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...
Read MoreNASHVILLE, 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...
Read MoreNew 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 Coffee, and leading data platform MongoDB. These customers selected Playvox’s WEM solution to increase productivity, efficiency, streamline costs and drive growth. New and Expanded Products Playvox introduced several new...
Read MoreNASHVILLE, 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...
Read MoreNASHVILLE, 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...
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