New partnership brings full suite of WEM solutions to trusted network
Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, announced that it has joined the globally recognized and trusted Amazon Web Services (AWS) Partner Network (APN). AWS partner programs are world-renowned for featuring vendor solutions that offer reliability, security, and operational excellence in cloud adoption and transformation. Through this partnership, Playvox will integrate its premium Playvox Workforce Management (WFM) and Quality Management (QM) solutions to AWS to deliver improved customer service, better agent experience, and optimized processes at the business level for organizations. This integration is part of Playvox’s mission to broaden its continued investment in serverless infrastructure to address its growing customers and audience needs at scale.
“Playvox continues its quest to support its existing and future clients in delivering excellent customer service and performance through its software solutions,” said Daniel Pagel, Chief Executive Officer, Playvox. “Collaborating with Amazon and joining its AWS elite partner program enables us to truly deliver on our promise and reach our goal of helping global organizations address their customer service issues and needs. With our complete WEM solution on AWS, we are helping them to optimize performance and reduce costs and friction, while increasing productivity and business outcomes.”
Neo Financial, one of the fastest-growing fintechs in North America, is based in Calgary, Canada. It needed support with its data mapping to support forecasting. Since the initial implementation of the Playvox/AWS Solution, it has seen a dramatic improvement, jumping from 25 percent to 80-90 percent within the first week.
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“Our business continues to grow and become more complex, which includes supporting multiple partners. Playvox has allowed us to centralize our Experience Team into one system, allowing for a more seamless transition between workstreams and partner brands,” said Cody Dafoe, Director, Performance Enablement, Neo Financial. “Stronger forecasting and distribution data has increased our schedule effectiveness, leading to a 20-30% increase in overall service level, reduced average speed of answer by 2-3 minutes, and increased employee engagement with more structured scheduling.”
Playvox Workforce Management is also available for purchase on the AWS Marketplace. The AWS Marketplace is a curated digital catalog that makes it easy to find, test, buy, and deploy third-party software.