© ContactCenterWorld.com
CommunityWFM and Kore.ai Form Partnership to Improve Contact Center Efficiency
#contactcenterworld With this collaboration, CommunityWFM and Kore.ai will unite their joint capabilities to deliver modern, AI-first contact centers for automating customer interactions and driving agent productivity. Kore.ai enables businesses to quickly deploy highly scalable contact centers. The workforce management solution provided by CommunityWFM enables 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 (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." "Advanced AI is reinvigorating all aspects of contact centers by delivering a technology that truly makes things easier for customers and agents alike," said Kore.ai Global Head of Channel Partnerships, Sahil Rekhi. "This partnership will help us jointly drive a new wave of contact center innovation with greatly enhanced AI-enabled solutions to the market." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Thursday, July 11, 2024 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |