8x8 Contact Center vs PlayVox

Likelihood to Recommend

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.

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Jeffrey Bryan

Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

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In a call center, this program is perfect. The variety of ways it can be used are all beneficial to my organization. Pie charts? Check! Bar graphs? Yes, sir! Light-hearted chit chat? Definitely. The only time I could see this program not work is in an environment that is very structured and serious. This program allows us, as agents, to have a little fun.

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Shauna Stermer

Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource

Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees

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Feature Rating Comparison

8x8 Contact Center

PlayVox

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

PlayVox

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

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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The evaluation forms are easy to create and use, and can be fully customized to represent the rubrics and metrics you've developed for your teams
The platform provides good permissions and collaborative functions. Leads, managers, and others roles can have specific views for their teams, share amongst other managers and leads for input, track coachings, and manage other lead responsibilities independent of specific evaluations.
The social element for the agents seems to have improved team morale, as agents, leads, and managers can recognize individuals and teams using badges and karma points.

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Sarah Holdgrafer

Manager of Self-Service and Content

ShipStationInternet, 51-200 employees

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Cons

It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
Possibility of hearing the channel through audio before answering the call

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Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 1-10 employees

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Lack of guides on how to use PlayVox for the most efficiency
Lack of guides on what scorecards should be used in particular areas
Scorecards constructor should have 2 modes: simple and advanced. Sometimes we didn't have some needed functions in particular scorecards.
It would be great to have a customer success consultant who would guide you to reach good numbers
Really poor/boring video manuals

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Verified User

Manager in Product Management

Writing and Editing Company, 51-200 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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

No answers on this topic

Support Rating

8x8 Contact Center 5.5

Based on 24 answers

We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.

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Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

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PlayVox 7.0

Based on 1 answer

I gave this rating because we never really have any issues with the program. Team Managers, Chat Assists and others are there for assistance if something should go wrong, but reaching out to the PlayVox support is something I have never experienced. I have never seen it crash, nor have any issues that required me to contact support for assistance.

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Shauna Stermer

Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource

Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees

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Alternatives Considered

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.

8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.

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Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 employees

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MaestroQA is one that we evaluated at the same time as PlayVox. What we found is that MaestroQA wasn't as user-friendly. With how we ramp up so quickly every season, we needed a platform that new team could get into and understand quickly.

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Tonya Kinney

Logistics and Supply Chain, 11-50 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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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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Michael Jacobson

Manager E-Services

Step Up For StudentsNon-Profit Organization Management, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

8x8 Contact Center

PlayVox

8x8 Contact Center

PlayVox

8x8 Contact Center

PlayVox

8x8 Contact Center

PlayVox

Likelihood to Recommend