Playvox, a leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, has joined the Amazon Web Services (AWS) Partner Network (APN). AWS partner programs are renowned for featuring solutions that offer reliability, security, and operational excellence in cloud adoption and transformation. Through this partnership, Playvox will integrate its premium Workforce Management (WFM) and Quality Management (QM) solutions with AWS to enhance customer service, agent experience, and business processes.
- Enhanced Customer Service and Agent Experience
- Integration with AWS: Playvox’s WFM and QM solutions will leverage AWS’s robust infrastructure to deliver superior performance and reliability.
- Improved Processes: The integration aims to optimize business processes, reduce costs, and enhance productivity and outcomes for organizations.
- Commitment to Serverless Infrastructure
- Investment in Scalability: Playvox’s integration with AWS is part of its mission to invest in serverless infrastructure, addressing the growing needs of its customers at scale.
- Enhanced Operational Excellence: By utilizing AWS’s advanced cloud services, Playvox ensures enhanced security and operational excellence for its users.
- Real-World Impact
- Case Study: Neo Financial: Neo Financial, a fast-growing fintech company in North America, has seen significant improvements since implementing the Playvox/AWS solution.
- Data Mapping for Forecasting: Neo Financial improved its forecasting accuracy from 25% to 80-90% within the first week.
- Centralized Experience Team: The integration allowed for seamless transitions between workstreams and partner brands.
- Improved Metrics: The company experienced a 20-30% increase in service levels, reduced average speed of answer by 2-3 minutes, and enhanced employee engagement through structured scheduling.
- Case Study: Neo Financial: Neo Financial, a fast-growing fintech company in North America, has seen significant improvements since implementing the Playvox/AWS solution.
- Daniel Pagel, Chief Executive Officer, Playvox: “Playvox continues its quest to support its existing and future clients in delivering excellent customer service and performance through its software solutions. 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.”
- Cody Dafoe, Director of Performance Enablement, Neo Financial: “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. 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’s partnership with AWS marks a significant step in enhancing Workforce Engagement Management solutions for digital-first contact and support centers. By integrating with AWS, Playvox aims to provide a more reliable, secure, and efficient service, helping organizations improve customer service, agent experience, and business outcomes.
