What users are saying about
9 Ratings
6 Ratings
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Score 7.3 out of 100
9 Ratings
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Score 9 out of 100

Likelihood to Recommend

NICE Adaptive WFO

Generally appropriate for contact centers of 50 or more, though ROI may be present with as few as 20. ROI can be achieved in back office settings as well. Without add on features, the ROI may not be as easily demonstrated in a back office scenario.
Anonymous | TrustRadius Reviewer

PlayVox

In a call center, this program is perfect. The variety of ways it can be used are all beneficial to my organization. Pie charts? Check! Bar graphs? Yes, sir! Light-hearted chit chat? Definitely. The only time I could see this program not work is in an environment that is very structured and serious. This program allows us, as agents, to have a little fun.
Shauna Stermer | TrustRadius Reviewer

Pros

NICE Adaptive WFO

  • 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.
Anonymous | TrustRadius Reviewer

PlayVox

  • 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 | TrustRadius Reviewer

Cons

NICE Adaptive WFO

  • 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.
Anonymous | TrustRadius Reviewer

PlayVox

  • 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
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

PlayVox

PlayVox 9.0
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 | TrustRadius Reviewer

Support Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

PlayVox

PlayVox 7.0
Based on 1 answer
I gave this rating because we never really have any issues with the program. Team Managers, Chat Assists and others are there for assistance if something should go wrong, but reaching out to the PlayVox support is something I have never experienced. I have never seen it crash, nor have any issues that required me to contact support for assistance.
Shauna Stermer | TrustRadius Reviewer

Alternatives Considered

NICE Adaptive WFO

Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.
Anonymous | TrustRadius Reviewer

PlayVox

MaestroQA is one that we evaluated at the same time as PlayVox. What we found is that MaestroQA wasn't as user-friendly. With how we ramp up so quickly every season, we needed a platform that new team could get into and understand quickly.
Tonya Kinney | TrustRadius Reviewer

Return on Investment

NICE Adaptive WFO

  • 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.
Anonymous | TrustRadius Reviewer

PlayVox

  • 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.
Michael Jacobson | TrustRadius Reviewer

Pricing Details

NICE Adaptive WFO

General

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

PlayVox

General

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

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