Solution’s 80% accuracy rate expected to reach 90% in 2024

Atlanta – September 12, 2023 – Intradiem, the leading provider of contact center automation solutions, is introducing the first AI-powered technology solution to quantify agent “burnout” and predict the risk of attrition at the agent level. Currently, the solution predicts churn accurately 80% of the time, but with refinements and model training in progress, the rate is expected to increase to 90% or more by 2024.

Rigid schedules, repetitive work, and regular hostility from frustrated callers make a call center agent’s job notoriously stressful. That fuels chronic attrition, which in turn raises costs and undercuts consistent customer brand experiences. Agent attrition is estimated at 40-70% annually, with some organizations turning over their entire agent populations each year. Replacing a single agent can cost $20,000 to $35,000.

“Agent attrition is always a pressing issue for contact center leaders. It’s costly to find, hire, and train agents, and a lack of experienced employees can negatively […]

Global leaders in contact center solutions team up to deliver operational excellence, cost savings, and customer satisfaction.

Natterbox, a global innovator in contact center solutions, has announced a partnership with Playvox, a leading provider of Workforce Engagement (WEM) solutions that include AI-infused workforce management (WFM) software and Quality Management (QM) software. This strategic collaboration empowers contact centers around the world to navigate the complexities of planning, forecasting, and scheduling their workforce with ease, while maintaining operational excellence, reducing costs, and delivering exceptional customer experiences.

With customers increasingly demanding hyper-personalized experiences across multiple channels, contact centers face growing challenges in optimizing their workforce to meet fluctuating demand. By integrating Playvox’s cutting-edge WFM capabilities with Salesforce Service Cloud Voice, Natterbox customers can enjoy unparalleled efficiency and effectiveness in their sales and contact center operations.

According to recent studies, contact centers that utilize advanced WFM technology can experience up to a 25% increase in agent productivity and a significant reduction in costs. Through […]

The world’s leading employee Performance eXperience Platform recently partnered with the respected professional organization to help support call center quality assurance and training teams.

New York, London, Tel Aviv, June 16,  2023 – Centrical, a global SaaS company, and the Performance eXperience Platform for frontline employees is pleased to announce its new partnership with QATC, an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.

Of this new partnership, Centrical CMO April Crichlow said, “Partnering with a revered organization like QATC makes perfect sense. Over the past several years, there has been a massive shift in how call centers do business, and this is especially true for quality assurance teams. QM processes are too often transactional, static, and disconnected from the overall employee experience, which prevents organizations from truly optimizing the data they have at their disposal. By connecting quality assurance teams, agents, and supervisors in a dynamic feedback loop, organizations […]

NASHVILLE, TENNESSEE – May 15, 2023 – The Society of Workforce Planning Professionals (SWPP) has announced Rick Seeley as the recipient of the 2023 SWPP Lifetime Achievement Award, which recognizes an individual who has shown outstanding leadership in the workforce management industry.

Rick currently serves as WFM Supervisor at McKesson. He has worked in contact centers for over 33 years. His interest in workforce management started when he was an agent on the phones at the onset of the Sprint Texas Relay Service in Austin, TX in 1996. At that time, Rick inquired how the Supervisors were creating schedules. Once that was explained, Rick took the data and decided to play with it to create better coverage and better staffing. This morphed into creating the Operations Administrator position for Sprint Relay Services which was the initial
RTA, Scheduler, and Forecaster for all the Sprint Relay Services nationwide. And the rest is history. Rick moved to Dallas with Sprint to work as a […]

New customers, partnerships, products, leadership, and industry recognition drive company growth

SUNNYVALE, Calif., March 23, 2023 — Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact centers, today announced continued growth driven by new customers and partners, new and enhanced products, an expanded leadership team, and continued industry recognition.

New Customers and Partnerships

Continuing its momentum from the prior year, Playvox added several marquee clients and partners to its portfolio. Brands in a range of industries selected Playvox to support and optimize customer and agent experience, engagement, and workforce solutions. A sampling of new customers includes Squaretalk, Harry’s Inc., Telarus, Jenne Cloud Services Brokerage, and InflowCX.

More recent wins include fashion brands Skims and Decker’s, innovative pet food brand Farmer’s Dog, iconic coffee best seller Black Rifle […]

NASHVILLE, TENNESSEE – May 15, 2023 – The Society of Workforce Planning Professionals (SWPP) is proud to announce Brandon Emms of GreenShield as the winner of the 2023 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry.

“We are so thrilled to announce Brandon as the winner of this prestigious award,” said Vicki Herrell, SWPP Executive Director. “His knowledge, leadership, and vision have helped him achieve great results for his company. We believe he is truly representative of the great workforce management professionals around the world.”

The other finalists include Mary Kathryn Dorr of Trimble Transportation, Trent Ryan of Netflix, Caci Cooper of Optum, and Tim Bodway of Thrivent. The winner was announced at the 2023 SWPP Annual Conference.

Brandon Emms is Manager of Workforce Management for GreenShield. The insurance company has one location with 200 agents handling calls and emails. They utilize systems from Avaya, Verint, and Nuance. Brandon has […]

NASHVILLE, TENNESSEE – April 14, 2023 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2023 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Brandon Emms of GreenShield, Mary Kathryn Dorr of Trimble Transportation, Trent Ryan of Netflix, Caci Cooper of Optum, and Tim Bodway of Thrivent.

“I am very proud to present these five workforce management professionals as finalists for this distinguished award,” said Vicki Herrell, SWPP Executive Director. “Each  year, there are so many outstanding nominations that it continues to be a difficult task for the SWPP Board of Advisors to select the top five. Each one of these individuals has demonstrated great skills, leadership, and ability in our industry, as well as delivered measurable results for their companies.” The winner of the award will be announced at the SWPP Annual Conference, which will be held in […]

Contact center leaders to provide best-in-class AI and cloud-based workforce engagement solutions 

SUNNYVALE, Calif., March 17, 2023—Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, today announced a strategic partnership with NeuraFlash, a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Together, the companies will offer best-in-class integrated solutions leveraging AI and automation to transform customers’ cloud-based contact center workforce engagement experiences.

“Our customers are increasingly demanding workforce engagement to better manage their contact centers,” said Brett Chisholm, CEO of NeuraFlash. “It was clear early on that Playvox was the best partner for transforming our customers’ contact center experience. The company’s proven track record, deep industry expertise and workforce engagement, along with the tight integration to Salesforce solutions, combined with the power of AI, will be instrumental in achieving better business outcomes.”

“Following the Playvox partnership announcement with Salesforce in January, we are seeing accelerated demand for our solutions in the Salesforce and […]

SUNNYVALE, Calif. — Nov. 21, 2022 — Playvox, the leading provider of Workforce Engagement management (WEM) solutions for the digital-first and CRM-centric contact center, has expanded its Workforce Management (WFM) Capacity Planner solution. Customers across multiple verticals such as healthcare, food delivery, insurance and more, can take advantage of Playvox’s intuitive and seamless technology solution to manage their employees more effectively, while helping overcome operations challenges.

Contact center leaders are frequently confronted with issues related to labor shortages, business scaling, and rising costs in an uncertain market. Within the Capacity Planner, contact center leaders can:

• Easily and quickly access historical data to generate a fluid capacity plan that forecasts volumes already built in the system;
• Obtain visibility with absence, shrinkage, and attrition thresholds to obtain the best scenario for their unique business needs;
• Leverage a solution that doesn’t require outside consulting and/or additional resources;
• Determine how and when to scale workforce levels;
• Achieve an accurate, holistic view of available staff.

“Playvox WFM Capacity […]

Playvox’s Capacity Planner Solution Honored for Exceptional Innovation

SUNNYVALE, Calif., March 17, 2023 —Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact centers, today announced that TMC, a global, integrated media company, has named Playvox’s Capacity Planner as a 2023 CUSTOMER Product of the Year Award winner.

“When I speak with customers about 2023 priorities, many highlight the need for greater efficiencies and point to the value of Playvox’s Capacity Planner. Our WFM Capacity Planner is a transformative offering that changes the way organizations throughout all industries prepare and forecast for the medium to long-term,” said Louis Bucciarelli, Chief Executive Officer of Playvox. “Capacity Planner from Playvox enables contact centers and support hubs to leverage real-time historical data and trends for forecasts, allowing their planning process to move at the speed of their business. We are thrilled to be a recipient […]

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies

BOSTON, March 16, 2023 — Waterfield Tech, a leading global customer engagement solutions provider, today announced the launch of their Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies across the contact center and capitalize on digital transformation opportunities. This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation.

Waterfield Tech’s Impact Analysis follows a rigorous and proven methodology to help companies improve their contact center operations and capture new financial upsides. With this consultative offering, Waterfield Tech’s customer experience strategists dive into the organization’s contact center operations, identify costly areas of inefficiencies, and provide recommendations to increase efficiencies through automation and other improvements to deliver financial gains — often with no additional out of pocket cost. This serves to align the organization’s contact center operational processes, technology ecosystem, and people […]

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange

SUNNYVALE, Calif. — January 5, 2023— Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers.

“We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” says […]