Dialpad Partners with Playvox to Expand Workforce Management

Dialpad is partnering with Playvox to add advanced workforce engagement management (WEM) capabilities to Dialpad Contact Center.

Through the partnership, Dialpad Contact Center now offers real-time agent forecasting, scheduling, and quality management as part of its suite of workforce engagement capabilities. The full suite of Playvox WEM applications includes workforce management, quality assurance, learning management, gamification, real-time performance tracking, and voice of the customer.

"Dialpad is thrilled to partner with Playvox, strengthening our CCaaS offering with its suite of WEM solutions. Technology investments that seamlessly integrate with Dialpad Contact Center to provide improved ROI and a better customer experience are critical to the day-to-day operations and long-term success of our valued customers," said Craig Walker, CEO of Dialpad, in a statement. "Dialpad customers can now dramatically reduce agent staffing costs while increasing agent performance with the addition of Playvox WEM."

"Dialpad and Playvox share similar visions to empower contact centers and agents to be their best and deliver the best customer experience across all industries," said Louis Bucciarelli, CEO of Playvox, in a statement. "With this partnership, we empower businesses with the workforce management and quality management capabilities needed to exceed customer expectations."

"We looked at a variety of solutions to modernize our 150-seat contact center, with workforce management capabilities being a critical, required component. Moving to automated forecasting and scheduling from an older Excel-based process will streamline our capacity planning and reduce our staffing costs. Only the Dialpad and Playvox combination provided the powerful capabilities with a simple interface and self-administration that we were after," said Lance Schley, director of call center operation at Smart Autocare, in a statement.