News – Page 2 – Society of Workforce Planning Professionals

Waterfield Tech Launches Impact Analysis Offering to Streamline CX Decision-Making in the Contact Center

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 […]

Playvox Launches New Workforce Engagement Solutions for Salesforce Contact Center

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 […]

News Archive

January 24, 2023	Playvox Launches New Workforce Engagement Solutions for Salesforce Contact Center
June 27, 2022	TrustRadius Recognizes Playvox with Two Top Rated Awards
June 24, 2022	New WFM eBook from Playvox: Workforce Management: Essentials for the Modern Contact Center
June 19, 2022	Verint Introduces ‘One Workforce’, An Innovative Approach to Eliminate Silos and Unify and Empower Both Humans and Bots
May 26, 2022	Michelle Randall Burrows Joins Playvox as Chief Marketing Officer
April 26, 2022	Customers Give Verint a Top Score in Overall Vendor Satisfaction for Workforce Management for Fourth Consecutive Year
April 4, 2022	Playvox Unveils Dynamic Capacity Planner at SWPP Annual Conference
April 4, 2022	SWPP Announces Jessie Cessna As Winner of the 2022 Workforce Management Professional of the Year Award
March 28, 2022	SWPP Announces Finalists for 2022 Workforce Management Professional of the Year Award
October 14, 2021	Sharpen #1 on Indiana Business Journal’s List of Fastest-Growing Private Companies
October 7, 2021	Sharpen Launches OmniOut
October 4, 2021	Sharpen Announces Partnership With Intelisys to Expand Reach in Marketplace
September 28, 2021	Sharpen’s COO Pam Hynes Named Female Executive of the Year
August 17, 2021	Verint is Expanding its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement
August 2, 2021	ActiveOps changes the game for enterprise EPM solutions, putting the productivity in Employee Productivity Monitoring
June 9, 2021	Why Salesforce Is Entering the Workforce Management Market
June 9, 2021	Salesforce Introduces Service Cloud Workforce Engagement to Help Contact Centers Adapt to an All-Digital, Work from Anywhere World
June 9, 2021	How Salesforce Customer Service Leaders Use the New Workforce Engagement Product
June 9, 2021	Salesforce Reimagines Service Cloud to Transform Customer Service from Anywhere
June 7, 2021	ActiveOps Announces “The Future Fit Hybrid Workforce” Roadshow – Business Leaders to Collaborate the Future of Work
June 2, 2021	Sharpen Secures $14 Million in Funding Led by Bridge Bank and Multiplier Capital
May 10, 2021	Aspect Software Announces Merger with Noble Systems
April 20, 2021	Calabrio Unlocks Voice-of-the-Customer Business Intelligence That Fuels the Modern Enterprise with Newly Launched CXI Solution
April 14, 2021	SWPP Announces Anton Nithianandarajah As Winner of the 2021 Workforce Management Professional of the Year Award
April 1, 2021	SWPP Announces Finalists for 2021 Workforce Management Professional of the Year Award
March 18, 2021	Sharpen Names Traci Shaw CFO and Adam Settle CXO
July 27, 2020	SWPP Announces Finalists for the 2020 Workforce Management Professional of the Year Award
July 21, 2020	Sharpen Sales Grow More Than 200% in 1H 2020
May 4, 2020	Sharpen’s Clients Report Improved CSAT Scores, Reduced Call Times and In One Case, Projected Savings of More than $760,000 Annually, Working From Home
November 15, 2019	WFMSG Partners with MNET Further Advancing Delivery of Cohesive Contact Center Solutions and Services
May 11, 2019	Richard Spearrin Announced as 2019 SWPP Lifetime Achievement Award Recipient
April 23, 2019	SWPP Announces Scott Boyd As 2019 Workforce Management Professional of the Year
April 19, 2019	SWPP Announces Finalists for 2019 Workforce Management Professional of the Year Award
October 29, 2018	Monet Software Launches its Fresh New Website to Simplify and Enhance User Experience
October 22, 2018	Teleopti Invited onto Cisco SolutionsPlus Program
October 16, 2018	Changing the Game (Yet Again)!
August 27, 2018	Monet Software Announces Workforce Management for Amazon Connect – a Cloud Scheduling and Forecasting Solution for Contact Centers Using Amazon Connect
July 10, 2018	Maggie Klenke Named As The First Recipient of the SWPP Lifetime Achievement Award
July 10, 2018	SWPP Announces John Campbell as 2018 Workforce Management Professional of the Year
May 28, 2018	SWPP Announces Finalists for 2018 Workforce Management Professional of the Year Award
March 15, 2018	Verint Launches New Intelligent Customer Self-Service Capabilities
February 26, 2018	Verint Introduces New Line of Solutions for Growing SMB Market
February 26, 2018	Verint Accelerates Workforce Engagement for Back-Office Operations with New Automation Capabilities
November 20, 2017	Verint’s Automated Workforce Management Leverages Artificial Intelligence to Empower the Workforce
October 26, 2017	Verint Accelerates Power of Automation to Modernize and Simplify Customer Engagement
October 17, 2017	Verint Launches Industry’s Most Modern, Flexible and Open Suite for Enterprise Workforce Optimization
September 5, 2017	Leading Credit Card Company Empowers Contact Center Agents With Intelligent Agent Mobile App
August 1, 2017	WFMSG Joins ShoreTel’s TechConnect Marketplace
June 13, 2017	WorkFlex Solutions, the Industry Leader in Intelligent Intraday Automation® for Contact Centers, Announced That It Has Been Awarded a 4th Patent
June 12, 2017	Verint Announces Packaged Workforce Optimization Solutions Designed Specifically for Mid-Sized Contact Centers
March 28, 2017	Pipkins, Inc. plans for new jobs in Missouri
March 11, 2017	Disaster Recovery Procedures Enacted by Winter Storm Stella as Reported by Pipkins
March 13, 2017	SWPP Announces Finalists for 2017 Workforce Management Professional of the Year Award
February 27, 2017	Concentrix to Expand Deployment of WorkFlex Products
January 10, 2017	CreditEase Boosts Customer Experiences with Verint Customer Engagement Optimization Solutions
January 4, 2017	Verint Mobile Work View Extends Employee Engagement Capabilities on Mobile
October 20, 2016	QVC Japan Ltd. Leverages Verint Solutions to Enhance Quality Assurance and the Customer Experience
October 18, 2016	WorkFlex Solutions and Verint Announce Technology Relationship
September 27, 2016	WorkFlex Announces Availability of Intelligent Employee Empowerment Solution Suite on Genesys AppFoundry
September 24, 2016	WFMSG Announces Partnership Integrating the Community™ Workforce Management Solution with the OnviSource Suite of Workforce Optimization Solutions
September 12, 2016	ABN AMRO Heightens Customer Service and Employee Engagement with Verint Solutions
August 12, 2016	WorkFlex Solutions Announces Patent Award for Automated, Intelligent Work-Type Self-Scheduling
June 24, 2016	Pipkins Is Migrating Its Ticketing System to Autotask
April 12, 2016	Tony Graczyk Named 2016 Workforce Management Professional of the Year
April 4, 2016	WorkFlex Introduces On-Demand Contact Center Technology to Optimize Omni-Channel Workforce Scheduling
March 30, 2016	SWPP Announces Finalists for 2016 Workforce Management Professional of the Year Award
March 10, 2016	WorkFlex Solutions Announces Patent Award for Automated, Intelligent Self-Scheduling
March 5, 2016	SWPP Announces 2016 Workforce Management Seminar Series
February 17, 2016	Innovations in Performance Management Headline Latest Release of Verint Workforce Optimization
December 10, 2015	TimeTrade Teams up with Verint to Help Banks Deliver Superior Customer Service
November 18, 2015	WorkFlex Intelligent Empowerment Suite for Contact Centers to Be Deployed by Concentrix
August 27,2015	Verint and Vidyo Collaborate to Integrate Video Calls into Omnichannel Customer Engagement Centers
August 17, 2015	Verint Extends Customer Engagement Optimization Vision, Adding Innovative Community Software
May 4, 2015	U.S.-Based Government Agency Extends Investment in Verint Actionable Intelligence Solutions
April 15, 2015	Genesys Announces Next Generation Customer Experience Platform Ushering in a New Era for Customer Engagement
March 25, 2015	Verint Extends Customer Engagement Optimization Vision with Latest Advancements
March 18, 2015	Denise Kapalko Named 2015 Workforce Management Professional of the Year Award
February 27, 2015	SWPP Announces Finalists for 2015 Workforce Management Professional of the Year Award
February 19, 2015	Verint Extends Customer Engagement Optimization Leadership with Latest Release of Enterprise Feedback Management
February 16, 2015	U.S.-Based Financial Services Organization Improves Customer Engagement Using Verint Analytics
January 26, 2015	Verint Announces Availability of Work Allocation Manager
January 20, 2015	Verint Receives Industry Honors for Technology Excellence and Innovation in Customer Engagement Optimization and Fraud, Risk and Compliance
January 15, 2015	WorkFlex Solutions Partners with Firstsource Solutions
July 30, 2014	Sutherland Global Services to Deploy WorkFlex Intraday Management Automation Suite
July 30, 2014	For Customers, the Only Time is NOW – NICE Brings 100% Real Time to the Contact Center
June 12, 2014	Education at Work to Deploy WorkFlex Intraday Automation Suite
April 22, 2014	Verint Impact 360 Speech Analytics Helps Shanghai Unicom
April 16, 2014	Kirwyn Adderley Named 2014 Workforce Management Professional of the Year Award
April 11, 2014	SWPP Announces Finalists for2014 Workforce Management Professional of the Year Award
April 14, 2014	Community Workforce Management to Showcase Mobile App at SWPP Annual Conference April 15-17, 2014
March 31, 2014	ContactCenterWorld.com, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday!
March 14, 2014	WorkFlex Solutions Raises $3 Million – WorkFlex Software Makes Call Centers More Efficient by Managing Staffing Demands in Real Time
January 29, 2014	Verint Recognized for Technology Leadership, Innovation and Focus on Customer Engagement
January 27, 2014	Teleopti workforce management solution interoperable with ShoreTel
January 16, 2014	Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG
January 15, 2014	Full Program for ICMI Contact Center Expo & Conference (May 6-9, 2014) Announced
January 13, 2014	2014 ICMI RESEARCH RELEASED: Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center
December 21, 2013	Verint Solutions Support Insurers in Pursuit of Improved Member Experiences in Association with the Affordable Care Act
December 19, 2013	2013 ICMI RESEARCH RELEASED: The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide
December 19, 2013	2013 ICMI RESEARCH RELEASED: Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide
December 17, 2013	Teleopti TEM strengthens its position in Russia and CIS
October 30, 2013	QATC Announces Publication of QATC Survey Report
October 17, 2013	WFMSG Debuts New Release of Workforce Management Software at Call Center Demo and Conference
October 4, 2013	Telenor Denmark invests in technology from Teleopti for both their contact center and retail stores
October 1, 2013	NIXXIS and Teleopti, partners in Workforce Management
September 24, 2013	Leading International Insurance Organization Furthers Investment in Verint Solutions with Implementation of Impact 360 for Back-Office Operations
September 9, 2013	Verint Partners with Badgeville to Power Customer-Centric WFO Gamification Solutions
September 6, 2013	David Påhlman new President of Teleopti North America
September 3, 2013	Teleopti Achieves a Microsoft Gold Application Development Competency
September 2, 2013	Verint Named Speech Analytics Winner in Speech Technology Magazine‘s 2013 Market Leader Awards
August 29, 2013	Community Workforce Management for Federal, State and Local Government Agencies
August 26, 2013	Cincom Executes Reseller Agreement with Workforce Management Software Group
August 26, 2013	Teleopti and Huawei receive order from Heilongjiang Telecom
August 13, 2013	Teleopti Expands into China’s E-Commerce Market with New Customer VIPShop
August 12, 2013	PlanMen, B.V. Announces New US Operations
August 9. 2013	Teleopti CCC is now rated “Avaya Compliant”
July 24, 2013	HP Autonomy Enhances Workforce Optimization Offering through Collaboration with Leading Workforce Management Provider
July 22, 2013	Teleopti’s workforce management solution now available in more than 30 languages
July 17, 2013	Verint Delivers Latest Business Impact Solution for High-Efficiency Performance Management
July 15, 2013	Huawei and Teleopti won order from Shandong Telecom
July 6, 2013	Teleopti Achieves 4 Star Service Desk Institute Certification
May 2, 2013	Community Workforce Management Now Integrated with Broadworks
April 9, 2013	Christina Bell of BCD Travel Named 2013 Workforce Management Professional of the Year Award
March 15, 2013	SWPP Announces Finalists for 2013 Workforce Management Professional of the Year Award
February 7, 2013	Pipkins Celebrates Thirty-Year Anniversary with Record-Breaking Sales
January 16, 2013	Workforce Management Software Group and Coordinated Systems Inc. Execute Partnership Agreement
September 24, 2012	Workforce Management Software Group to Preview Release 4.0 of Community workforce management at the Call Center Demo and Conference
August 24, 2012	Knowlagent’s Service Culture Drives Results for Local Non-Profit Organizations
July 30, 2012	Knowlagent’s RightTime Intraday Management Software Integrates with Workforce Management Software Group’s Community WFM Solution
May 11, 2012	Knowlagent survey finds workforce managers challenged by balancing service levels with off-phone activities
April 23, 2012	ShoreTel now integrated with Community Workforce Management Solution
April 9, 2012	SWPP Announces Winners in the 2011 Techniques and Turnarounds Contest
April 5, 2012	Robert Dobson Named 2012 Workforce Management Professional of the Year
March 5, 2012	2012 WFM Professional of the Year Finalists
January 30, 2012	Huawei and Teleopti Won China Mobile Southern Base Customer Service Operation Project
January 17, 2012	Pipkins Participates in 2012 Call Center Events