WysywigTabs

When trying to do more with less, it’s critical to choose a solution that will drive efficient workforce processes and help reduce costs. With Dialpad + Playvox, your Contact Center can seamlessly sync Agent productivity and scheduling in one unified solution.

Playvox WFM was built for the omnichannel contact centers of today. Playvox WFM moves at the speed of your business, elevating capacity planning from a one-and-done silo to an integrated, dynamic solution, driving increased efficiency and accuracy. Real-time data and self-adjusting/self-learning AI lets you continuously improve forecast accuracy, so you only schedule the staff needed. Get a real-time view of planned vs actual for every location and work type to communicate with your customers on the channels they prefer.

Key Features:

• Forecasting
  Uses AI and real-time data from Dialpad to automatically generate forecasts, and self-adjust accuracy.

• Agent Scheduling
  Takes into account your KPIs, forecasts, business requirements, and goals to fully automate the most efficient agent schedule for your needs.

• AI-Powered Intraday Management
  Use real time interaction data from phone, chat, social and ticketing platforms to monitor adherence and occupancy throughout the day, making on-the-fly adjustments.

• Reporting & Analysis
  Dashboards and reports help you perform agent-level tracking, optimizing performance and agent engagement.

• Mobile Access
  Agent self-service for leave requests, work availability, timesheets, and shift swaps. You spend less time on administration with optional rule-based approvals.

• Call Events
  Triggered in close to real time, as calls are processed by Dialpad. Events are used to track real-time performance, for use in forecasting and analytics.

A guided setup is administered within the Playvox application.