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 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...
Read MoreSUNNYVALE, Calif., April 4, 2022 – Playvox, the leading CRM-connected omnichannel contact center provider of Workforce Engagement Management solutions, is launching its new Capacity Planner solution at the Society for Workforce Planning Professionals Annual Conference April 4-6 in Nashville, Tenn. The reimagined Capacity Planner moves long-term forecasting from a one-and-done annual burden, to a dynamic, integrated component of workforce management. This latest functionality seamlessly integrates with ongoing scheduling and supports visibility, long-term workforce budgeting and forecasting, and dynamic staff planning. Hiring shortages and the current business environment present contact center leaders with unique challenges. With the Capacity Planner, which is part of the Playvox Workforce Management solution, contact center leaders can: Create staffing scenarios to ensure they can meet demand and their budgets; Access projections based on historical data, actual and projected demand, and forecasted market shifts; Pinpoint contact center resource needs based on how shrinkage, leave and attrition projections will impact staffing and hiring; and Determine how and when to...
Read MoreNASHVILLE, TENNESSEE – April 4, 2022 – The Society of Workforce Planning Professionals (SWPP) has announced Jessie Cessna of Cigna as the winner of the 2022 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. “We are continually amazed by the quality of nominees for this award, and are so thrilled to recognize Jessie as this year’s winner,” said Vicki Herrell, Executive Director of SWPP. “Through her leadership and vision, she was able to achieve great results for her company and their customers in the workforce management arena.” The other finalists for the award include Kanchan Basu of Dish Network, Jeffrey Bretana of Navy Federal Credit Union, Steven Miles of TTEC, and Darrin Scholes of First Tech Federal Credit Union. The winner was announced at the 20th SWPP Annual Conference, which was held in Nashville, Tennessee, on April 4-6, 2022. Jessie Cessna is Resource Planning Director for Cigna...
Read MoreThe Enhanced Agentless Outbound Communication Tool Increases Response Rate for Proactive Customer & Prospect Outreach INDIANAPOLIS, October 7, 2021 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, released its new outbound tool, OmniOut, which provides agentless omnichannel outbound communications combined with AI-driven automation, to create personalized use cases with better response rates. Most people, 97%, reject or ignore phone calls from traditional outbound dialers. But 98% open an SMS in the first five minutes. With OmniOut, contact centers can now more intelligently sequence text messages, emails, and voice call back options to send appointment reminders, payment notices, deal promotions, and new prospect recruiting. And, its agentless capabilities use logical sequencing to create fully automated and consistent outreach on multiple channels so that agents can focus on pre-qualified interactions and customers can self-serve when it suits them, leading to a more efficient and effective experience. “People simply can’t be tricked into answering the phone anymore,” said Kevin...
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