What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

PlayVox

4 Ratings
Score 8.9 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

PlayVox

It's very well suited for customer support interaction evaluations, as well as agent coaching sessions, and in organizations where "support agent" tends to be an entry-level position within the organization. It's good if the interactions fall within a certain set of likely issues that can be addressed within a limited set of appropriate responses. I can see it being less useful in areas where employees need more specialized knowledge or the knowledge requirements for the position are more specialized. I likely wouldn't use this for a smaller specialized team, like an escalations team or developer support team, or a team that requires broader latitude to address issues effectively.
Sarah Holdgrafer profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
PlayVox
Agent dashboard
8x8 Virtual Contact Center
8.0
PlayVox
Validate callers
8x8 Virtual Contact Center
9.0
PlayVox
Outbound response
8x8 Virtual Contact Center
10.0
PlayVox
Call forwarding
8x8 Virtual Contact Center
10.0
PlayVox
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
PlayVox
Warm transfer
8x8 Virtual Contact Center
9.0
PlayVox
Predictive dialing
8x8 Virtual Contact Center
8.0
PlayVox
Interactive voice response
8x8 Virtual Contact Center
8.0
PlayVox
Call scripts
8x8 Virtual Contact Center
9.0
PlayVox
Call tracking
8x8 Virtual Contact Center
9.0
PlayVox

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
PlayVox
Inbound call routing
8x8 Virtual Contact Center
10.0
PlayVox
Recording
8x8 Virtual Contact Center
9.0
PlayVox
Quality management
8x8 Virtual Contact Center
9.0
PlayVox
Call analytics
8x8 Virtual Contact Center
8.0
PlayVox
Historical reporting
8x8 Virtual Contact Center
7.5
PlayVox
Live reporting
8x8 Virtual Contact Center
9.0
PlayVox

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • 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.
Tonya Kinney profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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.
Tonya Kinney profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
PlayVox9.0
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.
Sarah Holdgrafer profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
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.
Sarah Holdgrafer profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • 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.
Tonya Kinney profile photo

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

PlayVox

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details