Playvox by NICE

Playvox by NICE: Understanding the Workforce Management Portfolio Following Playvox’s acquisition by NICE in 2024, many are curious about how Playvox WFM compares to NICE’s other workforce management solutions. Here’s a simple breakdown: ?? Playvox WFM – Built for digital-first, omnichannel, and mid-market contact centers, with AI-driven scheduling, CRM integrations, and rapid deployment. It bridges front- and back-office workforce management through integrations and open APIs. ?? NICE IEX WFM – Designed for large enterprises and traditional call/contact centers, excelling in complex telephony-based scheduling. ?? NICE CXone WFM – Embedded within NICE CXone CCaaS, offering AI-powered forecasting and real-time adherence, best suited for users within the NICE ecosystem. Why Playvox WFM? ? Optimized for omnichannel & digital workstreams (beyond just voice) ? Cloud-native with fast, easy deployment ? Bridges front- and back-office for a unified workforce strategy ? AI-powered, highly flexible, and deeply integrated with leading CRMs Still have questions? Let’s connect! https://lnkd.in/giRS-pn3 #WorkforceManagement #WFM #AI #ContactCenter #CustomerExperience #DigitalTransformation #Omnichannel #AIDriven #CX #Automation #EmployeeEngagement #CRM #Scheduling #Forecasting #Playvox #NICE #CloudSolutions #BackOfficeOptimization #FrontOffice #CCaaS

2025 CX Megatrends: The Future of Customer Service DMG Consulting’s latest report, 2025 CX Megatrends and Projections: Charting the Course for Excellence, explores seven key megatrends reshaping customer service. AI and generative AI are driving automation, intelligence, and hyper-personalization, setting the stage for concierge-level CX.? Key insights include:?? ?? The evolving role of AI in contact centers?? ?? The balance between automation and human agents?? ?? How organizations can future proof their CX strategy? Stay ahead of the curve—prioritize AI, automation, and innovation to deliver exceptional customer experiences. Download the report today to chart your CX strategy for the future! ???? https://lnkd.in/gmXWTdfA #CX #AI #CustomerExperience #Automation #playvoxbynice #CustomerEngagement

Unlock the full potential of AI in quality management—not by replacing your analysts, but by empowering them. AI can handle tedious manual tasks, giving your team more time to focus on coaching, agent engagement, and driving better customer experiences. Download our eBook today! https://lnkd.in/ggJbTytB #AIinQM #QualityManagement #AIinCX #ContactCenterAI #CustomerExperience #WorkforceEngagement #AIforGood #AgentEmpowerment #DigitalTransformation #AIandHumans #CustomerSuccess #playvoxbynice

???Happy St. Patrick's Day!??? As we celebrate the luck of the Irish today, let's also recognize the evolving landscape of customer experience. Just like the vibrant festivities of St. Patrick's Day, the way we interact with customers is transforming. ???Did you know??51% of CX leaders report that?50% or more interactions?are now being handled through digital channels such as chat, email, and social networks. This shift highlights the growing preference for digital engagement, making it crucial for businesses to adapt and innovate. Let's embrace this change and continue to enhance our digital strategies to provide seamless and efficient customer experiences. Cheers to a future where every interaction is as delightful as finding a four-leaf clover! ?? #StPatricksDay #CustomerExperience #DigitalTransformation #CX #Innovation #playvoxbynice

?? Friday, Workforce Management, and the Beauty of Numbers! ?? It’s Friday—a day we all look forward to! But did you know it’s also the International Day of Mathematics? At Playvox WFM, we celebrate the power of numbers every day, ensuring businesses have the right people in the right place at the right time. ??? Just like math, workforce management is all about precision, problem-solving, and making complex calculations look effortless. Playvox WFM turns workforce data into actionable insights—helping teams work smarter, not harder. So, as you wrap up your week, take a moment to appreciate the math behind your well-planned schedules. And if your workforce management still feels like a complicated equation, maybe it’s time to let Playvox solve for X. Happy Friday, and happy International Day of Mathematics! ??? #WorkforceManagement #PlayvoxWFM #InternationalDayOfMathematics #AI #Scheduling #Forecasting #Efficiency #callcenter #contactcenter

?? Supercharge Your CRM with Playvox by NICE WFM! ??? Your CRM drives customer engagement, but without the right Workforce Management (WFM) solution, service can fall short. Playvox by NICE WFM seamlessly integrates with Gladly, Salesforce, Zendesk, Freshdesk, and more—bringing AI-driven forecasting, real-time scheduling, and advanced capacity planning to your contact center. ? Why Playvox WFM? ?? AI-Powered Forecasting – Align staffing with real-time demand.?? ?? Capacity Planning – Accurately predict workload and staffing needs for long-term success. ?? Omnichannel Support – Optimize workforce needs across voice, chat, email, and social.?? ?? Seamless CRM Integration – No silos! Sync schedules with live customer interactions.?? ?? Backed by NICE – Leverage the industry leader in AI-driven customer experience solutions for deeper insights, unmatched scalability, and enterprise-grade security. ?? Better schedules. Smoother operations. Happier customers. Let’s talk! ???? https://lnkd.in/giRS-pn3 #Playvox #WFM #CRM #CustomerExperience #AI #ContactCenter #WorkforceManagement

Implementing AI in your contact center can be an overwhelming prospect. Figuring out where it will be most useful, how to get started, and what success looks like is a lot to take on. And let’s not forget how your agents, analysts, and managers factor into the equation. But if it’s implemented correctly, AI will help you create an experience that keeps your customers coming back #AI #CustomerExperience #CXTransformation #AIPowered #ContactCenterAI #DigitalTransformation #CustomerService #AIInnovation #FutureOfCX #Automation #AIinBusiness #SmartCX #AIforGood #WorkforceEngagement #CustomerSatisfaction #NextGenCX #ArtificialIntelligence https://lnkd.in/ge55_NeC

?? Optimize Your Workforce with CRM + WFM Integration! ?? Contact centers thrive when Workforce Management (WFM) and CRM work together. Playvox WFM integrates seamlessly with Salesforce, Zendesk, and more to enhance forecasting, agent productivity, and customer experience. ? Smarter Scheduling with real-time CRM data ? AI-Powered Forecasting for accurate staffing ? Omnichannel Optimization across voice, chat, and email ? Automated Workflows to boost efficiency ?Precise forecasting and optimized scheduling for digital engagements ?? Ready to transform your contact center? Let’s talk! https://lnkd.in/giRS-pn3 #PlayvoxWFM #CRMIntegration #ContactCenter #WFM #AI #CustomerExperience #CX?#AgentPerformance #AI #Automation #Omnichannel #Salesforce #DigitalTransformation #Productivity #Forecasting

?? Scaling Success: How Afterpay Transformed Workforce Management ?? Afterpay’s rapid global expansion—doubling their consumer base to 11M+ active customers and 40,000 retail partners—came with a major challenge: ensuring their contact center could keep up. With no historical trends to forecast staffing needs, multiple outsourced partners, and varying definitions of success, Afterpay needed a Workforce Management (WFM) solution that could adapt as fast as they were growing. Enter Playvox Workforce Management—a solution that provided the visibility, forecasting, and agility Afterpay needed to support their skyrocketing demand. ?? As Yvonne Gilmour, Head of Service Delivery at Afterpay, puts it: "The joy of working with Playvox is that they get the Afterpay Way. Our business is continually changing, and we need a partner that gets that and adapts with us." ?? Industry: Retail ?? Region: APAC ?? Size: 500-1000 agents ?? Learn more about Afterpay: www.afterpay.com #CustomerSuccess #WorkforceManagement #Afterpay #Playvox #WFM #ScalingBusiness #CustomerExperience #CXInnovation #OmnichannelCX

Monday, Time Change, and WFM—A Perfect Storm ???? Ah, the Monday after the time change—the day when every meeting starts with “Is it really that early?” and your coffee intake skyrockets. ??? But fear not! Playvox WFM has your back. While you’re questioning all your life choices at 6 AM (which feels like 5 AM), our smart scheduling keeps your contact center running smoothly—no matter how many agents accidentally show up an hour late… or an hour early. ?? WFM can’t fix your sleep schedule, but it can make sure your team is in the right place at the right (newly adjusted) time. Now, go forth and conquer this extra-groggy Monday! ?? https://lnkd.in/giRS-pn3 #TimeChangeStruggles #MondayMood #WFMToTheRescue #PlayvoxByNICE #MoreCoffeePlease #ContactCenterLife #WorkforceManagement #SchedulingMatters #TimeChangeChaos #ProductivityHacks #CustomerExperience