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 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 product innovations to support its growing customer portfolio, including Customer AI, which analyzes millions of customer interactions and detects issues sooner to prioritize the right fixes faster; AutoQA, which transforms Quality Assurance (QA) with the power of AI; and an enhanced Workforce Management (WFM) Capacity Planner solution, dedicated to helping managing employees more effectively.
Playvox also recently announced new Workforce Engagement Solutions for Salesforce Contact Center. Salesforce Service Cloud customers can now better manage forecasting more efficiently, scheduling, adherence, capacity planning and long-term scheduling within the Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. The Salesforce partnership sets the stage for a new phase of growth for Playvox as the company creates unique and valuable solutions for customers in this ecosystem.
Expanded Leadership Team
Playvox expanded its executive leadership , adding Michelle Randall as Chief Marketing Officer and Andrew Kaufman as Chief Financial Officer. To reflect the growth and trajectory of the organization, Playvox also announced several senior level promotions, including Chuck Krogman to SVP, Global Sales, Ismaily Piedra to SVP, People & Culture, Cheyne Wagner to Chief Technology Officer, Alex Bullen to Chief Product Officer, and Emily Gray to Chief Customer Officer.
Continued Industry Recognition
Playvox’s customer advocacy remains strong. Its Quality Assurance solution was recognized as a G2 Grid Report leader for the ninth consecutive quarter. The Playvox solution received 26 badges and ranked number one in eight Contact Center Quality Assurance Reports. Trust Radius also recognized Playvox with Top Rated Awards in the Call Center Workforce Optimization and Workforce Management categories. It was the second consecutive year Playvox was named the category leader for Workforce Optimization.
TMC also named Playvox’s Capacity Planner as a 2023 CUSTOMER Product of the Year Award winner. TMC recognized the product for advancing the call center, CRM, and teleservices industries and enabling clients to meet and exceed the expectations of their customers.
“Playvox remains laser-focused on serving our diverse portfolio of customers with solutions that enhance agent and customer experience,” said Louis Bucciarelli, Chief Executive Officer of Playvox. “Playvox’s values, such as ‘be a good human,’ are at the core of our high-performance culture that celebrates diversity, authenticity, and autonomy. Our entire organization has made great strides in product excellence and innovation, partnerships, and new and expanded customer relationships. The commitment, not just to Playvox, but to the industry, makes me proud.”
Playvox’s powerfully simple Workforce Engagement Management solutions transform customer care. We understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating solutions that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world’s fastest-growing brands and proudly serves expanding digital experience pioneers such as Noom, NuBank, Stitch Fix, and Twitter. Our agent-empowering suite of scheduling, performance, learning, quality feedback and gamification lives seamlessly in the modern support operations ecosystem with platforms like Salesforce, Amazon Connect, Slack, Kustomer and Zendesk. Learn more: