SUNNYVALE, Calif., Feb. 23, 2022 / PRNewswire/-Playvox, the leading CRM-connected omnichannel contact center provider of workforce engagement solutions, has announced another year of significant growth. Fiscal year 2021, which ended December 31saw annual recurring revenue (ARR) grow more than 2X with the equivalent of a 48 percent increase in customers.
Playvox is always about rethinking the contact center agent experience. Since its founding in 2012, Playvox has developed digital-first, cloud-native software that helps its customers unlock each employee’s potential and interaction, producing exceptional customer satisfaction. During the pandemic, Playvox was already experiencing rapid growth, placing it in a key position to help Financial Services, Retail, and Technology contact centers take advantage of the dramatic changes of e-Commerce, flexible remote employment, and omnichannel engagement.
Recognizes Market Leadership
Emphasizing Playvox’s momentum, the company has received significant praise from the user community and industry analysts including its first release as Strong Performer in The Forrester Wave ™: Workforce Optimization Platforms, Q4 2021.
Customers have submitted hundreds of verified reviews with high scores to the popular B2B software review website praising Playvox’s ease of use, ease of implementation, customer relationships, and support. The G2 recognized Playvox as one of the 100 best software products of 2021 and among the top 10 for maximum enjoyment. Moreover, for the sixth consecutive quarter, the company is recognized as a leader in Contact Center Quality Assurance, bringing home a total of 25 awards in this category. Customer reviews have greatly helped earn the company the title of Top Rated Workforce Optimization Software on TrustRadius for 2021, as well as a spot on Capterra’s 2021 Shortlist for Emerging Customer Satisfaction Software Favorites.
“We built Playvox to be the next generation workforce engagement management (WEM) platform for companies realizing that their contact centers are now digital front doors to their businesses,” shared Louis BucciarelliChief Executive Officer of Playvox.
Scaling Employees to Support Business Worldwide
Playvox’s primary mission is to be the employer of choice, worldwide. Among Playvox’s core values is “Be Human” and its 200+ employees demonstrate the same cultural, ethical and lifestyle diversity as the company’s more than 300 customers.
Commitment to a progressive, employee -focused culture begins with the company’s Board of Directors and senior leadership of which 50 percent are women. On Glassdoor, current and former candidates and employees rate the company 4.9/5.0 overall. Playvox Culture and Values is rated 5.0/5.0, and Diversity and Inclusion is rated 4.9/5.0 with a 100 percent recommendation rate.
Core Platform Enhancements
Active customer engagement in product planning is a method Playvox uses to evolve the platform to meet market needs and take advantage of emerging technologies and best practices. Last quarter, Playvox introduced new functionality that extends user benefits in several ways:
- New Customer AI application delivers actionable customer insights by analyzing customer conversations and feedback using artificial intelligence (AI) and cutting-edge Natural Language Processing (NLP) for advanced sentiment analysis, text analytics, and sophisticated auto-tagging.
- New workflows in QM empower quality analysts to create consistency in the information they provide to agents to enhance their performance. These enhancements to our Workloads feature provide visible alignment with operational goals and KPIs along with clear oversight of team performance.
- Extended with no code, plug-and-play integrations with popular CCaaS and CRM vendors allows business users to set up an integration in just a few clicks. Our wide range of OOTB integrations has become even wider with the addition of new capabilities to trusted partners Dialpad, Five9 and Customer.
Playvox’s extremely simple workforce engagement management (WEM) solutions transform customer care. We fully understand that exceptional employee engagement yields exceptional customer experiences, and we love creating tools that help our customers unlock the full potential in each employee and every interaction. correlation. Playvox powers the fastest growing brands in the world. Playvox is proud to expand on 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.
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