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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
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User Review: Company Happily Upgraded Workforce Progress Monitoring From Spreadsheets to Playvox
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User Review: Company Easily Uses Playvox to Perpetuate Quality Assurance
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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.
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- No setup fee
For the latest information on pricing, visithttps://www.playvox.com/pricing
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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.
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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
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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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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
(1-25 of 63)Companies can't remove reviews or game the system. Here's why
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.
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 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
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.
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 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 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 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 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 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
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 25, 2021
PlayFox "Playvox"
Playvox helps to detect, follow up on, 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.
- A good example of what Playvox presents is a special presence to learn, with Assignments within this department, which helps speed learning and track progress and knowledge
- Another coaching section where the team manager sends individual errors to each team member to help him or she recognize the errors and not repeat them
- Having a quality department helps a person figure out how many errors they have made and compare their percentage to the percentage of the total business they are doing
- Another advantage of Playvox is that it's easy to track mistakes from the day they were recorded because Playvox keeps a percentage each month at a time.
- Playvox is one of the easiest sites within institutions to help people to get better, but if we can think of some examples that can improve, it's the learning section, and we need to add courses that can help people get better, with clear learning plans.
- Playvox can make it easier for individuals to edit their profiles or access site Settings.
- You can also add a feature to display the percent of all months combined and average performance so that everyone in the organization knows their average rating
December 24, 2021
Best monitoring app
Playvox is the best app to know your qualifications and skills as a call center, chat support monitoring, learning from your fails and [trying] to improve your self and inform you that you need coaching and being good at your job to improve yourself and your talent at your job, Playvox help[s] our quality team to do their job more effortless than any other app, that [makes] our company strengthen their numbers and agents knowledge and correct their mistakes.
- case monitoring
- quality score
- team scores
- help quality team
- can't get live coaching to inform me of my mistake and errors quickly
- dispute take along time
- can't know why this is critical or not
December 22, 2021
Super Playvox
This application is one of the best applications used in this field that I work with, and I also think that it is one of the best applications used in other fields as well. In my field, I use this app to evaluate the performance of employees who solve customer problems and complaints.This application addresses work problems as it makes me know the wrong things that the employee does in solving customer problems and makes me able to direct the employee to the right way that we solve customer problems.The scope of this application is to evaluate the performance of customer service representatives
- Evaluate the performance of customer service representatives
- Knowing the strengths and weaknesses of the customer service representative in solving the problem
- Educating a Customer Service Representative by coaching
- The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
- Keep a lot of information
- It should have more languages for ease of control
December 09, 2021
Easy way to know your errors
I use Playvox in my company as a customer [service] to know my quality while working every time It is also easy to use and helps me to know my performance during the month. There are many problems that this site addresses, including saving my work data during the month or during the past quarter, and this helps me know my job level and helps me save my data from loss. The main reason why [I] use this [site is] that it helps me know my quality during the month.
- Helps the company to monitoring the agents[.]
- Helps the agent to learning more about his/her quality[.]
- Helps the quality agent finds my strong and weakens points easily[.]
- Have to reload the site more than once to get access to the chat sent me[.]
- Sometimes coaching didn`t sent to the agent[.]
- Sometimes the quality page take long time to appear[.]
December 08, 2021
Change the way I work for the better and move forward in my field and with Playvox I will be able to rise in my work
It helps me to know my mistakes, encourages me to keep going, and motivates me when I do the right thing and It is an excellent program and I recommend it to my friends and I can share my results with them to compete among us to become the best and I am happy to use this program[.]
- Coaching
- Learning
- Mentoring
- Constant update
- Page to help how to use
- Not clear