Broadvoice, a provider of omnichannel contact center and unified communications solutions for small and mid-sized enterprises and BPOs, has unveiled a new AI-enhanced workforce management (WFM) tool for its CCaaS platform. This innovative solution is designed to streamline agent scheduling and performance, aiming to boost engagement, operational efficiency, and ROI for contact centers.
“Our commitment at Broadvoice is to deliver cutting-edge and cost-effective tools to help our clients excel in managing their contact centers,” said João Camarate, Chief Technology Officer at Broadvoice. “Our latest AI-powered WFM solution allows businesses to minimize staffing costs and elevate service quality with an intuitive tool for forecasting, scheduling, and reporting.”
The AI-driven WFM tool equips businesses to efficiently handle operations and teams across diverse locations, time zones, channels, and devices. It offers advanced forecasting, real-time analytics, and customizable reporting features, including:
AI-Optimized Scheduling: Leverages historical data and predictive analytics to anticipate call volumes and schedule agents appropriately, ensuring optimal resource allocation.
Automated Resource Adjustments: Incorporates AI to dynamically adjust staffing levels in response to sudden changes in demand.
Real-Time Performance Analytics: Tracks key performance indicators (KPIs) both in real time and over extended periods to identify areas for improvement, celebrate achievements, and enhance training programs.
Broadvoice’s CCaaS platform, GoContact, represents a significant innovation in cloud-native contact center technology. Integrating advancements in cloud computing, containers, microservices, and AI, GoContact offers a flexible and cost-effective omnichannel solution. It consolidates customer interactions into a unified system, providing comprehensive data and analytics to improve customer and agent satisfaction.
Distinctively, Broadvoice supports its customers through its award-winning Broadvoice Success Program. This initiative assigns an orientation specialist to each client during the crucial first 90 days, facilitating system setup and guiding implementation. Since its inception in 2021, Broadvoice has achieved a leading CSAT score of 95%, while reducing customer support calls by 17% and technical support calls by 11%.
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