Sold by: Playvox
Built from the ground up for digital-first, omnichannel contact centers and supports the workflows required today.
Intelligently forecast, schedule, and monitor your workforce without the need of specialized resources or data analysts.
4.7
Overview
We understand that customer interactions are often complex, requiring multiple steps and/or staff outside of customer service to solve particular issues. Playvox WFM enables you to plan, forecast, and schedule agents for multi-step interactions with AI-powered foresight, helping you keep your budget on track. Elevate employee engagement and agent scheduling by supporting shift swaps within the team, as well as time off requests. Give agents access to real-time data so they have a clear understanding about their performance metrics, and where they need to adjust to provide exceptional experiences. With Playvox, you can step away using a system built for a phone world that is increasingly disappearing and leverage a WFM solution designed for the complex and omnichannel world of today.
Highlights
- Automate forecasting and scheduling efforts that are done in spreadsheets or other subpar system
- Real-time data and self-adjusting/self-learning AI lets you continuously improve forecast accuracy, so you only schedule the staff needed
- Get a real-time view of planned vs actual for every location and work type to communicate with your customers on the channels they prefer
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
WFM Subscription | User Software License | $432.00 |
Vendor refund policy
No Refund Policy
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
Ready to use Playvox's powerfully simple Workforce Engagement Management solutions? Let's transform your customer teams today.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Top
25
In Healthcare & Life Sciences, Contact Center, Financial Services
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
AI-Powered Forecasting and Scheduling
Utilizes AI-powered foresight to intelligently forecast and schedule agents for multi-step interactions, automating efforts previously done in spreadsheets or legacy systems.
Self-Learning Forecast Optimization
Implements self-adjusting and self-learning AI that continuously improves forecast accuracy by analyzing real-time data to optimize staffing requirements.
Omnichannel Workforce Management
Supports digital-first, omnichannel contact center operations with capabilities to manage multi-step customer interactions across multiple channels and communication preferences.
Real-Time Performance Visibility
Provides real-time data dashboards displaying planned versus actual metrics for every location and work type, enabling agents to access performance metrics and understand performance gaps.
Employee Scheduling and Time Management
Enables shift swap functionality and time off request management within teams to support employee engagement and flexible scheduling workflows.
Quality Management
Automated recording, evaluation, and reporting capabilities for interaction assessment and agent coaching
Workforce Management
Smart scheduling and forecasting functionality with dynamic employee engagement features for optimal agent allocation
Multichannel Analytics
Speech, desktop, and text analytics with AI-driven insights to uncover performance trends and customer sentiment
Amazon Connect Integration
Native integration with Amazon Connect for cloud-based contact center deployment and unified operations
Performance Monitoring
Real-time performance tracking and reporting to identify improvement opportunities and monitor agent metrics
Omnichannel Routing and Orchestration
Seamlessly orchestrates customer service workflows across multiple channels with AI-powered routing that intelligently guides customers through personalized journeys between self-service and agent-assisted experiences.
AI-Powered Conversational Automation
Delivers AI conversational bots and proactive outreach capabilities for self-service interactions, trained on the industry's largest customer experience dataset.
Real-Time Agent Guidance and Analytics
Provides real-time information, guidance, and actionable insights to agents during interactions, combined with workforce optimization and performance analytics for continuous improvement.
Cloud-Native Open Architecture
Built on an enterprise-grade, cloud-native platform with extensible open framework enabling seamless integrations, rapid deployment, and global scalability with embedded security.
Unified Knowledge Management and Digital Entry Points
Integrates knowledge management across digital entry points including websites, mobile apps, and search interfaces to enable data-driven self-service and personalized customer experiences.
Standard contract
No
No
No
Customer reviews
Felipe B.
Effortless Team Management, Smooth Operations
Reviewed on Jan 18, 2026
Review provided by G2
What do you like best about the product?
I love how Playvox WFM makes managing the team so much easier. The scheduling, performance tracking, and reports are all clear and simple, which helps me keep everything organized without constantly stressing over the details. It takes the stress out of managing our team by helping me avoid scheduling headaches, keeping track of everyone's performance, and ensuring we’re never short-staffed. This gives me peace of mind and keeps things running smoothly. The setup was pretty easy too, as the guides and support made getting schedules, performance tracking, and reports up and running simple, and while it took a bit of time to tailor everything for our team, it was smooth and manageable overall.
What do you dislike about the product?
One thing I’ve noticed about Playvox WFM is that a few features can feel a bit tricky at first, and pulling certain reports takes a little extra time. Making it more intuitive and easier to navigate would really help.
What problems is the product solving and how is that benefiting you?
I use Playvox WFM to manage our team effortlessly. It helps with scheduling shifts, tracking performance, and ensuring we have the right coverage, reducing stress and ensuring smooth operations.
Tommy C.
Efficient and Intuitive, But Needs Performance and Feature Improvements
Reviewed on Jan 06, 2026
Review provided by G2
What do you like best about the product?
The upsides of Playvox WFM (Workforce Management) include enhanced efficiency through AI-driven forecasting & automation, reducing manual work and costs, while boosting agent experience with self-service tools (shift swaps, schedule visibility) and real-time visibility for managers across omnichannel interactions, leading to better performance, data-driven decisions, and improved customer service. Its intuitive design simplifies adoption, making it easier to manage complex back-office and contact center operations.
What do you dislike about the product?
Downsides of Playvox WFM often cited by users include slow loading/performance, issues with manual refreshing for schedule updates (leading to adherence problems), missing key features like direct shift swaps or robust peer-comparison, inconsistent data/reporting (e.g., default timeframes), and limited mobile functionality, despite its ease of use for some tasks like QA. Integration hurdles with platforms like Five9 and general customization limitations also arise, with reports of slow support for complex needs.
What problems is the product solving and how is that benefiting you?
Playvox WFM (Workforce Management) benefits include reducing costs through AI-driven, automated forecasting and scheduling, improving service levels by ensuring the right agents are available, and boosting agent engagement with self-service options and real-time visibility, all within a unified platform for omnichannel environments. It transforms complex planning from spreadsheets into an efficient, integrated workflow, providing real-time insights for better decision-making and adaptability.
Alberto L.
Great reporting and time tracking tool
Reviewed on Jul 22, 2025
Review provided by G2
What do you like best about the product?
It’s ease of use and incredible reporting toold
What do you dislike about the product?
The integration with other tools is not always fast. I’d love to use it separately from my CRM tool.
What problems is the product solving and how is that benefiting you?
Time and productivity tracking
Shahzad S.
Playvox review
Reviewed on Dec 17, 2024
Review provided by G2
What do you like best about the product?
3rd party integrations with talk desk is great.
What do you dislike about the product?
They dont have a mobile app and it is , hard to sync with Google
What problems is the product solving and how is that benefiting you?
Time tracking, scheduling.
christine r.
Very accurate and professional
Reviewed on Dec 16, 2024
Review provided by G2
What do you like best about the product?
Keeps me up to date with my schedule....
What do you dislike about the product?
Nothing at the moment. I think it is a very good.
What problems is the product solving and how is that benefiting you?
Benefits me by having an area I locate everything.