Playvox Launches Its WFM Solution on the Five9 CX Marketplace

The solution will elevate customer and agent experiences

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Contact CentreLatest News

Published: February 28, 2024

James Stephen

Playvox’s full Workforce Management (WFM) solution is now available on the Five9 CX Marketplace.

By adding its WFM solution to the marketplace, businesses across all industries may integrate Playvox’s technology with the Five9 Intelligent Cloud Contact Center.

Playvox’s WFM solution uses AI to make forecasting, planning, intraday planning, and employee scheduling “easier, more accurate, and far less time-consuming”.

Daniel Pagel, CEO of Playvox, commented on the new partnership with Five9, stating:

Playvox is proud to align with Five9 to bring its full suite of solutions, including its award-winning Workforce Management (WFM) solution to its shared and new customers.

“Companies like Chime, Rothy’s, and the Pan Foundation are already taking advantage of our innovative technologies. Now, this partnership allows them to access these solutions from the Five9 integrated marketplace.”

The Five9 Intelligent Cloud Contact Center is a Gartner Magic Quadrant CCaaS platform that offers customers native workforce engagement management (WEM) capabilities.

However, some customers may still choose to leverage a solution such as Playvox for WFM for various reasons. For instance, a global enterprise may leverage different CCaaS platforms and wish to centralize staff management. A third-party solution, like Playvox, will allow them to do so.

Moreover, Playvox’s offering supports businesses in overcoming some of the major challenges faced by contact center WFM teams. These include managing hybrid and remote work, omnichannel customer support, response times, and service level agreements (SLAs).

In a blog post last month, Playvox outlined more of its platform’s benefits: “As a practice, workforce management can improve multiple contact center KPIs… these include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor.

“Ultimately, the goal of workforce management is to maintain the tricky tightrope act of accurately forecasting the right number of agents to meet the required workload–using the fewest number of labor hours without sacrificing CX or EX.

Workforce management software is one of the most important call centre efficiency solutions available.”

The blog also asserts that organizations can reduce costs related to staff by as much as 20 percent with only a minimal impact on customer service and experience levels.

Playvox serves some of the best-known brands and digital pioneers, including Fix, Noom, NuBank, and Twitter.

Last year, Salesforce integrated Playvox’s customer engagement tools into Service Cloud – joining the likes of Amazon Connect, Kustomer, and Zendesk.

Meanwhile, at Five9, the vendor’s announced Intelligent CX Platform recently became available on the Google Cloud Marketplace, allowing Google Cloud customers to more easily access Five9’s CCaaS technologies and manage their costs.

Alongside Playvox, Five9 offers integrations with various other WFM stalwarts, including Calabrio, injixo, and Verint.

 

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Brands mentioned in this article.

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