Sunnyvale, CA, USA, June, 2021 -- Playvox, a CRM-connected omnichannel contact center provider of workforce engagement solutions, announced that SeatGeek, Inc., a mobile-focused ticket platform, has partnered with Playvox to implement workforce management within their CX team.
As SeatGeek expands its market share and geographic coverage, year-over-year contact volume increased proportionally. It became clear that long-range and intra-day forecasting and staff scheduling capabilities needed to be strengthened before they became a challenge impacting growth. Compounding that was a need for greater visibility into coverage gaps and schedule updates during the day as volumes shifted across channels. To continue meeting channel-specific SLAs, current processes and technologies were assessed and opportunities identified where efficiencies and reliability could be increased to meet the confidence needed in scheduling.
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"Life with Playvox is more organized and less stressful," shared Kayla Roden, Manager of CX Operations at SeatGeek.
"Life with Playvox is more organized and less stressful," shared Kayla Roden, Manager of CX Operations at SeatGeek. "We ultimately chose Playvox Workforce Management because it was by far the most robust and customizable tool out of all the options we reviewed. It was a pretty easy decision for us."
After evaluating eight different workforce management vendors, SeatGeek selected Playvox for its ability to accurately and automatically forecast volumes and coverage based on configurable SLAs for each service channel and queue.
"Playvox quickly and easily helped SeatGeek develop reliable forecasts which enabled them to employ a variety of staffing models," said Oscar Giraldo, CEO and Founder, Playvox. "We're empowering customers with greater visibility into all aspects of their contact center employees to deliver the best experience for agents and customers."
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: Tuesday, June 29, 2021
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Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
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Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.
It has everything you need to deliver superior customer and employee experience.
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CCaaS, SIP Trunking, SD WAN, Interconnectivity
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Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
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