Amazon Connect vs. Playvox

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.0 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Playvox
Score 8.4 out of 10
N/A
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.N/A
Pricing
Amazon ConnectPlayvox
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
No answers on this topic
Offerings
Pricing Offerings
Amazon ConnectPlayvox
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Amazon ConnectPlayvox
Considered Both Products
Amazon Connect

No answer on this topic

Playvox
Top Pros
Top Cons
Features
Amazon ConnectPlayvox
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.2
4 Ratings
15% below category average
Playvox
-
Ratings
Agent dashboard5.34 Ratings00 Ratings
Validate callers7.24 Ratings00 Ratings
Outbound response7.24 Ratings00 Ratings
Call forwarding7.14 Ratings00 Ratings
Click-to-call (CTC)7.24 Ratings00 Ratings
Warm transfer8.94 Ratings00 Ratings
Predictive dialing5.13 Ratings00 Ratings
Interactive voice response6.24 Ratings00 Ratings
REST APIs9.03 Ratings00 Ratings
Call scripts5.34 Ratings00 Ratings
Call tracking7.24 Ratings00 Ratings
Multichannel integration9.14 Ratings00 Ratings
CRM software integration8.94 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.9
4 Ratings
33% below category average
Playvox
-
Ratings
Inbound call routing9.04 Ratings00 Ratings
Omnichannel inbound routing5.34 Ratings00 Ratings
Recording7.24 Ratings00 Ratings
Quality management7.14 Ratings00 Ratings
Call analytics3.54 Ratings00 Ratings
Historical reporting5.34 Ratings00 Ratings
Live reporting5.34 Ratings00 Ratings
Customer surveys5.34 Ratings00 Ratings
Customer interaction analytics5.34 Ratings00 Ratings
Best Alternatives
Amazon ConnectPlayvox
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectPlayvox
Likelihood to Recommend
7.2
(4 ratings)
8.8
(193 ratings)
Likelihood to Renew
-
(0 ratings)
8.5
(6 ratings)
Usability
-
(0 ratings)
7.7
(4 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Support Rating
-
(0 ratings)
3.8
(5 ratings)
Implementation Rating
-
(0 ratings)
8.5
(2 ratings)
Configurability
-
(0 ratings)
6.4
(1 ratings)
Product Scalability
-
(0 ratings)
6.4
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.1
(2 ratings)
Vendor pre-sale
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
Amazon ConnectPlayvox
Likelihood to Recommend
Amazon AWS
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
Read full review
Playvox
Playvox is well suited to rate and track process adherence and work quality percentual. It is also great to document coaching and track advisors' development, as well as to do knowledge checks through quizzes. It is not so appropriate if you need to see the previous coachings made, since those cannot be opened when they finished.
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Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
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Playvox
  • monitoring the chats and calls to know your mistakes and get it solve.
  • analyst your skills, and it makes you to know are you doing well or not.
  • coaching and learning from your mistakes, and seeing the errors to improve your skills in handling.
Read full review
Cons
Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
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Playvox
  • The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
  • Keep a lot of information
  • It should have more languages for ease of control
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Likelihood to Renew
Amazon AWS
No answers on this topic
Playvox
I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business
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Usability
Amazon AWS
No answers on this topic
Playvox
Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.
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Reliability and Availability
Amazon AWS
No answers on this topic
Playvox
I don't think I've encountered software problems before
Read full review
Performance
Amazon AWS
No answers on this topic
Playvox
do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know
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Support Rating
Amazon AWS
No answers on this topic
Playvox
We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
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Implementation Rating
Amazon AWS
No answers on this topic
Playvox
From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
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Alternatives Considered
Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
Read full review
Playvox
I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should be done, but nothing compared to the ease of using a Playvox.
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Scalability
Amazon AWS
No answers on this topic
Playvox
I think it is the best rating based on my experience
Read full review
Return on Investment
Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
Read full review
Playvox
  • Playvox directly impacts our Happiness ratings. From an average of 85% great ratings to 90% great ratings in a matter of 3-6 months.
  • Playvox impacts the number of responses our team has to send in order to find a solution for the customer. Dropping average replies to solution from 3 to 2.
Read full review
ScreenShots

Playvox Screenshots

Screenshot of Give your team real-time feedback and allow them to discuss evaluation results with our built-in collaboration messaging. Generate advanced reports based on agent evaluations. Quickly identify areas of improvement and add personalized agent dashboards to give them visibility of their results. Conduct quality calibrations, to measure and identify areas for improvement. Help your team deliver consistency in their QA evaluation process.Screenshot of Provide your customer service team with all the educational information they need and allow them to take courses and paths in the learning topics they want to improve on. Identify areas in which your agents need to be trained on, send them targeted learning courses and easily track their results. Review your team’s progress and evaluate their knowledge by creating quizzes and comprehension checks.Screenshot of Connect data, measure and consolidate your agents’ KPIs such as NPS, CSAT, AHT, among many others. Detect problems when they occur. Track team progress. Give visibility. Easily measure where your team members stand and identify the KPIs they need to improve on. Create dashboards for your team to view, customize your objectives and keep track of your teams’ progress.Screenshot of Customize your online store with rewards and gift cards for team members to exchange based on their results. Reward your team with Karma Points and allow them to redeem their points in your customized online store. Publicly recognize peer with badges, based on their quality results and performance. Access our social community wall where your team can exchange ideas, ask questions and share relevant information.Screenshot of Coach agents based on the identified customer service problems, as quality is achieved by driving continuous improvement. Create coaching sessions based on your team’s quality and performance results. Based on recurring customer service problems. Tailor all sessions to your needs. Create interactive coaching cards with goals and dates of achievement to easily organize and keep track of all your sessions.