8x8 Contact Center vs PlayVox

• Cleaner workspace with organization and efficiency at the forefront of our associates day.
• Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
• Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.

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• PlayVox allows the employee to interact with one another in a fun way by allowing for different channels to be used for specific groups, talents, and other items. This lets agents be creative and interact in fun ways!
• The ability to deliver results of calls, Quality goals, and coachings lets the agents know where they stand in the company so that they can focus on what needs to be improved, while also letting the agent see what he or she is doing right!
• Real-time postings lets you reply in a chat format for immediate post to a group or groups to address an issue at hand or something that may be up and coming.

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• The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
• Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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• The UI is not quite as intuitive as it might be. It took some time to understand where to access specific functions and what each function was specifically for (we wrote an internal guide to help our leads and agents use it effectively)
• We are about to implement for our sales team as well, which will use PlayVox a bit differently than our support team - more focused on coachings and less focused on evaluating specific interactions. It would be great to have separate teams like this clearly delineated within a single PlayVox instance, but still allow support and sales agents to interact and recognize each other in the community section.
• As an admin, it would be great to change views so I could see what users at the agent level see.

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• The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
• A negative impact is how short the phone warranty is.
• A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.

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• PlayVox has allowed us to centralize ALL quality assurance across ALL departments.
• PlayVox has allowed our entire QA team the opportunity to work remotely instead of in-office.

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