TrustRadius
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.PlayVoxPlayVox is an easy, one-stop product for quality assurance needs!2019-06-01T15:41:52.029ZWe use PlayVox for quality assurance purposes. It is specifically maintained by our QA team, but accessible by all of our operations agents to receive specific quality feedback for calls, chats, emails, application processing and such. It's used for scoring and for analytics and reporting of quality results.,PlayVox is easy to use and understand for employees of all levels.
PlayVox content is customizable to meet our needs.
PlayVox integrates well with other software we use such as Zendesk.,PlayVox reports always default to "this week". You can change the time frame, but as soon as you select another stat to report, you're back to "this week", so you have to be mindful of what you're looking at.,8,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.,SnapEngage, TINYpulse, ZendeskMichael JacobsonWe used it and stopped. Here's my honest review.2019-06-13T17:36:24.700ZWe used PlayVox within our contact center, both in sales and support teams. Also, we used it in the service quality assurance department. The main purpose is to monitor and analyze sales and support functions within all touchpoints: calls, chats, messages, emails.
Bad Sales AnalysisBad Support AnalysisCheck of chats with low CSAT/NPS
Check of calls with low CSAT/NPS,Keeps all checked data in one tool
Badges and gamification
Pretty good UI, the tool is really fast and responsive,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,7,We noticed that the time spent by QA team and contact center supervisors to fill and check scorecards grows and the process becomes more expensive.
We could not connect PlayVox usage with the increase or decrease of agents' performance.
CSAT in chats and calls had some positive dynamics - metrics grew up to 3 p.p. Anyway we haven't seen some positive numbers in ROI.,Freshcaller,Asana, Intercom, Bold360, Zendesk Chat (formerly Zopim), SlackVerified UserPlayVox is great for support and sales QA!2018-11-12T22:04:24.795ZWe currently use PlayVox to evaluate our support team's customer interactions against our quality metrics. We use the coaching feature to manage coaching sessions between agents, team leads, and trainers, and as a social platform for agents to recognize agents, leads, and managers when they do something helpful for them. We use the calibrate feature to ensure all managers and leads can come to a consensus on how interactions should be evaluated. And we use the karma point system to reward agents with public kudos on a job well done and a selection of prizes.,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.,The UI is not quite as intuitive as it might be. It took some time to understand where to access specific functions and what each function was specifically for (we wrote an internal guide to help our leads and agents use it effectively)
We are about to implement for our sales team as well, which will use PlayVox a bit differently than our support team - more focused on coachings and less focused on evaluating specific interactions. It would be great to have separate teams like this clearly delineated within a single PlayVox instance, but still allow support and sales agents to interact and recognize each other in the community section.
As an admin, it would be great to change views so I could see what users at the agent level see.,9,Our CSAT has improved between 6%-10% across the board since implementing PlayVox
Employee satisfaction has improved, resulting in better team morale and less agent turnover
Employees report understanding the expectations on any interaction, and coaching directly to them makes them feel more confident they are doing their jobs well, and more certain they can get the help they need if any area needs improvement. They feel, generally, that the company is more invested in them.,Maestro,Asana, Swiftype, Zendesk, Okta,40,4,Support agent evaluations by QA
Support agent coachings by team leads
Manager and lead collaboration to ensure quality goals are met,Support team announcements (previously using Slack, which was not as effective)
Using the social element to get to know the team better (esp. for those who don't interface with agents daily),Not sure at this point, but I'll think on it!,9,No,Product Features
Product Usability,We feel pretty good about our eval and selection process. We also evaluated MaestroQA, which had many of the features we required as well as a nice interface. But, in comparison to Playvox, we found it was lacking. once we evaluated Playvox, we realized PV had additional features we hadn't even considered before (the social aspect and the karma store were unexpected bonuses, and the extensive reports, coaching ability and "calibration" is what ultimately tipped us in favor of PV)Sarah HoldgraferPlayVox, a cut above the rest!2018-11-12T22:17:30.119ZMy organization uses PlayVox to complete quality reviews for 5+ interaction channels to ensure continuity across all departments. By implementing PlayVox in our day to day quality checks we are able to identify disconnects in our training platform, as well as continued development strategies. This allows us to make incremental adjustments to our training and development approaches immediately to better support our team.,Provides a single interface that is user-friendly and easy to navigate.
The ability to build your own scorecards means that any organization can use this platform and customize the data depending on what is important to their culture.
Gamification - The PlayVox tool offers great suggestions on how to gamify the quality assurance process.,Expand the gift card options so that companies like ours who employ team members around the world can offer more options. Most of the cards offered are US based businesses only.
Allow for mass updating (i.e. ability to deactivate multiple team members at once). We are very seasonal and ramp down quickly so this feature would be awesome.,8,Allows agents to review and ask questions within the platform, which provides a more efficient flow of communication. Reduces agent downtime
Is a unified platform which allows the QC monitor to access all parts of the interaction, from the ticket details to the recording.,,Zendesk, Humanity, Zendesk TalkTonya KinneyPlayVox brings us together.2018-11-09T16:36:37.984ZWe are using PlayVox in our department as a means to communicate and also to get judgement on cases that we solve.
We use PlayVox mainly to judge our evaluations.,Play Vox allows us to see other users accomplishments or goals. When those goals are displayed we can praise them.
Play box allows me to see how well I'm I've been doing on cases and what I need to adjust to get a perfect review.
Play Vox allows us to obtain rewards through our quality evaluations.,When dealing with evaluations we need to be able to set a default view to say last quarter instead of the current view.
I think the layout needs to be redesigned so it flows a little bit better.,10,PlayVox allows us to come closer together as a team and give thanks and praises to each other.
It allows us to know what mistakes we have made on cases and what to adjust for better performance.,Zendesk, SlackTony Bujak
Unspecified
PlayVox
8 Ratings
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