SAN FRANCISCO — August 25, 2021 — Dialpad Inc., the industry leader in AI-powered communication and collaboration, today announced its partnership with Playvox to add advanced workforce engagement management (WEM) capabilities to Dialpad Contact Center. Through an OEM partnership with Playvox, the leading CRM-connected omnichannel contact center provider of workforce engagement solutions, Dialpad Contact Center now offers real-time agent forecasting, scheduling, and quality management as part of its existing suite of workforce engagement capabilities. The addition of Playvox WEM applications, consisting of workforce management, quality assurance, learning management, gamification, real-time performance tracking, and voice of the customer in one fully integrated suite, delivers the most comprehensive, AI-enabled WEM solution for contact center agents.
“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, Dialpad. “Dialpad customers can now dramatically reduce agent staffing costs while increasing agent performance with the addition of Playvox WEM.”
With today’s growing emphasis on differentiation in the new experience economy, agent enablement, empowerment and satisfaction are key drivers of success. In modern contact centers, the scheduling, forecasting, management and analysis of agent workforces reduces costs through optimal staffing levels and ensures the right agents are available at the right times to serve customers. Dialpad is partnering with Playvox to add workforce forecasting and scheduling along with Playvox Quality Management for quality assurance to its award-winning Dialpad Contact Center solution to increase agent performance, effectiveness and efficiency. Automating the forecasting, scheduling, motivation, training and quality tracking of agents with Playvox optimizes contact center performance and improves the agent experience which drives customer experience.
“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, Playvox. “With this partnership, we empower businesses with the workforce management and quality management capabilities needed to exceed customer expectations.”
The Playvox suite of cloud-native applications empowers contact center agents, workforce managers, quality analysts, team leaders and management with the tools and real-time intelligence needed to create healthy work environments that result in superior customer experience. Dialpad easily integrates Playvox WEM capabilities through an open API platform, which offers more than 70 integration options for customers, including Salesforce, ServiceNow and Zendesk. The Dialpad cloud-native communications platform is the one place for a truly unified Communications as a Service (TruCaaS) experience. With a TruCaaS solution delivered through a single pane of glass with an intuitive interface, and customer engagement all on one unified, cohesive platform with AI at its core, Dialpad helps customers simplify business communications and collaboration. With just one app to tap, the Dialpad-Playvox partnership solidifies Dialpad’s position as the only, single solution for both CCaaS and UCaaS needs.
“In 2021, companies are focused on agent engagement and empowerment to address the challenges of an exceptionally competitive labor market and the requirement to support hybrid work,” said Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics. “This partnership between Dialpad and Playvox supports a clear preference by new and existing customers to have a tight integration between their contact center and workforce engagement management solutions to meet these challenges.”
“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 + Playvox combination provided the powerful capabilities with a simple interface and self-administration that we were after.” — Lance Schley, Director of Call Center Operation, Smart Autocare
About Dialpad
Dialpad is the leading cloud communications platform for talk, messaging, meetings and contact center in one beautiful app. Dialpad’s platform delivers AI across every employee and customer experience through real-time transcriptions, live agent coaching and sentiment analysis. More than 73,000 of the world’s most innovative businesses, including Domo, Motorola Solutions, Netflix, Splunk, Stripe, T-Mobile, Twitter, Uber and WeWork use Dialpad to connect and collaborate. Dialpad is backed by the world’s leading investors including Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, OMERS Growth Equity, Salesforce Ventures, Scale Ventures, Section 32, SoftBank Corp., T-Mobile Ventures and Work-Bench. Visit www.dialpad.com for more information and to request a demo.
About Playvox
Playvox’s powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools 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 DX pioneers such as Noom, NuBank, SoFi, Stitch Fix, Twitter and Zendesk. Our agent-empowering suite of scheduling, performance, learning, quality feedback and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow and Zendesk.
Learn more at www.playvox.com.
Author Information
Clint brings over 20 years of market research and consulting experience, focused on emerging technology markets. He was co-founder and CEO of Dash Network, an integrated research and digital media firm focused on the CX market, which was acquired by The Futurum Group in 2022. He previously founded Tractica with a focus on human interaction with technology, including coverage of AI, user interface technologies, advanced computing, and other emerging sectors. Acquired by Informa Group, Clint served as Chief Research Officer for Informa’s research division, Omdia, with management and content strategy responsibility, formed by the combination of Tractica, Ovum, IHS Markit Technology, and Heavy Reading.
Clint was previously the founder and President of Pike Research, a leading market intelligence firm focused on the global clean technology industry, which was acquired by Navigant Consulting where he was Managing Director of the Navigant Research business.
Prior to Pike Research, Clint was Chief Research Officer at ABI Research, a New York-based industry analyst firm concentrating on the impact of emerging technologies on global consumer and business markets.
Clint holds a Master of Business Administration in Telecommunications Management from the University of Dallas and a Bachelor of Arts in History from Washington & Lee University.
