Playvox Workforce Management vs Maestro QA Auto Quality Assurance

Our official Automated QA integration for Zendesk. Maestro QA makes Automated QA / QM software powered by AI for modern support teams. Our integration with Zendesk lets teams automatically analyze agent tickets for insights leveraging AI classifiers to reflect their business needs, identify areas for agent coaching and report on quality of the agent support through a custom KPI dash with comprehensive conversation insights and analytics. Etsy, Mailchimp, Peloton, and more use Maestro QA for Automated QA (quality assurance), QM (quality management) purpose to improve agent performance and enable amazing customer experiences through quality support experience - and get results. Our Automated QA (Quality Assurance) App enables you to: Automate customized agent QA/QM scorecards and metrics Grade agent tickets with a side-by-side QA scorecard view Turn your agent QA score into a trusted KPI to reveal agent performance and AI powered conversation insights Identify training gaps for agent coaching opportunities through metrics generated by AI Drive agent coaching, learning, development, and retention Improve key metrics through Automated QA/QM conversation insights and agent coaching sessions Agent support teams and quality assurance (QA) / quality management (QM) leaders love to leverage Maestro QA to understand agent performance, find coaching opportunities and enable exceptional customer experiences. By making my QA / QM process more efficient, I was identifying more valuable areas for opportunity & able to lead larger, more targeted projects. During the first 6-8 months of using Maestro QA our average QA / QM score increased from around 70% to 90%. Over the second half of the year, CSAT increased about 11%. We would not have seen those QA / QM score increases if I was still spending a day a week pulling reports and managing my team's daily tasks. Sarah, CX Quality Manager Maestro QA allows for seamless grading and grades sitting side-by-side in addition to allowing the agent to see the scorecard right within the review. Agents feel more empowered to resolve on their own. Eric Komo, Leadpages, Technical Trainer Want to know more about how quality teams use our quality assurance (QA) / quality management (QM) tool to empower their agents to provide higher quality services by getting the quality of their work graded and improved via agent coaching? View our customer case studies. Have questions for our team? Email us directly at [email protected] or visit www.maestroqa.com to chat with us to explore your quality assurance (QA) / quality management (QM) needs by evaluating quality of the agent support service, filling those gaps through agent coaching sessions. Learn more Request a demo of the full MaestroQA experience Privacy policy — learn how we handle and protect your data

Playvox WFM for Zendesk delivers a powerfully simple way to achieve efficiency and effectiveness, while simplifying forecasting, scheduling, and reporting. With real-time views of planned versus actual for all your channels, including calls, emails, chats, social, and tickets, you can understand your operations in a way not possible before. Track real-time adherence and occupancy everywhere and get intraday insights, plus an interactive dashboard, to help you master your operational KPIs. Zendesk is not only a partner, but also a customer; using Playvox WFM internally to manage their own global support operation. With Playvox, gain the visibility you need and deserve. No matter what today brings, our real-time forecasting helps you adjust and stay on track. Playvox provides a simple, interactive dashboard that covers the KPIs you need to master planning and performance including shrinkage, adherence, workstreams, occupancy, service levels, and forecast accuracy. Many out-of-the-box reports assist you in running your contact center more efficiently. Reduce costs by automating forecasting and scheduling efforts that are done in excel or other subpar systems. With Playvox, real-time data and self-adjusting/ self-learning AI lets you continuously improve forecast accuracy, so you only schedule the staff needed. Create better customer outcomes with a real-time view of planned vs actual for every location and work type to communicate with your customers on the channels they prefer. Playvox WFM moves at the speed of your business, elevating capacity planning from a one-and-done silo to an integrated and dynamic solution that evolves with changing hiring conditions. With Playvox WFM, there is no need to upload information manually. Instead, the solution pulls historical volumes from the system. The information is color coded for easy interpretation, allowing you to see the results for differing scenarios. You also have the ability to easily share the plan with different collaborators, which offers the ability to create differing scenarios to better prepare for the future. Playvox WFM integrates out-of-the-box with all Zendesk channels including Talk, Chat, Messaging, and Support, in addition to other complementary CCaaS solutions, to provide real-time access to adherence, handle time, and occupancy data. Playvox's custom built app for Zendesk allows agents to engage with Playvox in the same Zendesk interface they're used to. Data & Privacy This app accesses, uses, and stores the following data from your Zendesk account: Data Accessed: Agent information (names, emails, roles, status) Ticket data (volumes, handle times, channels, timestamps) Call data from Zendesk Talk (duration, wait times, status) Chat and messaging data (session times, response times) Historical interaction volumes across all channels Purpose of Data Use: Workforce forecasting and scheduling Real-time adherence and occupancy tracking Performance analytics and KPI reporting Capacity planning and scenario modeling Data Storage: All data is securely stored on Playvox servers with enterprise-grade encryption. We maintain SOC 2 Type II compliance and follow industry best practices for data security. For complete details, please review our privacy policy at https://www.playvox.com/privacy-policy