Maestro vs Playvox | TrustRadius

What users are saying about

Score 8.8 out of 10

Based on 8 reviews and ratings

Score 9.1 out of 10

Based on 74 reviews and ratings

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Pros

Creating a completely customized rubric to grade tickets on the things you want to help your team grow in
Allowing managers to track how their agents are doing as well as providing concrete examples of work product for 1:1 meetings
Giving management peace of mind that agents are responding appropriately to clients

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VP Customer Support

Illuminate Education, Inc.Computer Software, 501-1000 employees

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Playvox organizes my reviews well. Everything I need to know is listed in one place and there is an option for more in-depth information and communication on those reviews.
Playvox is user friendly. Searching for information I need is so easy.
Playvox allows for a community as well as support from your employer.

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Independent Contractor

Rothy’s/NexRepApparel & Fashion, 51-200 employees

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Cons

No ability to view contact information from a home screen (must click into profile to see phone number)
Feels a bit archaic
Would be nice to see "flags" or ways to mark students for calling
Wish that the 'attempted call' option turned a student yellow instead of keeping them red

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Verified User

Employee in Other

E-Learning Company, 1001-5000 employees

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One area I can see for improvement would be to allow an individual to post a GIF in a reply. Right now, replies are limited to attachments and emojis. The ability for an agent to use a GIF, as in the initial post, would be fun.
The type is quite small. I do believe an increase in font size would also improve Playvox.
One other item I would like to see improved upon would be the brightness or lack thereof, of the wording. Sometimes when posting, the font is so light you can barely see it. Now, this does not speak of the functionality of the program, but the impact may be greater if we could see what we were typing. It is very faint...

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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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Likelihood to Renew

Maestro 7.0

Based on 1 answer

Maestro is what we are comfortable with and probably what we'll stay with, but it can be slow at times and lacks certain functionalities

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Verified User

Employee in Other

E-Learning Company, 1001-5000 employees

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Playvox 9.0

Based on 2 answers

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

No score

No answers yet

No answers on this topic

Playvox 9.6

Based on 2 answers

Playvox is so user friendly for both the person creating the platform and the agents using the platform to read their reviews, look at training documents and turning in their karma points.

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Contact Center Manager

Rush OrderConsumer Electronics, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

Playvox 9.1

Based on 1 answer

It is working properly

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Verified User

Team Lead in Customer Service

Consumer Services Company, 51-200 employees

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Performance

No answers on this topic

well I'm a playvox user since 2019 and I don't remember when I had an issues with it's speed or performance

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Verified User

Team Lead in Customer Service

Consumer Services Company, 51-200 employees

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Support Rating

Maestro 10.0

Based on 2 answers

I love Maestro support! They are always available or get back to you quickly. The employees that work at Maestro must get treated well because they are always positive and patient on the phone with me. And, even though I am not great with technology they always help me find a solution.

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Joanna McKenzie

Membership Director

Nakoma ResortHospitality, 11-50 employees

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Playvox 8.7

Based on 3 answers

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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Contact Center Manager

Rush OrderConsumer Electronics, 51-200 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Playvox 9.1

Based on 1 answer

Well I think it works

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Verified User

Team Lead in Customer Service

Consumer Services Company, 51-200 employees

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Alternatives Considered

We selected Maestro over Qualitista and some hacked together Google Sheets scripts that performed similar functions. At the time Qualitista was in its early alpha stage and wasn't something that would have worked for our team. The Google Sheets script worked well for a small team, but didn't allow us to do what we wanted with peer feedback. The team at Maestro did a great job onboarding us and adding features for our peer feedback use case.

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VP Customer Support

Illuminate Education, Inc.Computer Software, 501-1000 employees

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Playvox is by far superior to both of these platforms, by a wide margin. Stella Connect is a mess to use reporting wise and Scorebuddy is so basic it looks like an early 2000s school project. I wouldn't go back to either of them and would stick with Playvox if it were all up to me to decide.

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Training And Quality Lead

5CAComputer Games, 501-1000 employees

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Scalability

No score

No answers yet

No answers on this topic

Playvox 9.1

Based on 1 answer

playvox is one of the used platform in my department which is working properly in any time that's why I rate it

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Verified User

Team Lead in Customer Service

Consumer Services Company, 51-200 employees

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Return on Investment

At one point our step pricing was not working properly so we did lose some room revenue. Maestro helped us get this resolved.
Maestro saves time, which saves money, by having all of our member billing, reservations and more in one location.
No other impacts that I can think of.

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Joanna McKenzie

Membership Director

Nakoma ResortHospitality, 11-50 employees

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It has been very favorable since our BPO has been recognized for the quality of our agents.
Coaching sessions are very dynamic and agents can complete them in a few moments according to their availability.
It helps us to capture the weaknesses and strengths by providing process refreshment.

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Gretty Gutierrez

Customer & Partner Experience

PedidosYaFood & Beverages, 501-1000 employees

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Screenshots

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

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