Broadvoice Partners with CommunityWFM for Enhanced CX Solutions
Broadvoice, a leading global customer experience (CX) technology provider, has recently announced a significant partnership. This collaboration with CommunityWFM, known for its exceptional workforce management software, focuses on integrating CommunityWFM's key products directly into Broadvoice's extensive suite of contact center solutions, including GoContact and b-hive.
Overview of CommunityWFM Integration
CommunityWFM stands out as a leader in workforce management, offering features essential for contact centers. These include advanced forecasting, streamlined scheduling, real-time adherence tracking, and comprehensive intraday management. Their product suite, developed over a decade, is recognized for its sophistication, featuring agent portal capabilities and a versatile mobile app, Community Everywhere.
Benefits of the Partnership
This strategic alliance aims to enhance the capabilities of Broadvoice's services by integrating CommunityWFM’s expertise in workforce management. As Broadvoice expands its cloud-native contact center technology, this partnership promises to deliver improved customer experience automation and real-time data analytics, benefitting clients significantly.
Broadvoice's solutions are designed not only to add efficiency to contact center operations but also to boost overall customer satisfaction. The combination of CommunityWFM’s robust metrics with the comprehensive omnichannel data accumulated by Broadvoice creates an unparalleled resource that positively impacts both customers and agents.
Innovation at the Core
“At Broadvoice, we are dedicated to partnering with the best in the contact center industry,” remarked João Camarate, the Chief Technology Officer at Broadvoice. “Our collaboration with CommunityWFM, an elite provider in workforce management technology, reinforces this commitment. We are excited to work together and leverage our combined strengths.”
Both companies are committed to creating exceptional onboarding experiences for their users. CommunityWFM’s structured Steps to Success and Broadvoice’s acclaimed Success Program align their goals of fostering customer satisfaction and improving retention rates. Since launching the GoContact platform, Broadvoice has maintained an impressive customer satisfaction score of 95%, alongside notable reductions in support-related calls.
CommunityWFM's Vision and Solutions
CommunityWFM’s solutions reflect a modern, automated approach to workforce management. After years of dedicated development, their products continue to lead the market, integrating a comprehensive set of features into one seamless application. Their offerings, Enterprise and Essentials, cater to the diverse needs of contact centers.
Future Collaborations and Revenue Growth
As the preferred provider of workforce management solutions for Broadvoice, CommunityWFM is poised to work closely on collaborative initiatives aimed at generating additional revenue. This partnership is designed to capitalize on the strengths of both companies and achieve mutual growth.
“Our choice to partner with Broadvoice was strategic and beneficial,” stated Daryl Gonos, CEO of CommunityWFM. “Their commitment to innovation and customer service aligns perfectly with our own values as a leading provider in the market.”
Broadvoice's Service Commitment
Broadvoice has built its reputation on simplifying communications for mid-market businesses, delivering enterprise-class features as a managed service. With a focus on adaptive technology, their cloud communication solutions continually evolve to meet customer needs. The award-winning Broadvoice Success Program, along with outstanding installation and support services, has helped solidify the company’s position as a trusted partner in the communications domain.
Frequently Asked Questions
What is the main purpose of the partnership between Broadvoice and CommunityWFM?
The main goal of the partnership is to integrate workforce management solutions from CommunityWFM into Broadvoice’s suite of contact center products, enhancing overall customer experience.
What features does CommunityWFM provide that benefit contact centers?
CommunityWFM offers advanced forecasting, scheduling, real-time adherence tracking, and a communication framework through its mobile app Community Everywhere.
How does Broadvoice support customer satisfaction?
Broadvoice emphasizes customer satisfaction through its innovative solutions, including the award-winning Success Program and impressive customer support metrics.
What outcomes have Broadvoice seen with its GoContact platform?
Since launching GoContact, Broadvoice has achieved a 95% customer satisfaction score and a reduction in support calls, demonstrating the platform's effectiveness.
What industries can benefit from CommunityWFM’s solutions?
CommunityWFM’s solutions serve various industries by providing workforce management technology that enhances operational efficiency in contact centers across diverse sectors.
