Freshworks customers can access Playvox's
suite of AI-powered workforce engagement solutions to forecast
workloads and better manage their workforce
SUNNYVALE, Calif., April 23,
2024 /PRNewswire/ -- Playvox, the leading provider of
Workforce Engagement Management (WEM) solutions for digital-first
contact and support centers, officially announced its new Workforce
Management Software (WFM) integration to Freshworks Customer
Service Applications via an app on the Freshworks Marketplace. The
AI-powered app will help businesses better manage their agent
schedules in an omnichannel setup, forecast support workloads
across channels, and plan short-term schedules and long-term
resource requirements.
By integrating Playvox WEM with Freshworks' customer service
solutions, businesses can deliver a seamless experience to their
employees and fine-tune resourcing to effectively engage customers
on the channel of their choice, all by leveraging AI-driven and
automated solutions to manage operational efficiency.
"The partnership between Playvox and Freshworks will help us to
continue to deliver intuitive, scalable, and cost- effective
solutions to customers looking to better manage their workforce,"
said Daniel Pagel, Chief Executive
Officer, Playvox. "We offer best-of-breed, seamless integrated WFM
and CX software solutions for businesses to smartly manage their
workforce while improving customer experience."
With the Playvox integration with Freshworks Customer Service
Suite, businesses will now be able to:
- Forecast: Leverage AI to forecast agent workloads across
channels
- Plan: Carry out capacity planning to smartly manage
short-term schedules during spikes in demand for support and
understand long-term resource planning
- Auto manage workforce: Smart scheduling allows the
system to automatically assign agents to shifts and manage staff
changes based on incoming workloads
- Report: Drill-down into real-time data with the help of
AI to derive insights into key measures and measure workforce
performance, experience, and engagement
"The integration with Playvox helps Freshworks' customers
forecast, plan, and manage their workforce schedules more
effectively and helps their employees create better experiences for
their customers. Freshworks' products are designed to help
businesses deliver a better customer experience while enhancing
agent productivity, and this integration furthers that cause," said
Prakash Ramamurthy, Chief Product
Officer at Freshworks.
"With the integration between Freshworks and Playvox, our WFM
system has made it seamless to pass information required to support
real-time adherence, scheduling, and forecasting. This allowed us
to replace our legacy method of extracting data manually every day,
which is helping us save time and effort by our WFM team." said
George Dimopoulos, Senior Analyst at
British Columbia Lottery Corporation, an organization that
currently benefits from the app.
"Having an app on the Freshworks Marketplace helped us do away
with developing our own app, saving time, resources and budget,"
said Jared Givens, Manager, CSC Operational Support at British
Columbia Lottery Corporation. "It was easy to set up and get
running. We are already seeing efficiencies associated with
workplace management and planning."
To learn more about the Freshworks and Playvox integration,
please visit Freshworks with Playvox WFM.
About Freshworks Marketplace
Freshworks Marketplace is a fully-integrated customer engagement
partner ecosystem. It enables companies and developers to easily
build and offer apps that integrate with the range of Freshworks
customer and employee service solutions. Launched in 2018, the
Marketplace consists of more than 400 partners spread across 40
countries who resell, customize, and implement solutions and
support customers worldwide. Freshworks Marketplace features over
1000 apps developed by ISVs (Independent Software Vendors) and SIs
(Systems Integrators).
About Freshworks Inc.
Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business
software anyone can use. Purpose-built for IT, customer support,
and sales and marketing teams, our products are designed to let
everyone work more efficiently and deliver more value for immediate
business impact. Headquartered in San
Mateo, California, Freshworks operates around the world to
serve more than 67,000 customers, including American Express, Blue
Nile, Bridgestone, Databricks, Fila, and OfficeMax. For the
freshest company news, visit www.freshworks.com and follow us on
Facebook, LinkedIn, and X.
About Playvox
Playvox's powerfully simple Workforce Engagement Management
solutions transform customer care. We understand that exceptional
employee engagement produces extraordinary customer experiences,
and we love creating solutions that help our customers unlock the
full potential in every employee and every interaction. Playvox
powers the world's fastest-growing brands and proudly serves
expanding digital experience pioneers such as Noom, NuBank, Stitch
Fix, and Twitter. Our agent-empowering suite of scheduling,
performance, learning, quality feedback and gamification lives
seamlessly in the modern support operations ecosystem with
platforms like Salesforce, Amazon Connect, Slack, Kustomer, and
Zendesk. Learn more:
Web: https://www.playvox.com
Blog: https://www.playvox.com/blog/
Twitter: @playvoxcx
LinkedIn: https://www.linkedin.com/company/playvox/
Facebook: https://www.facebook.com/playvox
Media Contact:
media@playvox.com
View original content to download
multimedia:https://www.prnewswire.com/news-releases/playvox-brings-new-integrated-workforce-management-solutions-to-freshworks-customer-service-applications-302124348.html
SOURCE Playvox