NICE Adaptive WFO vs PlayVox

• Interval call volume forecasting.
• Agent schedule adherence.
• Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
• Agent self-service options.

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• 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.

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• Long term forecasting functionality.
• The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
• Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.

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• Lack of guides on how to use PlayVox for the most efficiency
• Lack of guides on what scorecards should be used in particular areas
• Scorecards constructor should have 2 modes: simple and advanced. Sometimes we didn't have some needed functions in particular scorecards.
• It would be great to have a customer success consultant who would guide you to reach good numbers
• Really poor/boring video manuals

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• Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
• Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
• Savings from self-service options for PTO use and schedule management, reducing administrative cost.

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• PlayVox has allowed us to centralize ALL quality assurance across ALL departments.
• PlayVox has allowed our entire QA team the opportunity to work remotely instead of in-office.

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