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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.
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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
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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
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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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).
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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!
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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
(26-50 of 193)Companies can't remove reviews or game the system. Here's why
March 29, 2022
Playvox agreat program for any company and all employee
monitor and follow up on other employees' work as 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 monitor and follow up on other employees' work as by using Playvox
- 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
- monitoring agents and sending evaluation of their work
- coaching agents to avoid repeating mistakes
- using Playvox show the index of company quality performance
March 29, 2022
Playvox agreat program for any company
monitor and follow up on other employees' work as 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 monitor and follow up on other employees' work as by using Playvox
- 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
- monitoring agents and sending evaluation of their work
- coaching agents to avoid repeating mistakes
- using Playvox show the index of company quality performance
March 29, 2022
Playvox is agreat program
I had a good experience with CloudTalk in my previous company but Playvox is much more flexible and easy to use compared to other apps Playvox can adapt to any business about monitoring and coaching Playvox have a great home page that shows data of agent every month and by that follow their performance
- 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
- attending sessions and learning how to improve performance
- only multinational companies use Playvox, you can spread the word to national companies
March 29, 2022
Playvox great program
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
- using Playvox show the index of company quality performance
- monitoring agents and sending evaluation of their work
- coaching agents to avoid repeating mistakes
March 29, 2022
Playvox is great app
the Playvox is the best application to monitor the agent in his calls on how to start the call and say the greeting and how to keep the call and chat structure and build the best and right flow in the call / chat with an easy way as it shows to the agent what he did from the chat beginning to his closure he made to the customer
- monitoring agent
- coaching agent
- seeing there progress with the percentage
- With the information passed on correctly, customers stop returning to the service.
- I started to have more confidence in what I do.
March 28, 2022
Playvox great program
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
- monitoring agent
- coaching agent
- seeing there progress with the percentage
- should have chat a better chat engine
- should be easier in showing attributes
- should have more features for monitoring
March 24, 2022
hot to improve the quality
Score 10 out of 10
Vetted Review
Verified User
I use Playvox to monitor and follow up on other employees' work as 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
- 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
- adding a search engine can make the work of quality coach easier
- 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
March 17, 2022
Quality coach
I use Playvox to monitor and advise and follow up with other employees and also use it to coach other employees and show them how to give the customers the best experience. also, it helps me to know how to know the attributes and mistakes and show me the most common mistakes that avoid the customer getting a bad experience.
- submit agents evaluations so he can know if he is following the right experince
- taking coursises about coaching and leader ship
- showing the agent his progress while he is using the right process for the company
- attending sessions and learning how to improve your preformnce
- advertising playvox and make another companies use it.
- it should have easier case searching engine.
- Playvox needs to be automated in some areas such add inserting our quality guideline and Playvox can be monitoring cases by itself with AI
I use Playvox to monitor and follow up on other employees' work as 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 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
- 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
- adding a search engine can make the work of quality coach easier
- 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
March 14, 2022
Achieve your quality score target
Playvox is the best monitoring software I had ever used, we can monitor the agents daily using Playvox, each agent monitored 24 chats each month, the quality score target in each evaluation is 95%, if the agent gets failure in non critical attributes, he/she can achieve the quality score target in this evaluation but if the agent gets failure in critical attribute he gets 0% in this evaluation
- monitoring the employees
- coaching the agents
- making calibrations meetings with another quality teams
- reduce lagging if being used by more than one user at the same time
- add chat feature with users
- get notifications with sound
February 24, 2022
Enhance your Customer's Experience, Playvox is here!
We use Playvox to audit agents' interactions with Customers, Partners & Riders, Playvox helps us in maintaining Quality and gauging the overall customer experience towards Agents and organizations.
- Agent can be coached on their mistakes and Playvox document that coaching
- Playvox helps us to determine the overall product knowledge of our agents via Quizzes and evaluations
- Information extraction is too feasible and easily accessible.
- Sometimes it takes time to download file/raw data
- Uploading test/quiz is little difficult
February 17, 2022
Wizard
My work has been subject to a quality audit by Playvox. As for the work problems that the product addresses, it is the extent of my compliance with the rules and controls of the quality foundations set by the company. When I do not comply with the rules of the system, the company will punish me and this is analyzed and detailed by Playvox
- It gives inevitable final results to improve the performance of companies
- Very important in every quality work
- Very important in every work related with analyses
- It is possible to try to develop it to be used by all companies that need performance analysis
- It is possible to try to develop it for use in the field of heavy industries
- It is possible to try to develop it to be flexible and use it in a field where it has not been used before
February 16, 2022
Amazing software supported all quality analyst tasks
Playvox is the best monitoring software for any Quality analyst, as all tasks any quality analyst needs it, Playvox support it, you can monitor the agents daily using Playvox, coaching them imma if they get any failure, making calibration meeting with other quality teams, making calibration with another quality teams to make sure that we are on the same track.
- Monitoring the agents.
- Coaching the agents.
- Extracting data monthly to get overall quality score.
- Contacting with Playvox users.
- Get notifications with sound not muted.
- Provide chat with the analysts and the agents.
January 15, 2022
Amazing site for tracing quality
Score 10 out of 10
Vetted Review
Verified User
We use the program playvox to monitor the working situation and improve the quality of our work by identifying a special individual case and monitoring the errors that are made if there are errors. We analyze those mistakes so they don't happen again in the future, and we avoid them. helpful at sharing results of exams without showing the full information about the company you can show or hide [anything] you want and then show the result only and it helps you to keep your information private, that allows you to show and hide the information you want and keep it private.
- Coaching and learning.
- Quality
- Total evolution
- Creating monthly quality score for each agent and for the company overall.
- Issue in load chat form Fresh chat.
- No chat on Playvox.
January 08, 2022
Benefits of playvox for small businesses
Playvox is being used for the QA needs of the company that I work for. We have created several QA forms that we use to evaluate our Associates and we have created workloads that we assign to each QA Analyst for better distribution. We generally use it to ensure our company guidelines are being followed by our Associates, so we have the forms set up in a way that will assign them a score based on how closely they were followed.
- Creative problem-solving
- Effective communication skills
- Optimistic
- Monitoring Interactions
- Deliver Feedback, Coaching And Training
- Understanding the Company Values and Mission
January 07, 2022
Great tool for small and mid size work
We use the Playvox program in our company to evaluate customers in calls and chats with a smooth program interface and does not require a lot of training, which facilitates the work and the follow-up of each chat and its evaluation and evaluation of the work of each client as a whole
- Coaching and learning
- Smooth interface
- Larger icons to locate items you are looking for.
- faced some bugs while creating filters, evaluating chats
- hangs sometimes while auditing
January 06, 2022
Support and Onboarding is very poor
Score 1 out of 10
Vetted Review
Verified User
The website promotes a free trial and other sites (TrustRadius) have a link to a free trial. On signing up I was taken to a blank page. I gave all my details and went to a blank page. I repeated and still a blank page. I was then sent an email asking for some questions which I answered and replied to. On the meeting invite there were no meeting details, the location was blank. At the time of the meeting no phone call. I then emailed and was given a phone number to call. The agent then asked me to reply to his email about the questions (which I had already done). I then asked for a free trial which he said he would not do. Basically, you can not get a free trial as advertised. I am not using Klaus.
- Good reviews
- Onboarding
- Support
January 05, 2022
The best can offer the best to the best
I use Playvox in my organization as reception/the business problems the product addresses are not clear and the scope of my use case limited[.]
-
- Quality
- Coaching
- Learning
- TOTAL EVALUATIONS
- Various educational courses can be added[.]
December 30, 2021
Super awesome site
Playvox improves the performance of the people who work through me, loves the quality of work performance, and improves the satisfaction of the investors who work with me. It also creates new opportunities for competition between people in the company. Do better performance through me my company. And faster promotion for people who work through me
- Quality improvement
- Improving the quality of people
- Better quality means more work
- Find the most hardworking people at work
- It increases the competition in my company
- Improving the performance of my company
December 30, 2021
Best quality platform
we use Playvox to ensure Performance Management, Coaching, Learning, the opinion of the customer, and Quality Assurance as it focused on the agent mistake the business-critical and the nonbusiness critical one, also it's focused on customer critical and no customer critical and the good thing that's we can always dispute the result as it's not Inevitable. it's considered a tool that is useful to all parts of the agent and customer and the leaders and the quality themselves as it has a quick solution and automated to all the issues.
- Monitoring transactions daily
- creating monthly quality score for each agent and for the company overall.
- Rating Agents
- show where my mistake to avoid it in the future
- do a coaching lesson
- it's the Best Place to manage Our Quality and Coaching session
December 29, 2021
Playvox review
Playvox helps to detect and follow up and work to correct errors. Companies are guaranteed to develop by developing people, detecting where errors are, and working to avoid them. Playvox helps to develop the negative aspects of individuals that necessarily reflect on organizations. By saving the time that workers in organizations are able to learn other things that help them to do business, Playvox contributes to the development of individuals and organizations
- It helps in follow up the employees performance and assure work quality
- Help in developing employees performance through learning programs
- Coaching employees and training them
- Coaching
- Learning
- Follow up
- Controlling
December 29, 2021
The Impact of playvox
we use Playvox to ensure Performance Management, Coaching, Learning, the opinion of the customer, and Quality Assurance as it focused on the agent mistake the business-critical and the nonbusiness critical one, also it's focused on customer critical and no customer critical and the good thing that's we can always dispute the result as it's not Inevitable. it's considered a tool that is useful to all parts of the agent and customer and the leaders and the quality themselves as it has a quick solution and automated to all the issues.
- improve the quality
- do a coaching lesson
- learning our mistake
- Dispute the result
- increase the knowledge
- make a courses
- improve the Precision
December 27, 2021
super smart site
use it on monitoring agents and giving them [coaching] and we use it to improve agents skills and He fixes the errors of agents and develops skills and through Playvox we send the errors of an agent so that he can learn the next time when they encounter the same problem, how to do it by me to solve it
- Rating Agents
- Learn Agent Mistakes
- Skill improvement
- There is no nationality identification
- There are not many languages
- No conversations
December 27, 2021
Extraordinary attractive program
I use to evaluate individuals and evaluate their quality to make myself the highest performer in my company and to make the company as a small company to a large company in the world of Osource and to make my small company a very large company and crowd out the largest companies and I have an affair between investors and people who love the economy and finance companies with money
- As far as I rate it for the people who work in my company
- As much as I give it experiences to the people who work in my company
- As much as I know about the people who work in my company some tea for my company so that we can take more work
- I rate the performance of my clients and the people who work through me
- Investor evaluation
- Agent rating
- Customer evaluation
December 27, 2021
perfect playvox
I use Playvox to educate and learn our mistakes from the quality score when monitoring, and about business problems passed to handle the customer needed and to get the customer to satisfy and loyal to the company when used it, finally my scope I am an agent currently and used it for knowing my quilty score only.
- know my score all time when i working
- show where my mistake to avoid it in the future
- i can dispute if my monitoring mistakes
- its easy and smooth to used it
- some times need to refresh page to loading full page
- i think need to paint and design page in the future