Playvox

Score6.8 out of 10

247 Reviews and Ratings

Community insights

TrustRadius Insights for Playvox are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

187 Reviews

Videos

Promising tool but not suitable for global organizations; bad support (worst vendor I have worked with)

Rating: 1 out of 10

November 20, 2024

Use Cases and Deployment Scope

We were very excited about implementing Playvox as a wfm tool. We have a global organization and 24/7 coverage over multiple channels and languages. We needed a workforce management tool that would support the growth of our product and customer base

Pros

nice UI

Cons

We were never able to complete the implementaton due to missing basic functionality such as balancing global and local scheduling
In our experience, disengaged CS team
In our experience, poor management of our account

Likelihood to Recommend

We were never able to complete the implementaton due to missing basic functionality such as balancing global and local scheduling. The team we worked with became increasingly disengaged until the point when we had no choice but cancelling the contract. In our experience, the support were received was very poor

Verified User

Vice-President in Customer Service (1001-5000 employees)

Vetted Review

1 year of experience

Great tool to rate and improve work quality of agents.

Rating: 9 out of 10

Incentivized

September 13, 2022

Use Cases and Deployment Scope

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.

Pros

Quality goal tracking (%).
Documentation and tracking of coachings.
Possibility to see if advisors checked the monitoring/coachings.

Cons

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.

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.

Marina Vicente dos Santos

Customer Services Team Lead in Customer Service at Just Eat Takeaway (201-500 employees)

Vetted Review

1 year of experience

Playvox For Better Business

Rating: 10 out of 10

Incentivized

September 7, 2022

Use Cases and Deployment Scope

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.

Pros

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

Cons

Less latency since there are some latency in switching to pages.
More indepth view when viewing categories.
Able to hold actual recordings for audits.

Likelihood to Recommend

I would say that it is very well suited for auditing calls. However it could be better if it can include the actual recordings though I understand that it might already be to heavy for the actual tool to hold recordings, more so if we include the actual tools navigation or screen recording.

Verified User

Manager in Quality Assurance (201-500 employees)

Vetted Review

2 years of experience

Operations Management's Companion to excellence

Rating: 10 out of 10

September 6, 2022

Use Cases and Deployment Scope

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.

Pros

Reporting
Analytics
Views
Aesthetically Pleasing Platform
Easy to navigate

Cons

Latency
Loading
Options for type of reports to be generated
Availability on an App

Likelihood to Recommend

This platform makes my life easier, developing and creating views I need to analyze the performance/numbers to manage KPIs.
This can be utilized by an agent, support, reports and even leadership. The tool is easy to navigate and use, and one stop shop for reporting and analytics purposes. This tool is helpful especially on performance management

Ma. Jenelyn Alipio

Senior Operations Manager in Customer Service at 24-7 Intouch (201-500 employees)

Vetted Review

1 year of experience

Playvox is the right option for accurate and timely Quality Assurance!

Rating: 10 out of 10

Incentivized

September 6, 2022

Use Cases and Deployment Scope

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.

Pros

Accurate reporting
Easy interactions selection
Notifying actors involved of any updates, changes or tasks pending

Cons

Re-evaluation of the same interactions by the same user

Likelihood to Recommend

If you want to improve your team's performance whilst at the same time ensuring that your time is used efficiently and effectively, Playvox is the place to go. You don't have to allocate endless hours to reporting or extended conversations to bring your feedback, comments or action plans to your team.

Verified User

Analyst in Customer Service (1001-5000 employees)

Vetted Review

1 year of experience

Stop wasting your own time and get Playvox.

Rating: 9 out of 10

Incentivized

September 2, 2022

Use Cases and Deployment Scope

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:

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?

Using Playvox, we're able to provide one of, if not the best customer experience in crypto and we're proud of that.

Pros

Fully Custom Scorecards
Quality Management
Coaching interface
AI-powered Forcasting
Optimized agent-level dashboards

Cons

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.

Likelihood to Recommend

Playvox is excellent for a team who knows exactly what they need in order to get better. You have full control to set your metrics, track the data and provide feedback.

If you're a team looking for software that will create the solutions for you, look elsewhere. Playvox is a fantastic tool, but a terrible genie.

Verified User

Team Lead in Customer Service (201-500 employees)

Vetted Review

2 years of experience

How to achieve 100% quality score

Rating: 10 out of 10

Incentivized

May 5, 2022

Use Cases and Deployment Scope

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

Pros

Monitoring my chats with agents
Graphs my performance
Highlight my errors
Coaching on my failures

Cons

Getting notifications with sounds
Reduce lagging and bugs
Provide app for smart phones

Likelihood to Recommend

During chat I have a failure and my quality coach was monitoring me during live chat, and he send me via Playvox with that failure I have to use it as a normal thing, after that issue, all chats I have after that time I have less failures because of living monitoring happens through Playvox

John Nessim

Customer service agent in Customer Service at Talabat (201-500 employees)

Vetted Review

1 year of experience

Very important for any Quality team

Rating: 10 out of 10

Incentivized

May 2, 2022

Use Cases and Deployment Scope

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

Pros

Monitoring the transactions daily
making calibrations with another quality teams
get the overall quality score by exporting the data monthly

Cons

provide application for smart phones
add chat feature with users
get notifications with sound
get access to the agents to see each others evaluations

Likelihood to Recommend

Playvox helps the agents to reduce doing the same errors again, as when I was agent I got Playvox notification on my mail, I got failure in this case, at the same time I had another live chat with the same case which I hot failure in it, I saw the monitored case which helped me to prevent doing the same error again

Mark Ashraf

Quality specialist analyst in Quality Assurance at Talabat (201-500 employees)

Vetted Review

1 year of experience

The best things to develop institutions and improve quality

Rating: 8 out of 10

Incentivized

April 20, 2022

Use Cases and Deployment Scope

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

Pros

Fresh desk
Salesforce
Slack

Cons

Development
optimization
speed in performance

Likelihood to Recommend

That Playvox be more suitable for camping performance, work on it and development than it, this stands for many things, more development and more improvement in it and working on that, it is very useful and does not answer most companies and small or large businesses using it, it works on Evolution of things

nada ibrahim

Agent in Customer Service at Talatbat (1001-5000 employees)

Vetted Review

2 years of experience

Playvox Review

Rating: 10 out of 10

Incentivized

April 18, 2022

Use Cases and Deployment Scope

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.

Pros

Quality control
Guiding the client on the right way to work
Identifying errors directly and directing them to avoid them

Cons

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

Likelihood to Recommend

Based on my experience, 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. Playvox has really helped me in terms of ongoing quality monitoring and in a simple manner. Certain problem-solving steps must be conducted to delight the client and ensure that the workflow is accurate, based on my expertise and ongoing encounters with customers with a range of challenges. Playvox maintains track of these procedures and evaluates what's right and incorrect so that mistakes aren't made again.

yussuf seliman

Agent in Customer Service at Octopus (501-1000 employees)

Vetted Review

Reseller

3 years of experience

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