Contact Center Solutions Featured Article

Arcaris Launches PlayVox.com Gamification Platform

November 06, 2012

Arcaris Inc., a provider of SaaS (News - Alert)-based solutions for contact center human resources, has launched a talent management platform for contact centers called PlayVox.

PlayVox.com integrates HR processes with videogame dynamics and social psychology techniques in an effort to help organizations conquer agent demotivation, turnover rate and low productivity.

“The human factor is crucial to the success of any contact center,” said Oscar Giraldo, founder and CEO at Arcaris, noting that personnel represents about 80 percent of contact center costs. “We believe in technologies that empower people to do their jobs better. It’s very important that managers and directors have the necessary tools to motivate, train and keep the agent’s personal objectives aligned with company objectives.”

Online discount business Groupon is among the companies leveraging PlayVox.

“We are a young, dynamic company, and we are concerned about doing things with excellence. PlayVox lets us detect and make a quick diagnosis of underperforming agents or those who ignore certain important procedures in serving our customers. At the same time, it gives us the tools to create, upload and distribute segmented educational content to agents that need special reinforcement. This information is available, so monitoring agent progress becomes much easier,’’ said Carolina Bucarey, head of customer service at Groupon LatAm.

As discussed in a TMC (News - Alert) magazine article in January, Arcaris started out a couple years ago in Chile with a click-to-call platform, but recently moved to Silicon Valley and introduced a social call center contact service to select customers.

As part of this new focus, Arcaris had initially positioned the product – previously referred to as Playcall – as one that uses game dynamics to allow customer contact center managers and reps to track their performance and the performance of their peers on leader boards, and to create and view achievement.

Giraldo, however, explained earlier this week to TMCnet that “with PlayVox we [have] a different approach. Our initial idea was to be a gamification add-on for call centers. Last year we realized that [to] manage people at call centers is a big challenge and there aren't HR solutions to address this problem for call centers. We pivot[ed] from a gamification add-on to be a talent management platform designed especially for call centers. So we rebuilt the platform and focused to understand and support the agent life-cycle in the call center.”

“We built PlayVox with the mission to make every contact center a more meritocratic and transparent place to work,” he added.



Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!