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...
Read MorePlayvox’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 of this award and look forward to continuing to innovate on behalf of our customers.” The...
Read MoreNew 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...
Read MoreCustomers 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 Louis Bucciarelli, CEO of...
Read MoreMELVILLE, N.Y. , July 7, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced it has received top scores and is a leader in the Ventana Research Agent Management Value Index 2022 report.* In this Value Index, Ventana Research evaluates the software in seven key categories that are weighted to reflect buyers’ needs based on the firm’s expertise and research. Five categories are product-experience related: Usability, Manageability, Reliability, Capability and Adaptability. In addition, Ventana Research considered two customer experience categories: Vendor Validation, and Total Cost of Ownership (TCO) and Return on Investment (ROI). The research examines how agent management tools have changed and it assesses the vendors’ ability and willingness to expand the functionality. The firm considered how vendors are integrating agent tools with a broader group of applications across the enterprise and examined the ways they develop agent user experiences and how employees engage while they work. The research also noted the clarity of the vendor’s roadmap...
Read MoreSUNNYVALE, Calif., June 13, 2022 — TrustRadius recognized Playvox with a 2022 Top Rated Award in the Call Center Workforce Optimization and the Workforce Management categories. This is the second consecutive year the company has been named the category leader for Workforce Optimization. Playvox earned a trScore of 9 out of 10 based on nearly 245 customer reviews. TrustRadius calculates scores based on verified ratings and a weighted average of user reviews. “Year after year, our customers continue to recognize Playvox’s leadership in the Workforce Management category. This inspires me and the team to better understand our customers, to create innovative solutions and to exceed client expectations,” said Louis Bucciarelli, Playvox chief executive officer. “The digital contact center is a fast-growing segment, and Playvox has quickly established our leadership position for a cloud-native Workforce Engagement Management solution in this market.” Verified reviewers cited Playvox for helping customers achieve specific returns such as, “Our CSAT improved between 6%-10% across the board...
Read MoreAs global economic situations become increasingly uncertain, many companies turn to their contact centers to ensure they have their workforce optimized for efficiency. It can be challenging to know when to adjust operations to be flexible while still aiming to maintain continuity. This ebook can offer some insights into that evaluation process. Here is the link to the landing page where readers can download the eBook: https://www.playvox.com/ebooks/workforce-management-essentials-for-the-modern-contact-center/
Read MoreVerint Cloud Platform Leverages AI, Analytics and Automation to Orchestrate Enterprise Resources for Improved Capacity, Flexibility and Agility Engage 2022, ORLANDO, Fla., June 14, 2022 — Customer engagement success is predicated on organizations embracing a channel-less mentality and a One Workforce approach to orchestrate the entire customer engagement workforce – both humans and bots – across the contact center, back office and branch. This is the vision set forward by Dan Bodner, CEO of Verint® (Nasdaq: VRNT), The Customer Engagement Company™, which powers 85 percent of the Fortune 100 and thousands of brands worldwide, at its Engage 2022 customer conference that kicked off this morning. “You no longer need to organize your workforce by channels and dedicate teams to individual channels, something that can create organizational silos, pockets of inefficiency and limit customer journey flexibility,” said Bodner. “A One Workforce approach offers the ability to orchestrate the workforce as one large pool of resources, to allocate the right work to the...
Read MoreSUNNYVALE, Calif., May 24, 2022 – Playvox, the leading omnichannel contact center provider of Workforce Engagement Management solutions, announced today that Michelle Randall Burrows, contact center industry veteran, has joined the company as chief marketing officer (CMO). “As Playvox scales to new heights, Michelle brings her expertise and drive to accelerate our growth in the coming years,” said Louis Bucciarelli, Playvox chief executive officer. “She’s known for putting customers and team members first, which makes her a natural leadership fit. Plus, Michelle’s impressive track record with SaaS enterprise solutions and her deep marketing expertise will ensure Playvox continues to be the Workforce Engagement Management solution of choice for contact centers worldwide.” Before joining Playvox, Randall Burrows was the CMO of Splashtop, a remote access and help desk solution, and of Procare, a childcare management solution. She also served as the CMO of Serenova, now called Lifesize, the cloud-based call center technology with built-in video conferencing. Prior to that, she was...
Read MoreMELVILLE, N.Y. April 26, 2022 Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it has received top scores in multiple customer satisfaction categories according to DMG Consulting LLC’s 2022/2023 Workforce Management for the Enterprise Report*—including a perfect 5.0 out of 5.0 in the Overall Vendor Satisfaction category for the fourth consecutive year. The latest report provides an in-depth analysis of the workforce management (WFM) market, its competitive landscape, vendors, product suites, technology and innovation. The report also explores back-office and branch WFM applications and enterprise market opportunities. In consideration of current events – the Great Resignation, historically low unemployment rates in the U.S. and post-pandemic impacts – the report provides insightful analysis of the business, market and technology trends and challenges confronting contact centers. For the fourth consecutive year, customers gave Verint a perfect score (5.0 out of 5.0) in overall vendor satisfaction. The company also received the top score or tied for the top score in nine...
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