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News : Playvox Announces the Acquisition of Agyle Time and New Funding From Five Elms Capital

#contactcenterworld, @playvox

Sunnyvale, CA, USA, Jan. 27, 2021 -- Playvox, a CRM-connected omnichannel contact center provider of agent optimization solutions, announced a funding round from Five Elms Capital and the acquisition of Agyle Time, a provider of cloud-native, digital-first workforce management (WFM) software for contact centers.

"The rapid growth we experienced last year coupled with our ability to maintain consistently high customer satisfaction validates our vision and product/market fit," shared Oscar Giraldo, founder and CEO of Playvox. "We enter 2021 bolstered by strong momentum from new funding and a strategic acquisition. This positions us for continued growth."

"Playvox has been instrumental to us quickly implementing an agent-centric approach to customer service quality that improves how we interact with and meet customer expectations," said Felipe Mendonça, Customer Experience Process Supervisor at Nubank, the largest Fintech in Latin America. "This funding round strengthens Playvox's unique culture of partnering with customers to deliver innovative, human-centered solutions."

"The pandemic accelerated the digital transformation in contact centers. Workforce Optimization applications, which include omnichannel recording, quality management (QM), workforce management, speech/text analytics, analytics-enabled QM and other applications to optimize and engage employees and customers are essential for contact centers. Contact centers need to apply these solutions to digital and self-service channels, just as they have to voice interactions, if they want to deliver an outstanding customer experience consistently," noted Donna Fluss, President of DMG Consulting.

Five Elms Capital led the recent funding round reflecting the firm's confidence in Playvox's ability to execute on its vision of becoming the leader in the cloud-native, digital-first workforce optimization (WFO) market.

"We are thrilled to continue supporting the Playvox team in its mission to provide innovative, cloud-based solutions to its global base of enterprise contact center customers," said Ryan Mandl, Managing Director at Five Elms Capital. "Playvox continues to deliver extraordinary products, add renowned brands to its customer base, and attract exceptional executives because of its company values and culture. We are excited to partner with the Agyle Time team, and believe the combination cements Playvox as the leading cloud provider of workforce optimization solutions for the modern contact center."

"Playvox's Quality Management System (QMS) is a key building block for our global operations. The collaborative nature of their team and willingness to understand and address specific needs are core assets to our relationship, and one of the primary reasons we picked Playvox's QMS," said Ori Dugary, Senior Director, Service Operations at Twitter. "We are excited to explore Agyle Time as part of the Playvox solutions. Agyle Time enables a more holistic view of operations. It has the potential for just-in-time insights as well as resource forecasting capabilities that can make a significant impact on our operations."

"Agyle Time fills a critical need in contact centers to efficiently schedule the right skills across all engagement channels to provide exceptional customer experiences with a quickly deployable cloud-native, digital-first workforce management (WFM) solution," said Seb Wortley, CEO and co-founder at Agyle Time. "Joining Playvox was a strategic decision because it enables us to expand our solution and grow with a partner that shares our values, culture, and vision."

"2020 was a great year highlighted by our Agyle Time and Trainbox acquisitions and continued support by Five Elms Capital," added Giraldo. "With this cash infusion, Playvox will expand the expertise within all functions of our operations, including product development, engineering, sales, customer success, and marketing, to accelerate go-to-market activities in the global workforce optimization market."

#contactcenterworld, @playvox

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


About PlayVox:
Company LogoPlayVox's mission is to make call centers a better place to work. End the use of spreadsheets to manage your workforce. We have new approaches and tools to empower call center agents to be more productive and engaged. We give team managers and executives super power capabilities to manage their workforce by taking applying holistic and new capabilities to your existing practices. Ten applications on one, cost-effective and cloud-based platform.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

Read today's tip or listen to it on podcast.

Published: Thursday, January 28, 2021

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2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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