8x8 Contact Center vs PlayVox

Likelihood to Recommend

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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I have yet to identify a scenario where PlayVox has not provided some level of value within the customer service industry. From calibrations to coaching and development, PlayVox is hands down the total package!

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Tonya Kinney

Logistics and Supply Chain, 11-50 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

PlayVox

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

PlayVox

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

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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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Provides a single interface that is user-friendly and easy to navigate.
The ability to build your own scorecards means that any organization can use this platform and customize the data depending on what is important to their culture.
Gamification - The PlayVox tool offers great suggestions on how to gamify the quality assurance process.

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Tonya Kinney

Logistics and Supply Chain, 11-50 employees

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Cons

Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Expand the gift card options so that companies like ours who employ team members around the world can offer more options. Most of the cards offered are US based businesses only.
Allow for mass updating (i.e. ability to deactivate multiple team members at once). We are very seasonal and ramp down quickly so this feature would be awesome.

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Tonya Kinney

Logistics and Supply Chain, 11-50 employees

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Likelihood to Renew

No score

No answers yet

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PlayVox 9.0

Based on 1 answer

It's an excellent tool that makes our support team better and happier. PlayVox support is also extremely responsive and helpful.

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Sarah Holdgrafer

Manager of Self-Service and Content

ShipStationInternet, 51-200 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Alternatives Considered

8x8 is much better than our previous vendor.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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We liked the UI of Maestro, but it lacked several of the additional features provided by PlayVox (esp. the social elements, recognition, coaching collaboration, and karma points). Also, PlayVox support has been amazing. They've actually implemented several feature requests we had, and worked closely with us to develop the best experience on this platform. Maestro support was not nearly as responsive.

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Sarah Holdgrafer

Manager of Self-Service and Content

ShipStationInternet, 51-200 employees

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Return on Investment

SLA Validation - we are able to provide analytics to support our SLA claim.
Uptime - we have not experienced an outage in the 3 years we have been using the software.
Playback - It is very easy to review previous calls for coaching and feedback for support staff.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Allows agents to review and ask questions within the platform, which provides a more efficient flow of communication. Reduces agent downtime
Is a unified platform which allows the QC monitor to access all parts of the interaction, from the ticket details to the recording.

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Tonya Kinney

Logistics and Supply Chain, 11-50 employees

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Likelihood to Recommend