A global leading cloud centre software provider, Squaretalk announced its partnership with a leading omnichannel contact centre provider of Workforce Engagement Management solutions, Playvox to optimize the customer experience.

Elie Rubin, CEO of Squaretalk, said, “Squaretalk and Playvox both believe that you must empower and enable agents to provide outstanding customer experiences. Together with the Playvox Quality Management (QM) solutions, the Squaretalk Call Centre platform opens another facet, allowing organizations to improve productivity and the evaluation of agents, along with meeting the most up-to-date compliance standards. The partnership is already serving shared customers such as 10bet who are now able to evaluate all customer and agent interactions conducted on their Squaretalk platform with Playvox to improve customer service and performance.”

Nir Saadon, Chief Operating Officer at 10bet, said, “In order to better manage our agents from one place, enhance productivity and evaluate performance, we needed to improve quality assurance standards. With AXIOM Squaretalk and Playvox QM, we empower the voice of our agents by allowing agents to request an evaluation review to clarify results. Our culture of open feedback expands as agent voices are heard, boosting the morale and effectiveness of our team members. This is just one example of how the two companies together are providing value.

Jurgen Hekkink, EMEA partner channel manager at Playvox, said, “Playvox has always put the agent at the heart of the customer experience. This partnership with Squaretalk gives us the opportunity to provide our solutions to businesses worldwide – driving better customer outcomes.”

As a result of this partnership, Playvox’s suite of cloud-based solutions will grant access to Squaretalk’s customers and partners. The technology automates workflows, schedules, and audits, monitors agent quality and performance, and trains employees to increase engagement and performance. The partnership between Squaretalk and Playvox will enable contact centres to benefit from a cloud-native solution designed for today’s digital-first world.