of WEM solutions. Technology investments that seamlessly integrate with Dialpad Contact Centre to provide improved ROI and a better customer experience are critical to the day-to-day operations and long-term success of our valued customers.
“Dialpad customers can now dramatically reduce agent staffing costs while increasing agent performance with the addition of Playvox WEM.”
With today’s growing emphasis on differentiation in the new experience economy, agent enablement, empowerment and satisfaction are key drivers of success.
In modern contact centres, the scheduling, forecasting, management and analysis of agent workforces reduces costs through optimal staffing levels and ensures the right agents are available at the right times to serve customers.
Dialpad is partnering with Playvox to add workforce forecasting and scheduling along with Playvox Quality Management for quality assurance to its award-winning Dialpad Contact Centre solution to increase agent performance, effectiveness and efficiency.
Automating the forecasting, scheduling, motivation, training and quality tracking of agents with Playvox optimises contact centre performance and improves the agent experience which drives customer experience.
Louis Bucciarelli, CEO, Playvox, said: “Dialpad and Playvox share similar visions — to empower contact centres and agents to be their best and deliver the best customer experience — across all industries.
“With this partnership, we empower businesses with the workforce management and quality management capabilities needed to exceed customer expectations.”
The Playvox suite of cloud-native applications empowers contact centere agents, workforce managers, quality analysts, team leaders and management with the tools and real-time intelligence needed to create healthy work environments that result in superior customer experience.
Dialpad easily integrates Playvox WEM capabilities through an open API platform, which offers more than 70 integration options for customers, including Salesforce, ServiceNow and Zendesk.