Sold by: PlayvoxÂ
Built from the ground up for digital-first, omnichannel contact centers and supports the workflows required today.
Intelligently forecast, schedule, and monitor your workforce without the need of specialized resources or data analysts.
Overview
We understand that customer interactions are often complex, requiring multiple steps and/or staff outside of customer service to solve particular issues. Playvox WFM enables you to plan, forecast, and schedule agents for multi-step interactions with AI-powered foresight, helping you keep your budget on track. Elevate employee engagement and agent scheduling by supporting shift swaps within the team, as well as time off requests. Give agents access to real-time data so they have a clear understanding about their performance metrics, and where they need to adjust to provide exceptional experiences. With Playvox, you can step away using a system built for a phone world that is increasingly disappearing and leverage a WFM solution designed for the complex and omnichannel world of today.
Highlights
- Automate forecasting and scheduling efforts that are done in spreadsheets or other subpar system
- Real-time data and self-adjusting/self-learning AI lets you continuously improve forecast accuracy, so you only schedule the staff needed
- Get a real-time view of planned vs actual for every location and work type to communicate with your customers on the channels they prefer
Details
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
WFM Subscription | User Software License | $432.00 |
Vendor refund policy
No Refund Policy
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
Ready to use Playvox's powerfully simple Workforce Engagement Management solutions? Let's transform your customer teams today.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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In Healthcare & Life Sciences, Contact Center, Financial Services
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Workforce Forecasting
AI-powered forecasting and scheduling system with self-learning capabilities for multi-step interactions
Omnichannel Support
Designed for digital-first contact centers supporting multiple communication channels and complex customer interactions
Performance Monitoring
Real-time data visualization of agent performance metrics with continuous improvement mechanisms
Scheduling Flexibility
Supports dynamic shift swaps, time off requests, and adaptive workforce management workflows
Predictive Analytics
Intelligent system that enables automated forecasting with AI-driven accuracy and resource optimization
Workforce Management
Advanced scheduling and resource allocation system with dynamic employee engagement capabilities
Multichannel Analytics
AI-driven analytics platform for performance trends, customer behavior, and sentiment analysis
Quality Management
Automated interaction recording, evaluation, and reporting system for performance monitoring
Speech Analytics
Sophisticated speech recognition technology for extracting insights from customer interactions
Contact Center Intelligence
Machine learning-powered system for transforming customer interaction data into actionable business intelligence
AI-Powered Customer Service
Advanced AI engine trained on large customer experience dataset for intelligent service automation
Omnichannel Routing
Seamless cross-channel routing and journey orchestration with AI-powered guidance across self-service and agent interactions
Cloud Native Platform
Enterprise-grade open cloud foundation supporting global scalability, rapid deployment, and secure service delivery
Intelligent Self-Service
AI conversational bots and proactive outreach capabilities for automated customer interaction resolution
Performance Analytics
Real-time guidance and comprehensive operational visibility for continuous customer experience improvement
Standard contract
No
No
Customer reviews
0 ratings
0 AWS reviews
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3 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Consumer Services
A tool for team work management
Reviewed on Dec 05, 2023
Review provided by G2
What do you like best about the product?
What stands out about Playvox WFM is its comprehensive capability for team work management. Its focus on agent scheduling, real-time monitoring, and performance management allows for efficient coordination and optimized performance. The tool provides visibility and control, enhancing productivity and decision-making. The generation of detailed reports provides valuable insights for continuous improvement. The seamless integration of these functions into a centralized platform simplifies collaboration and optimizes team efficiency, making Playvox WFM a comprehensive solution for workforce management.
What do you dislike about the product?
Playvox WFM can be a bit complicated at first and take time to understand well. Setting it up can also be a bit difficult. Additionally, some more advanced features are only available in the paid version, which might not be ideal if you have a tight budget.
What problems is the product solving and how is that benefiting you?
Playvox WFM has solved several problems in workforce management. It has improved efficiency by allowing for more precise task and schedule allocation, avoiding conflicts and reducing downtime. Additionally, the real-time monitoring capability has enhanced visibility of team performance, facilitating immediate adjustments. The generation of detailed reports provides valuable insights to optimize resources and improve productivity.
Bruno M.
WFM the solution to my problems.
Reviewed on Dec 02, 2022
Review provided by G2
What do you like best about the product?
The generation of scale and the report views. Where there is an ease for the teams that work daily with the tool. The facilitated visibility is also something that has greatly helped.
What do you dislike about the product?
The Planner needs a very important evolution, as the detailing of the results of the constructed scenarios is still very shallow. When there are deviations during the day, it becomes difficult to make the behaviors vs. the planned tangible.
What problems is the product solving and how is that benefiting you?
The productive hours of my teams were very low, the consultants made excuses because we didn't have good controls. After the implementation, we managed to reach our set goal.
Gabriel M.
An opinion about Playvox's Agyle Time Workforce Management
Reviewed on Sep 01, 2021
Review provided by G2
What do you like best about the product?
The Knowledge Base; Karma Store, which is a very interesting tool for rewards based on work performance; The Quality tab is also very important to us and I make a lot of use of it.
What do you dislike about the product?
Sometimes the platform shows instability, it crashes a lot in some parts like in Quality management and review of our monitoring.
What problems is the product solving and how is that benefiting you?
I clear up many, many doubts through Playvox. It is a fundamental tool for providing service with quality and speed.