CommunityWFM, one of the leading workforce management software solutions for contact centers, announced today that the company has formed a partnership with Kore.ai, the leader in generative and conversational AI platforms and solutions.
With this collaboration, CommunityWFM and Kore.ai will unite their joint capabilities to deliver modern, AI-first contact centers for automating customer interactions and driving agent productivity.
As a company focused on putting AI to work safely and responsibly, Kore.ai enables businesses to quickly deploy highly scalable contact centers. The Kore.ai Experience Optimization (XO) Platform has a contact center AI component that provides companies a simplified path to explore the use of AI automation for their customer service interactions across more than 40 voice and digital channels. It also enables human-assisted support when needed.
With spotlight capabilities like AI-driven agent assist, automated self-service, AI-based routing, and real-time coaching that are part of the XO Platform’s Agent AI, contact centers can streamline complex processes, vastly improve agent productivity and deliver better business outcomes while adhering to internal standards and regulatory/compliance requirements.
The workforce management solution provided by CommunityWFM enables contact centers to accurately forecast volume and identify the staffing and skill requirements to meet the anticipated demand. The partnership is aimed at building a joint offering to further improve customer service management and operational efficiencies within contact centers.
With both companies focused on improving the broader agent experience through ease of use, CommunityWFM solutions such as bidding (for shifts and time off) and automated shift adjustments align perfectly 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 areas such as practical staff cross training opportunities to save time and reduce costs.
“We are excited to partner with Kore.ai and their technology which is changing the way contact centers operate,” said Daryl Gonos, CEO and Founder of CommunityWFM. “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.”
“Advanced AI is reinvigorating all aspects of contact centers by delivering a technology that truly makes things easier for customers and agents alike,” said Kore.ai Global Head of Channel Partnerships, Sahil Rekhi. “This partnership will help us jointly drive a new wave of contact center innovation with greatly enhanced AI-enabled solutions to the market.”
Both the companies are working together to drive shared revenue. The companies have also displayed support at public facing events, including CommunityWFM attending the Kore Konnections event in April.
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