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.PlayVox is great for support and sales QA!We 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)PlayVox, a cut above the rest!My 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 TalkPlayVox brings us together.We 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, Slack
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PlayVox
4 Ratings
Score 8.9 out of 101
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PlayVox Reviews

PlayVox
4 Ratings
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Score 8.9 out of 101
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Sarah Holdgrafer profile photo
November 16, 2018

Review: "PlayVox is great for support and sales QA!"

Score 9 out of 10
Vetted Review
Verified User
Review Source
We 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.
It's very well suited for customer support interaction evaluations, as well as agent coaching sessions, and in organizations where "support agent" tends to be an entry-level position within the organization. It's good if the interactions fall within a certain set of likely issues that can be addressed within a limited set of appropriate responses.

I can see it being less useful in areas where employees need more specialized knowledge or the knowledge requirements for the position are more specialized. I likely wouldn't use this for a smaller specialized team, like an escalations team or developer support team, or a team that requires broader latitude to address issues effectively.
Read Sarah Holdgrafer's full review
Tonya Kinney profile photo
November 12, 2018

User Review: "PlayVox, a cut above the rest!"

Score 8 out of 10
Vetted Review
Verified User
Review Source
My 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.
I have yet to identify a scenario where PlayVox has not provided some level of value within the customer service industry. From calibrations to coaching and development, PlayVox is hands down the total package!
Read Tonya Kinney's full review
Tony Bujak profile photo
November 09, 2018

User Review: "PlayVox brings us together."

Score 10 out of 10
Vetted Review
Verified User
Review Source
We 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.
Being able to have Rewards for quality evaluations and praising other users accomplishments is awesome. It allows us to get involved and have goals to obtain rewards.
Read Tony Bujak's full review

About PlayVox

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.

PlayVox Technical Details

Operating Systems: Unspecified
Mobile Application:No