Trust me, just check it
Playvox is used by our company's Live Operations Department, the main duty is to track down all errors and problems that agents are having …
Overview
What is 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.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Video Reviews
3 videos
User Review: Playvox Audit Capabilities Helps Company to Maintain Quality of Customer Experience
02:29
User Review: Company Happily Upgraded Workforce Progress Monitoring From Spreadsheets to Playvox
03:08
User Review: Company Easily Uses Playvox to Perpetuate Quality Assurance
03:41
Pricing
N/A
Unavailable
What is 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.
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.playvox.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
16 people also want pricing
Alternatives Pricing
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
What is Sprinklr Service?
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to interact with a brand…
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Playvox?
Playvox equips modern businesses and BPOs with a comprehensive, collaborative and insightful Workforce Engagement Management suite of products including Quality Assurance, Performance Management, Coaching, Learning, Voice of the Customer, Workforce Management, and Agent Motivation software. The automated and centralized solutions integrate with customers' existing platforms and aim to empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation within hours.
Playvox believes great customer experiences start with people.
Playvox believes great customer experiences start with people.
Playvox Screenshots
Playvox Videos
Agent experience drives customer experience. Happy employees create happy customers. Excellent customer service agents drive strong customer satisfaction (CSAT) scores, increased revenue and higher lifetime value for your clients.
Leading a remote Customer Service team has never been easier. Playvox is an all-in-one software suite that improves the customer experience by improving the agent experience, from quality assurance and coaching to learning and motivation--whether your teams are in the office or working remotely.
Playvox Integrations
Playvox Competitors
Playvox Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | Global |
| Supported Languages | English, Spanish, Portuguese |
Frequently Asked Questions
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.
Reviewers rate Usability highest, with a score of 7.7.
The most common users of Playvox are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews and Ratings
(246)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
Playvox has been widely utilized by users across various industries to improve their quality assurance processes and enhance the overall customer experience. Companies have relied on Playvox to create QA forms, evaluate associates, and assign workloads for better distribution. The software ensures that company guidelines are followed by associates, assigning scores based on adherence to these guidelines. It seamlessly integrates with CRM systems to gather information from customer chats, courier interactions, and support service agents. Users have reported that Playvox effectively evaluates customer interactions against quality metrics and streamlines coaching sessions between agents, team leads, and trainers. Additionally, Playvox's calibrate feature helps managers and leads reach a consensus on how interactions should be evaluated. The karma point system has proven to be a motivating factor, rewarding agents with public kudos and prizes for a job well done.
Beyond its use in the customer service realm, users have found Playvox to be versatile in evaluating warehouse associates, clients, project managers, and accounting staff. By eliminating the need for manual reviews, Playvox reduces errors and missing data. The software measures the quality of agents through tracking individual and group statistics while offering learning modules for ongoing training and evaluation. Public recognition within Playvox fosters healthy competition among agents and boosts overall morale. Furthermore, Playvox serves as an efficient tool for implementing goals, discussing non-work related topics, introducing competitions and incentives, and providing quality feedback on calls. It has also played a crucial role in updating agents with changes and ensuring they are aware of recent coachings.
Team leads and quality analysts rely on Playvox to rate cases for adherence to guidelines and provide targeted feedback for improvement. The documentation of ongoing coaching sessions within the platform enables seamless tracking of advisor development. Users have praised Playvox's ability to monitor, maintain, and regulate agent performance effectively. Its coaching and feedback features have been highly valued by agents who appreciate its user-friendly interface that helps them manage their progress and resolve system issues. The program interface has facilitated the evaluation of customer calls and chats with minimal training, motivating agents to strive for improvement. Playvox's monitoring capabilities have allowed organizations to identify mistakes, improve skills, and ensure adherence to processes. Overall, Playvox has served as a valuable tool in implementing high-quality customer experiences and has become an essential component of many companies' Customer Experience departments.
Playvox has also been instrumental in fostering a sense of community and belonging within organizations, especially during challenging times such as the pandemic. Its widespread usage company-wide for important messages, updates, maintaining
User-Friendly Interface: Many users have praised Playvox for its user-friendly and intuitive interface, stating that it allows them to navigate the platform easily and efficiently. The clear and organized design of Playvox enables users to quickly find important information and complete their work effectively.
Convenient Automation: Several reviewers have highlighted the convenience of Playvox's automation features, particularly its ability to automatically pull up all necessary data for performance evaluation and report generation. This time-saving feature eliminates the need for manual data entry, allowing users to focus on other important tasks.
Customizable Evaluation Forms: Users appreciate the flexibility offered by Playvox in terms of customizing evaluation forms. They find it beneficial that they can tailor these forms according to specific rubrics and metrics developed for their teams. This customization capability helps identify areas of opportunity and strengths for associates more effectively.
Confusing and Non-Intuitive User Interface: Several users have expressed frustration with the user interface of Playvox, stating that it is confusing and not intuitive. They mention that it takes time to get used to the interface and navigate through the different features efficiently.
Limited Customization Options for UI: Multiple users have complained about the lack of customization options for the user interface of Playvox. They suggest that there should be more visual elements and personalization options available to make it more appealing and tailored to individual preferences.
Translation Issues: Some users have mentioned difficulties with the translation of Playvox into different languages, specifically Portuguese. Despite selecting Portuguese as their language preference, they note that certain parts of the software are still displayed in English. This inconsistency in translation has been a source of frustration for these users.
Users highly recommend Playvox for businesses that depend on agent quality stats. They believe Playvox is an excellent system that provides complete control of quality and assurance, making it ideal for small and big businesses. Users also recommend Playvox to organizations in remote-based industries, as it brings QA auditors and remote agents together, improving communication and collaboration. Furthermore, users suggest utilizing the export data feature in Playvox to integrate it with other systems. Additionally, users advise spending more time exploring the functions and available reports in Playvox to maximize its benefits.
Attribute Ratings
Reviews
(1-25 of 193)Companies can't remove reviews or game the system. Here's why
December 13, 2023
Trust me, just check it
Playvox is used by our company's Live Operations Department, the main duty is to track down all errors and problems that agents are having in our customer service.
- Gives you clear visibility of employee performance.
- Helps you analyze every detail of specific work.
- Easy to use.
February 23, 2023
Playvox is an easy, one-stop product for quality assurance needs!
We 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.
October 23, 2022
Playvox review
This is our main reporting system and employee management system. we manage Quality Control, Turn Around Time control, and customer complaints handling backend management. we also use the data to maintain MIS reports and quality checking series on Playvox. it is our daily tool where every customer support agent getting his selected analyzed chat report with the customer. The quality assurance department mainly working on Playvox.
- I am amazed with the features of Playvox, it is so easy to communicate with consignees.
- It works effectively and is easy to edit save and view.
- It is very lite on the network so even when at the same time many users are opening the same page it never gets stuck/hung up or slows down the network/internet.
- just cache make it slower some time but overall its good
- As such, if you ask, I am pretty happy as a user of Playvox. I never face any bug or error during my use.
- I can tell only what i use its amazing fast and convenient.
- Reporting database while we download in Excel showing some extra spaces that sometimes make hurdles but it can easily fix up there as well.
September 20, 2022
Why is Playvox the right choice for employee evaluation?
using Playvox in my work to know about issues I have in my job like: support agents, customers have issues, Know the daily evaluation And give feedback to employees.I am using play vox every day about one or two times a day. Playvox helps me to Know evaluation by means of charts. on Playvox can know about you job in last week or last month
- Give feedback to employees
- Giving graphs
- The data is in an organized and easy way
- Compare month ratings
- Detailed comparison of employees
- development of charts
September 13, 2022
Great tool to rate and improve work quality of agents.
Team leads and quality analysts rate cases worked by our advisors to make sure they follow all guidelines. They have to achieve a quality goal (%), and we also highlight where they can improve and how. We use Playvox to document ongoing coaching as well; this helps us track the development of advisors.
- Quality goal tracking (%).
- Documentation and tracking of coachings.
- Possibility to see if advisors checked the monitoring/coachings.
- Not possible to see all detailed info from previous coachings.
- I cannot find quiz from previous months, unless someone sends me a link for it.
- It would be good to have a dashboard with all team members to see how many monitorings they have received in the month so far and if they have ongoing coaching.
September 07, 2022
Playvox For Better Business
We use Playvox to conduct audit of calls of our agents in our contact center supporting Turo. This is where our Quality Analysts upload their audit which contains their findings and feedback on how the agents handled their calls and emails. This is also the tool that our agents acknowledge for their audits. The same tools that is used by our team leaders for coaching.
- Provide view of the upto date trends of the performance of the program
- Reliable reference guide for agents on how they track their QA performance
- Consistent data provider for getting the insights of how teams did overall in QA
- Less latency since there are some latency in switching to pages.
- More indepth view when viewing categories.
- Able to hold actual recordings for audits.
September 06, 2022
Operations Management's Companion to excellence
Score 10 out of 10
Vetted Review
Verified User
We use the platform in analytics and reporting. We take reviews, reporting that would show movements in a particular KPI we are measuring. This gives us a better view of the movement in terms of numbers and performance. Focusing on each KPI at a time where we see more impact and gains.
- Reporting
- Analytics
- Views
- Aesthetically Pleasing Platform
- Easy to navigate
- Latency
- Loading
- Options for type of reports to be generated
- Availability on an App
September 06, 2022
Playvox is the right option for accurate and timely Quality Assurance!
I use Playvox to track performance and Quality Assurance. Playvox helps my team to determine areas of opportunity and to create action plans based on actual data and reports. In addition to this, the team members are involved and aware of their own performance and how they can implement suggestions to meet and exceed KPIs.
- Accurate reporting
- Easy interactions selection
- Notifying actors involved of any updates, changes or tasks pending
- Re-evaluation of the same interactions by the same user
September 02, 2022
Stop wasting your own time and get Playvox.
Exodus uses Playvox to maintain a certain level of quality department-wide in regard to customer interaction. Every day we answer hundreds, if not thousands, of emails and do so with certain quality goals in mind. Playvox is the tool our quality assurance team uses to sift through these replies and provide critical feedback to our team members.
Playvox provides a super simple, modular, interface that we mold to fit our needs. In this case, we've created metrics/standards that each and every reply must meet. A tiny sample of these are as follows:
Playvox provides a super simple, modular, interface that we mold to fit our needs. In this case, we've created metrics/standards that each and every reply must meet. A tiny sample of these are as follows:
- Did our team send the correct links to our customers?
- Did our team use the customer's name when available?
- Did we address all of our cutomer's concerns?
- Fully Custom Scorecards
- Quality Management
- Coaching interface
- AI-powered Forcasting
- Optimized agent-level dashboards
- The integration with HelpScout is nice but lacking. Often we find that the data coming from the integration isn't quite reliable and we need to double our efforts in order to guarantee accurate information.
June 09, 2022
Playvox is so good, no?
Playvox is used by the entire Glovo company! As you know, this is a Spanish startup that has spread in many countries, including Kazakhstan. In the company, Playvox is used for analytics, statistics, and evaluation and audit of the work of employees. Namely, customer service. It is integrated into a special CRM system, from where it takes information (chats with customers, couriers, partners of the support service agents themselves).
- Filters for pulling up the necessary chats for evaluation.
- The ability to create a scorecard for the evaluation of chats.
- The possibility of obtaining analytical data and setting up reports in automatic mode, which allows the top manager to save time.
- User-friendly and intuitive interface.
- Community within the system, which allows you to be on the pulse about new updates of the company.
- Search for ratings for the agents themselves, sometimes agents do not understand what ratings they generally received for a month or another period.
- Analytics and reporting are a bit inconvenient in the search, it would be good to add a mini directory.
- The meaning of all awards and badges are not clear.
May 05, 2022
How to achieve 100% quality score
I'm an agent to serve customers with there problems, Playvox used by my quality coach in monitoring me and agents, that they used to evaluate my performance and AHT, I had a misunderstanding in my tasks and my quality coach told me that's wrong and viewed me the right through Playvox with accurate details that's incredible but already happened, and my total performance got better through right coaching that's a result from a right and great system
- Monitoring my chats with agents
- Graphs my performance
- Highlight my errors
- Coaching on my failures
- Getting notifications with sounds
- Reduce lagging and bugs
- Provide app for smart phones
May 02, 2022
Very important for any Quality team
Playvox is the best monitoring software for any Quality team, as we can find all tasks we need as quality analysts are supported in Playvox, we can monitor the agent's chats daily, we can coach them immediately if they get any failure using Playvox, we can also make gauge score on team leaders evaluations to get the variance between quality team score and the operations score
- Monitoring the transactions daily
- making calibrations with another quality teams
- get the overall quality score by exporting the data monthly
- provide application for smart phones
- add chat feature with users
- get notifications with sound
- get access to the agents to see each others evaluations
We use Playvox for many things, including monitoring chat and calls, and this is a difficult thing because this is required to improve the quality of chat with customers and drivers. This is a very useful thing and couching is easy so it's perfect to small business to work with it
- Fresh desk
- Salesforce
- Development
- optimization
- speed in performance
April 18, 2022
for a better work quality
using Playvox we detect mistakes and coach agents to better serve the customer by following the right process we educate the agent to better work following the quality guidelines o to follow the right process know the most common mistakes repeated to decrease the quality failures that give bad impact about the service given to the customer
- showing the agent his performance through data to avoid repeated attributes
- taking courses about coaching and leadership
- attending sessions and learning how to improve performance
- only multinational companies use Playvox, you can spread the word in national companies
- only multinational companies use Playvox, you can spread the word in national companies
- make videos about playvox that illustrate what is playvox to other people
April 18, 2022
Playvox Review
The majority of the company's employees use this program, which aids in the monitoring of staff quality. Our work system is talked customer service, which managers monitor via the Playvox application, and employees learn whether they are performing properly and are suited for a decent work environment or not. And this software is fantastic because it keeps the data for more than a month without removing it. One of the advantages of this application is that it is simple to use and control, whether by employees, supervisors, or quality monitors who are in charge of watching employees and determining whether or not they have solved the problem correctly.
- Quality control
- Guiding the client on the right way to work
- Identifying errors directly and directing them to avoid them
- There are many languages, but we need Arabic
- It has a good speed, but we need a higher download speed to save the customer time
- The employee's performance is calculated as a percentage
April 15, 2022
Playvox review and how Playvox improved me
Score 10 out of 10
Vetted Review
Verified User
I'm using Playvox to know what I am doing in chats with customers and trying to help them and solve their problems. As soon as possible while my quality agents monitored what I was doing and what I should do with chat and how to improve my skills after they finished they sent it to us via e-mail to check it, than my team leader offered assistance and sessions on it to improve my quality and skills.
- Improving the team scores
- It shows our mistakes to solve it
- It shows how to deal with customers to always help make the best experience.
- Fewer filters to make it easier for the viewers and users.
- Emails what we got on the working should have more details.
- Make it faster as possible.
April 09, 2022
Review of Playvox
This software is one of the best available to us as a company because it checks employee quality, requires managers to watch employees in order to create a decent and acceptable work environment, and makes it easier for us to tackle many problems within the firm, and Playvox has really assisted me in terms of ongoing quality monitoring and in a simplified manner, based on my experience. Based on my expertise and ongoing interactions with customers with a variety of problems, certain problem-solving measures must be performed to please the client and ensure that the workflow is accurate. Playvox keeps track of these processes and assesses what's proper and wrong so that mistakes can be avoided in the future.
- Quality control
- Guiding the client on the right way to work
- Identifying errors directly and directing them to avoid them
- Provide better quality thus business prosperity
- Agents understand their mistakes at work accurately and simple at the same time
- Fewer errors at work when using Playvox
April 09, 2022
Playvox is critical to the success of any business.
Monitor, advise, and follow up with other staff, as well as coach and show them how to provide the greatest customer experience possible. It also teaches me how to recognize qualities and errors, as well as demonstrate the most prevalent blunders that prevent customers from having a negative experience, and Playvox can identify all errors and causes of quality failure, as well as coach agents to assist the business. It can also analyze data to provide clear information on on-site progress and improvement, making it easier for the company to meet its objectives.
- Choose random samples of cases to be monitored.
- Well organized and extracting team performance.
- coaching agent and monitoring chats
- As a result, quality defects have been eliminated.
- It aided agents in achieving higher levels of performance.
- It allowed managers to identify each agent's weak spot.
April 07, 2022
bright future (Playvox )
This application is used by most of the employees available in the company, and it helps to monitor the quality of employees, where our work system is chatted customer service and managers monitor the chat through the Playvox application and employees discover if they are working well and suitable for a good work environment or not And this application is very good and excellent, and it keeps the information for more than a month and does not delete it. Among the advantages of this application is that it is easy to handle and control, whether from employees, managers, or quality monitors responsible for monitoring employees and determining if the employee has Solve the problem well or not, and this application is very helpful to most of the employees and managers in our company
- quality control
- It helps to correct errors
- The employee's performance is calculated as a percentage
- There are many languages, but we need Arabic
- It has a good speed, but we need a higher download speed to save the customer time
- During quality control, all data appears at the same time, but sometimes some data such as chat disappears, which makes us download the page again
April 01, 2022
Fear of the difficulty of quality monitoring...Playvox deals with it with simplicity and elegance
Playvox plays an important role, especially for agents to follow the quality guidelines and to follow the right process to know the most common mistakes repeated to decrease the mistakes made when doing the work. This leads to improving the performance of company agents that will make work growth faster and better service, and, of course, the ease of follow-up by the business leaders of the progress of the work method in the right way.
- Quality control
- Guiding the client on the right way to work
- Identifying errors directly and directing them to avoid them
- Customer service field in general
- The field of sales that needs quality guidelines to complete sales operations in correct and deliberate steps
- Any other field that needs continuous training and observations to maintain good production properly
March 31, 2022
Playvox Review
It's great for the company to keep all the data, plans and team performance to be organized and well, it's also very useful to monitor the progress of the organization to detect all mistakes, especially the common ones to make the company focus to solve this topic and will help to coach agents also to eliminate any quality failures.
- Choose random samples of cases to be monitored.
- Help agents with coaching.
- Well organized and extracting team performance.
- Improve progress plans for agents.
- Clear calculation for team performance.
March 31, 2022
All data in one click.
We use Playvox daily to follow up and monitor work, by using Playvox we detect mistakes and coach agents to better serve the customer by following the right process we educate the agent to better work following the quality guidelines o to follow the right process know the most common mistakes repeated to decrease the quality failures the give bad impact about the service given to the customer.
- Taking courses about coaching and leadership.
- Attending sessions and learning how to improve performance.
- Adding a search engine can make the work of quality coach easier.
- Advertising playvox and make another companies use it.
March 30, 2022
Playvox a great program for any company.
Playvox does well when it comes to monitoring, maintaining, and regulating agents' performance. This tool provides great value in terms of coaching and feedback from our agents and it is very user-friendly as well. and it helps us to assure that the agent is following the right process through monitoring them and sending quality sessions, and following the right process by helping them to see their progress through time, helping them to manage their progress/and with Playvox make us work on a good way to resolve problems on our system.
- Submit agent evaluation so he can know if his work right or wrong process.
- Taking courses about coaching and leadership
- Showing the agent his performance through data to avoid repeated attributes.
- Attending sessions and learning how to improve performance.
- Monitoring agent.
- Only multinational companies use Playvox, you can spread the word to national companies.
In our work, we use Playvox to advise CST, and also there is available disputes bottom available for the agent so we can know our mistakes. and I recommend it to any QA in any company but as I said before it needs to be easier to use also it needs a better-searching engine to add and search about cases, and there are some bugs and lag and it needs to be fixed to get a better experience.
- Submit agents evaluations so he can know if he is following the right experience.
- Showing the agent his progress while he is using the right process for the company.
- Taking courses about coaching and leadership.
- Positive impact it helped us to improve our company overall quality due to coaching
- Should have chat a better chat engine.
- Monitoring agent.
March 30, 2022
Playvox is great app.
Following the right process, we educate the agent to better work following the quality guidelines o to follow the right process know the most common mistakes repeated to decrease the quality failures index data that improve performance of company agents that will make work growth faster and better to serve the customer in a proficient way.
- Showing the agent his performance through data to avoid repeated attributes.
- Taking courses about coaching and leadership
- Attending sessions and learning how to improve performance.
- Showing the agent his performance through data to avoid repeated attributes.
- Taking courses about coaching and leadership.
- Only multinational companies use Playvox, you can spread the word in national companies.