One of the most complex processes in the contact center doesn’t even involve its customers. (Not directly, anyway.) Forecasting and proper planning for call center coverage – ensuring that the contact center is neither under-staffed nor over-staffed – is a science, and manually engaging in its requisite tasks can be complex and time-consuming (and prone to human error).
Enter artificial intelligence.
Contact center workforce management solutions provider CommunityWFM recently announced the forming of a partnership with Kore.ai, a company that produces generative and conversational AI platforms and solutions of its own. Under the terms of this partnership, CommunityWFM and Kore.ai will unite their joint capabilities to deliver AI-first contact center solutions for automating customer interactions and driving agent productivity.
Further context: Kore.ai’s technology enables businesses to quickly deploy scalable contact centers. The Kore.ai Experience Optimization (XO) Platform has a contact center AI component that provides companies a simplified path to explore the use of AI automation for their customer service interactions across more than 40 voice and digital channels. (It also enables human-assisted support, when needed.)
The workforce management solution provided by CommunityWFM was designed to allow contact centers to accurately forecast volume and identify the staffing and skill requirements to meet the anticipated demand. The partnership is aimed at building a joint offering to further improve customer service management and operational efficiencies within contact centers.
With both companies focused on improving the broader agent experience through ease of use, CommunityWFM solutions such as bidding (i.e. for shifts and time off) and automated shift adjustments align perfectly with the objectives of the Kore.ai XO Platform. CommunityWFM will also provide extensive agent data to Kore.ai for real-time analysis, through AI, to assist contact centers with identifying areas such as practical staff cross training opportunities to save time and reduce costs.
“We are excited to partner with Kore.ai and their technology which is changing the way contact centers operate,” said Daryl Gonos, CEO and founder of CommunityWFM. “Working closely with such a forward-thinking company in the AI industry aligns directly with the automated and distinct workforce management solutions our company has developed over the past decade.”
Edited by
Alex Passett
