Broadvoice Adds Workforce Management Feature to its Flagship CCaaS Platform

Correctly staffing a contact center with the right number of agents (using the right communications media at the right time) has always been a challenge, and has often involved a lot of manual calculations. Add to the mix today’s multi-office, multichannel and even home-based operations, and the process becomes nearly impossible to get right manually.

Omnichannel contact center platform provider Broadvoice recently announced the release of its new AI-infused workforce management (WFM) tool for its contact center-as-a-service (CCaaS) platform. The WFM solution enables contact centers to optimize agent scheduling and performance to drive engagement, efficiency and ROI. Using the new solution, contact centers are better able to effectively manage operations and teams across locations, time zones, channels and devices using AI-driven forecasting, real-time analytics and customizable reporting tools.

Broadvoice’s CCaaS platform, GoContact, is a cloud-native contact center that combines advances in computing — the cloud, containers, microservices, AI and more — into an affordable and agile omnichannel solution. 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, according to the company.

The new workforce management feature offers a variety of benefits; these include AI-powered scheduling that uses historical data and predictive analytics to forecast call volumes and schedule agents accordingly, automated staffing adjustments that allow call centers to add AI into their workflows to automatically shift resources in real time to meet unexpected volume demands, and performance analytics to monitor KPIs in real time (and over time, of course) to identify and address areas of improvement, celebrate successes and optimize training initiatives.

“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, in a statement. “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."