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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.
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- No setup fee
For the latest information on pricing, visithttps://www.playvox.com/pricing
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- Free/Freemium Version
- Premium Consulting/Integration Services
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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 75)Companies can't remove reviews or game the system. Here's why
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 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 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.
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
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.
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 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
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 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 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
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
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
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
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 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
December 01, 2021
The efficient and fast way to know your Skills on Work
Playvox is the best app to know your skills on the call center, monitoring chats, and calls, learning from your mistakes and errors, working on it to solve your issues, and trying to improve your skills to get promoted. and you can analyst your score of quality [from] your 1st day at work till the present day, to know if you are doing well on the work on you need more coaching and learning to get well and know what is your weakness, if is it focus or [tone] of voice or the handling way to the customer. only when I get a zero quality on chat, and there is no live couching to know your mistakes and errors, only shown it on a page, the disputes process is taken so long to make a dispute. else I can't find something I dislike on the Playvox. many problems, as the 1st thing is quality of service that we agents serve to the customer, analyst your score on the duration of [getting] in the job, get learn to improve your skills and make your service getting better.
- Reports
- Quality
- Coaching
- learning
- colors
- Chat monitoring
November 25, 2021
Playvox Review
Our company uses Playvox to calculate the quality accuracy of our agents as the company uses the Playvox to detect the quality of every person and also for every team separately. Not only that, but we can detect the overall quality of the company as all employees using the Playvox the agents to know their scores: Team Leaders to detect the quality of their team and also to make the coaching for their team as each Team leaders detect the weak points of their agent and make coaching through the Playvox to coach and help the agents to be good.
- mentoring the agents
- coaching
- calibration
- analysis
- delay when we open the transaction
- we can not delate the case after mentor it
- oto fail
November 24, 2021
Playvox software
our company use a Playvox to calculate the quality accuracy of our agents as the company use the Playvox to detect the quality of every person and also for every team separately not that only but we can detect the overall quality of the company as all employees using the Playvox the agents to know their scores: Team Leaders to detect the quality of their team and also to make the coaching for their team as each Team leaders detect the [weak] points of their agent and make coaching through the Playvox to coach and help the agents to be good
- monitoring our employees daily
- calibration with team leaders and quality team
- coaching our agent to know their mistakes
- managing disputes
- some delay during open transactions
- the reports are only extracted as excel format
- providing more options to filter
- be more faster than now
November 21, 2021
Business and Data Future ( Playvox)
Using playbox to do the following:
1. checking the interactions of the chats to monitor my agents.
2. using it for quality analysis per each team leader and analyst and their QA results.
3. checking the QA MTD for each day, week, month, and quarter helps us as quality analysts to know precisely where our agents stand for and what is left for them to be the best.
4. Checking the calibration results and doing calibration for team leaders and other junior quality analysts.
5. Checking the disputes as well if there were any, in addition to checking coaching for each agent when they fail any critical and noncritical attributes.
- Coaching results based on old and new interactions after the coaching session instead of the old fashion way by sending an email
- Notification for new paybox result or calibration results and connecting it with a business mail
- Charts and figures that help us as a quality analysts to see the bigger picture about how much progress the agents are [have] to be always on the top and based on exporting the results and reporting to precisely know where the agents stand
- Reducing the error when it comes to checking interactions of the chat to make it faster for the quality analyst to save more time as it gives an error saying too many requests while adding interaction of the chat.
- Adding an option to filter based on attributes, names, and interaction ID at the same time
- showing the result of calibration by adding calibration ID not only expert name
November 18, 2021
by using playvox you will control all weakness and reach your Goals
our company use a Playvox to calculate the quality accuracy of our agent as the company use the Playvox to detect the quality of every person and also for every team separately not that only but we can detect the over all quality of the company as all employees using the Playvox the agents to know their scores ; Team leaders to detect the quality of their team and also to make the coaching for their team as each Team leader detect the weakness points of their agent and make a coaching through the Playvox to coach and help the agent to detect the weakness and work on it to achieve the quality target , also the company CEO can detect the quality for every person and know the steps to improve the weaknes so that he can know every thing happened in a good and organized way which save the time and help any one to get a big picture about the company and the scores of every team and also every Person , our company use playvox in all things and each person have an account on it so that we can integrate with each other as a one community and we can reach to any thing we want
- coaching the agent to improve their weakness
- calculate the quality of every person
- we can assign a workload to a person to make it
- we monitor the chats of the client on it
- we can extract ant thing as an excel reports
- we make a disputes on it
- some delay during open transactions
- the reports are only extracted as excel format
- did not integrate with Google services