Contact Center Solutions Featured Article

Arcaris on a Mission to Resolve Contact Center Problems with PlayVox.com

November 08, 2012

People are invaluable assets of any organization and need to be managed with kid gloves, as they can easily dictate a company's failure or success. What is also true, though, is that people management is difficult, and managers, supervisors and directors constantly face problems in this space.

“The human factor is crucial to the success of any Contact Center. We believe in technologies that empower people to do their jobs better,” commented Oscar Giraldo, founder and CEO at Arcaris.

In keeping with its mission and purpose of resolving problems contact centers have, Arcaris Inc., a SaaS (News - Alert)-based enterprise startup, has launched a people management platform called PlayVox.com, which promises to make contact centers more “meritocratic and transparent places to work, where people are rewarded and recognized based on their performance and not by politics.”

PlayVox.com is designed to manage and motivate people in contact centers, as it's very important for the agent to align his or her personal objectives with those of the company. With PlayVox, enterprises are now empowered to address the challenges of contact centers by using easy tools and apps.

An e-Learning app expected to reinforce the learning curve of agents, created by Arcaris, heads the list of PlayVox apps. All the apps have been designed with a view to encourage agents to pull up their sleeves, and motivate themselves to do better and improve customer service.

They also help optimize agents' performance, enhance the internal communication, training and feedback processes, and reward those who perform.

Monitoring agent progress is a breeze with the apps, as supervisors and managers will reportedly have an easier time increasing productivity and turnover rate.

“The product we have designed focuses 100 percent on resolving the challenges present in people management in Contact Centers. This focus has allowed us to better understand the psychology of agents and supervisors and how to respond to their needs with PlayVox so they can perform successfully,” noted Ariel Cordiviola, cofounder and vice president of product at Arcaris.

Groupon, regarded as the fastest growing company in the world, claims to be impressed with the versatility of PlayVox and the extent to which its tools and apps have empowered the company.




Edited by Braden Becker

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