Likelihood to Recommend 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.
Read full review Verint Monet has been a great tool for someone, like myself, who has had little to no WFM experience the opportunity to learn and grow along with learning and utilizing the tool. One of the biggest contributors to this success, I feel, is the Verint Monet support team. Our contact center has been able to build a rapport with them and they have a clear understanding of our needs.
Read full review Pros 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 Scheduling daily activities Agent reports Real-time adherence monitoring Read full review Cons 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 Read full review Should better show chart for better analysis. Filter is resetting every time I open the tool. Some reports can be included or combined in one place. Read full review Likelihood to Renew 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
Read full review Because it's almost a year and they still haven't fixed the issues we're having in terms of feeding data from Talkdesk OMNIchannel, as promised.
Read full review Usability 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.
Read full review Because the data feed for Chat and Email won't work and I can't forecast w/o the feed or I had to manually import data which consumes a lot of time
Read full review Reliability and Availability I don't think I've encountered software problems before
Read full review Performance 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
Read full review Support Rating 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.
Read full review It's hard to report using their new platform. They ask lots of requirements that I think they can replicate. Or better yet, have a call with their customers to get the ticket resolved quicker
Read full review Implementation Rating 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.
Read full review Alternatives Considered 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.
Read full review I have had the opportunity to see many of the other Verint Monet products at Engage but our Contact Center does not use them or have a need to at this time.
Read full review Scalability I think it is the best rating based on my experience
Read full review Return on Investment 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 Positive in a way [because] we can manage our daily staffing. [It helps] planning [the] schedule ahead of time. [It would be] best if we [could] customize the interface based on [the] company's aesthetic. Read full review ScreenShots