What users are saying about

PlayVox

4 Ratings

AgentTime Scheduler

2 Ratings
Score 8.7 out of 101

PlayVox

4 Ratings
Score 8.9 out of 101

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Likelihood to Recommend

AgentTime Scheduler

Easy for employees to adjust everything on time and it has smart scheduling features as compared to other software. AgentTime Scheduler is always one step ahead of others. However, the problem encountered by customers is that they cannot manage to sign in to the system to print schedules prepared for them and we keep getting negative feedback.
Barbara Johnson 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

Pros

  • Customers can log in the system 7/24 without facing any problems.
  • AgentTime has the best features and safe connections for the staff.
  • Workers can send messages on time when the school has some class cancelations to all students.
Barbara Johnson 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

  • Price of it might be expensive for small business but the product can still be used by any type of business.
  • Logging into the system is taking some time. It should be checked to see what is going on inside the system.
  • The scheduled time which is sent via e-mail is not received on time. It may have some bug problems.
Barbara Johnson 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

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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 had many problems with a similar program in the organization and we decided we are interested in another software for time schedule and some of our customers recommended AgentTime Scheduler. We then used it for testing. Our first impression was positive about the software after spending 3 weeks and immediately we started to use it in the whole organization.
Barbara Johnson 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

  • Customers experiencing sign-in problems.
  • Taking responses from our staff on time satisfies our customers.
  • The software is truly confidential and safe. This is first thing what we users are looking for and AgentTime has this.
Barbara Johnson 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

AgentTime Scheduler

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