What users are saying about
8 Ratings
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Score 7.3 out of 101
5 Ratings
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Score 8.7 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
  • 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.
Sarah Holdgrafer 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
  • 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.
Sarah Holdgrafer 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

8x8 Virtual Contact Center More Information

PlayVox

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

PlayVox More Information