CommunityWFM Partners with Kore.ai to Revolutionize Contact Center AI Solutions

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CommunityWFM, a leader in workforce management software for contact centers, has announced a new partnership with Kore.ai, a pioneer in generative and conversational AI platforms. This collaboration aims to create advanced, AI-first contact center solutions designed to automate customer interactions and boost agent productivity.

Overview: The partnership between CommunityWFM and Kore.ai combines their strengths to offer modern, AI-driven contact center solutions.
Objective: The goal is to enhance contact center operations by integrating AI technologies for improved customer service and agent efficiency.
Expertise: Kore.ai is renowned for its generative and conversational AI platforms, which provide scalable and sophisticated solutions for contact centers.
XO Platform: The Kore.ai Experience Optimization (XO) Platform includes features like:
- AI-Driven Agent Assist: Supports agents with real-time assistance.
- Automated Self-Service: Enables customers to resolve issues through automated systems.
- AI-Based Routing: Directs customer interactions to the most suitable agents or resources.
- Real-Time Coaching: Offers immediate feedback to improve agent performance.
Capabilities: The XO Platform supports over 40 voice and digital channels, allowing businesses to explore AI automation for customer service while providing human assistance when needed.
Expertise: CommunityWFM provides comprehensive workforce management solutions for contact centers.
Solutions: Their services include:
- Forecasting and Staffing: Accurate volume forecasting and identification of staffing needs.
- Shift Management: Tools for shift bidding, time off requests, and automated shift adjustments.
- Agent Data Analysis: Provides extensive data for real-time analysis to identify cross-training opportunities and reduce costs.

Shared Goals: Both companies aim to improve the agent experience and operational efficiency in contact centers.
Integration: CommunityWFM’s workforce management solutions align with Kore.ai’s XO Platform to provide a comprehensive approach to contact center management.
Data Utilization: CommunityWFM will supply agent data for Kore.ai’s AI-driven analysis to enhance service delivery and reduce operational costs.
Daryl Gonos, CEO and Founder of CommunityWFM: “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.”
Sahil Rekhi, Global Head of Channel Partnerships at Kore.ai: “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.”
Events: Both companies are actively supporting each other through public-facing events, such as CommunityWFM’s participation in the Kore Konnections event in April.

The partnership between CommunityWFM and Kore.ai marks a significant step forward in the evolution of contact center solutions. By combining their expertise, both companies are poised to deliver innovative, AI-driven technologies that enhance customer service, improve agent productivity, and drive operational efficiencies.