Sunnyvale, CA, USA, Sept. 19, 2022 -- Playvox, a provider of workforce engagement management (WEM) solutions for the digital-first and CRM-centric contact center, announced AutoQA. The new AI-based SaaS product, which improves the efficiency of Quality Assurance (QA) efforts, is the result of Playvox's acquisition of Prodsight and its integration into the Playvox Quality Management platform.
Playvox has an ambitious plan to roll out a comprehensive approach to quality automation that includes automatic topic identification, compliance score generation, and ultimately, direct automated scoring into a customer's existing form.
Currently, many customer service and support organizations can only manually analyze a small percentage of customer interactions. While reviewing 2-5% of interactions may help organizations understand critical issues, it leaves many companies to question what they are missing and how they can drive more insight and efficiency from their quality management process. It also may cause agents unneeded stress about whether their managers have a limited view of their performance and miss the amazing work they're doing for customers most of the time.
Playvox will release AutoQA in phases, beginning with sentiment scoring across 100% of customer support interactions, conveniently accessible from within the Playvox Quality Management solution.
"Almost two decades into the application of analytics to illuminate and automate the world of QA, confusion persists, and AI insights remain the exclusive possession of the largest few," said Kristyn Emenecker, Chief Product & Strategy Officer, Playvox. "Our commitment is to bring the powerful lens of AI to the hard-working QA analysts supporting customer service teams of all sizes. AutoQA is our latest example of an agent-empowering solution for delivering exceptional customer experiences. The out-of-the-box, AI-powered SaaS solution lets operations executives and quality managers spend less time figuring out where there might be quality problems and focus more resources on fixing issues."
Posted by Veronica Silva Cusi, news correspondent
Playvox's workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Welcome to the digital era of WEM
Published: Wednesday, September 21, 2022
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