Workforce management solutions provider CommunityWFM has partnered with Kore.ai to provide their joint capabilities to deliver modern, AI-first contact centers.
The CommunityWFM workforce management solution enables contact centers to predict call volume and identify the staffing and skill requirements to meet the anticipated demand. The partnership aims to build a joint offering that will further improve customer service management and operational efficiencies within contact centers.
The Kore.ai Experience Optimization (XO) Platform is enriched with a contact center AI component that allows companies to explore the use of AI automation for their customer service interactions across more than 40 voice and digital channels while also enabling human-assisted support when needed.
“We are excited to partner with Kore.ai and their technology which is changing the way contact centers operate. 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," said Daryl Gonos, CEO and Founder of CommunityWFM.
The XO platform can help contact centers streamline complex processes thanks to capabilities like AI-driven agent assist, automated self-service, AI-based routing, and real-time coaching. Additionally, agents can deliver better business outcomes while complying with internal standards and regulatory requirements.
“Advanced AI is reinvigorating all aspects of contact centers by delivering a technology that truly makes things easier for customers and agents alike. This partnership will help us jointly drive a new wave of contact center innovation with greatly enhanced AI-enabled solutions to the market,” said Sahil Rekhi, Global Head of Channel Partnerships, Kore.ai.
CommunityWFM solutions, such as bidding (for shifts and time off) and automated shift adjustments, align 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 staff training opportunities.
