Workforce engagement management solutions provider Playvox has partnered with SoFi, the financial services platform, to implement Playvox Agent Optimisation Suite.
SoFi offers a member-based suite of financial products allowing aroungaround three million members to manage their financial lives in one application. SoFi credits quality assurance as the key to its success, as well as the satisfaction of its members, which SoFi Member Service Teams support through their contact center operations.
Ian Motiee, Quality Assurance Analyst at SoFi, said: “One of our primary business goals is to make informed data-driven decisions that are clear and not only align with our customers’ financial goals but also match our leadership team needs.“
“Playvox Agent Optimization Suite’s fast time-to-value allows wonderful insight into performance that is actionable at different levels of the organization as we continue to grow and has allowed us to expand the reach and impact of measurable improvement.”
To fit the evolving needs of its members, SoFi wanted to invest in reporting and in-depth, robust analytics which it managed to do with the Playvox all-in-one agent optimization suite.
The suite offers performance analysis, Voice of the Customer, and coaching tools, delivering meaningful analytics designed to help agents improve their work results and satisfaction.
