Playvox Launches Workforce Engagement Software for Salesforce Contact Center

Customer Service

Workforce engagement company Playvox launched a global collaboration with Salesforce. The companies said the arrangement will help Salesforce Service Cloud customers better manage, among other things, forecasting, scheduling, adherence and capacity planning within Salesforce Contact Center. Users will also be able to make real-time changes based on Playvox’s AI data.

The launch makes Playvox’s suite of workforce engagement offerings available, including their quality management and coaching products, available to Salesforce customers. The Playvox solutions will be available on the Salesforce AppExchange.

With the launch, Playvox’s entire workforce engagement suite, including quality management and coaching, becomes available to Salesforce customers.

Workforce Engagement Management

Founded in 2012, Playvox aims to create solutions to help customers “unlock the full potential in every employee and every interaction.” The company says its products provide simple workforce engagement-management solutions to ultimately help organizations with their customer experiences. CEO Louis Bucciarelli said the integration will “provide real-time visibility and insights that enable brands to operationalize efficiency at scale and deliver better customer experiences.”

According to TechTarget, Playvox’s workforce engagement management platform offers a suite of standard workforce optimization tools, including scheduling features, shift-swap capabilities and dashboards on which to view KPIs and create reports.”

The point of all this is to improve customer service by providing better tools, and the ability to use them, to a business’s frontline staff,

In November, Playvox expanded its Workforce Management Capacity Planner solution to allow customers to prepare long term forecasts with regards to staffing and business expenses. The expansion will also help organizations find solutions for issues related to labor shortages, business scaling and rising costs, Salesforce said at the time.

Image: Canva

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