Playvox announced its global collaboration with Salesforce through the launch of Workforce engagement solutions created for Salesforce contact centers across the world. With the help of this solution, the customers of Salesforce Service Cloud would be able to manage different requirements in their contact centers, including forecasting, scheduling, adherence, and capacity planning. With the help of AI insights from Playvox, the new Workforce Engagement solution would be able to suggest and help users make changes in real time and take appropriate decisions. It would be providing real-time visibility, which would be instrumental in improving the entire customer experience for the end-users of these contact centers.
Currently, the contact center industry is undergoing a major transformation in terms of digital customer experience. The current scenario of the communication industry demands a unified platform that will bring the consumer-first ideology through digital transformation processes, which is what is aimed through Playvox and Salesforce’s collaboration.
With the help of the new package of WEM solutions, contact center managers would be able to overcome challenges such as agent attrition and low productivity, by providing a more engaging and motivating work environment for their agents. These solutions are designed to integrate seamlessly with Salesforce’s existing contact center solutions, enabling managers to access a wide range of features directly from the Salesforce platform.
One of the key features of the new solutions is the real-time analytics dashboard, which provides managers with detailed insights into agent performance, as well as team and campaign metrics. This information can be used to identify areas of improvement and track progress toward key performance indicators. Another important aspect of the new solutions is the gamification features, which aim to make work more fun and engaging for agents. Agents can earn points and rewards for meeting performance targets and compete to climb up leaderboards. This helps to create a sense of healthy competition and incentivize employees to work more effectively.
According to Ryan Nichols, SVP and GM of Contact Center Salesforce, “With the help of this strategic alliance between Playvox and Salesforce Service Cloud, the Contact Center organizations can aim at achieving the service effectiveness in a matter of hours which is required at the moment when the entire contact center industry is focusing on customer-centric policies.”
Playvox is a customer service software company that has a stronghold in gamification solutions for business organizations. Their software is designed to help contact center managers improve agent performance, reduce agent attrition, and enhance customer experience.
Salesforce is one of the leaders in the customer relationship management industry that provides cloud-based software solutions for businesses. Salesforce’s CRM platform includes a range of features such as lead management, opportunity management, analytics, and marketing automation. The company also offers a range of cloud-based software products, such as the Salesforce Service Cloud, designed specifically for customer service and support.
Author: Abhinav Das, Analyst, Quadrant Knowledge Solutions.