#contactcenterworld

San Francisco, CA, USA, Aug 25, 2021 -- Dialpad Inc., a provider in AI-powered communication and collaboration, announced its partnership with Playvox to add advanced workforce engagement management (WEM) capabilities to Dialpad Contact Center. Through an OEM partnership with Playvox, a CRM-connected omnichannel contact center provider of workforce engagement solutions, Dialpad Contact Center now offers real-time agent forecasting, scheduling, and quality management as part of its existing suite of workforce engagement capabilities. The addition of Playvox WEM applications, consisting of workforce management, quality assurance, learning management, gamification, real-time performance tracking, and voice of the customer in one fully integrated suite, delivers the most comprehensive, AI-enabled WEM solution for contact center agents.

"Dialpad is thrilled to partner with Playvox, strengthening our CCaaS offering with its suite of WEM solutions. Technology investments that seamlessly integrate with Dialpad Contact Center to provide improved ROI and a better customer experience are critical to the day-to-day operations and long-term success of our valued customers," said Craig Walker, CEO, Dialpad. "Dialpad customers can now dramatically reduce agent staffing costs while increasing agent performance with the addition of Playvox WEM."

"Dialpad and Playvox share similar visions — to empower contact centers and agents to be their best and deliver the best customer experience — across all industries," said Louis Bucciarelli, CEO, Playvox. "With this partnership, we empower businesses with the workforce management and quality management capabilities needed to exceed customer expectations."

"In 2021, companies are focused on agent engagement and empowerment to address the challenges of an exceptionally competitive labor market and the requirement to support hybrid work," said Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics. "This partnership between Dialpad and Playvox supports a clear preference by new and existing customers to have a tight integration between their contact center and workforce engagement management solutions to meet these challenges."

"We looked at a variety of solutions to modernize our 150-seat contact center, with workforce management capabilities being a critical, required component. Moving to automated forecasting and scheduling from an older Excel-based process will streamline our capacity planning and reduce our staffing costs. Only the Dialpad + Playvox combination provided the powerful capabilities with a simple interface and self-administration that we were after." — Lance Schley, Director of Call Center Operation, Smart Autocare

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Thursday, August 26, 2021