Broadvoice, an omnichannel contact center platform and unified communications provider for small and mid-market enterprises and BPOs, announced the release of a new AI-infused workforce management tool for its CCaaS platform. The WFM solution enables contact centers to optimize agent scheduling and performance to drive engagement, efficiency and ROI.
“At Broadvoice, we’re dedicated to providing our clients with the most innovative and cost-effective solutions to manage their contact centers successfully,” said João Camarate, Chief Technology Officer at Broadvoice. “With our AI-infused WFM solution, businesses can reduce staffing costs and improve service levels even more than before with an easy-to-use forecasting, scheduling and reporting tool.”
Businesses can effectively manage operations and teams across locations, time zones, channels and devices using AI-driven forecasting, real-time analytics and customizable reporting tools.
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The suite of features include:
- AI-powered scheduling. Use historical data and predictive analytics to forecast call volumes and schedule agents accordingly so you always have the right resources available.
- Automated staffing adjustments. Add AI into your workflows to automatically shift resources in real time to meet unexpected volume demands.
- Performance analytics. Monitor KPIs in real time and over time to identify and address areas of improvement, celebrate successes and optimize training initiatives.
Broadvoice’s CCaaS platform, GoContact, is a breakthrough cloud-native contact center that combines advances in computing—the cloud, containers, microservices, AI and more—into an affordable and agile omnichannel solution. It delivers the personalized and optimized experiences customers expect by unifying customer interactions into a single solution and providing access to omnichannel data and analytics to optimize customer and agent satisfaction.
Unique among its competitors, Broadvoice ensures customers get the attention they need in the first 90 days after onboarding with its award-winning Broadvoice Success Program. Regardless of size, every customer is assigned an orientation specialist to ease the learning curve, ensure the system is correctly set up and guide implementation and adoption. Since launching in 2021, Broadvoice has earned an industry-leading CSAT score of 95% and recorded a 17% reduction in customer support calls and an 11% decrease in technical calls.
SOURCE: PRNewswire