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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.
Entry-level set up fee?
- 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 73)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 13, 2022
Great tool to rate and improve work quality of agents.
Team leads and quality analysts rate cases worked by our advisors to make sure they follow all guidelines. They have to achieve a quality goal (%), and we also highlight where they can improve and how. We use Playvox to document ongoing coaching as well; this helps us track the development of advisors.
- Quality goal tracking (%).
- Documentation and tracking of coachings.
- Possibility to see if advisors checked the monitoring/coachings.
- Not possible to see all detailed info from previous coachings.
- I cannot find quiz from previous months, unless someone sends me a link for it.
- It would be good to have a dashboard with all team members to see how many monitorings they have received in the month so far and if they have ongoing coaching.
September 06, 2022
Playvox is the right option for accurate and timely Quality Assurance!
I use Playvox to track performance and Quality Assurance. Playvox helps my team to determine areas of opportunity and to create action plans based on actual data and reports. In addition to this, the team members are involved and aware of their own performance and how they can implement suggestions to meet and exceed KPIs.
- Accurate reporting
- Easy interactions selection
- Notifying actors involved of any updates, changes or tasks pending
- Re-evaluation of the same interactions by the same user
April 18, 2022
Playvox Review
The majority of the company's employees use this program, which aids in the monitoring of staff quality. Our work system is talked customer service, which managers monitor via the Playvox application, and employees learn whether they are performing properly and are suited for a decent work environment or not. And this software is fantastic because it keeps the data for more than a month without removing it. One of the advantages of this application is that it is simple to use and control, whether by employees, supervisors, or quality monitors who are in charge of watching employees and determining whether or not they have solved the problem correctly.
- Quality control
- Guiding the client on the right way to work
- Identifying errors directly and directing them to avoid them
- There are many languages, but we need Arabic
- It has a good speed, but we need a higher download speed to save the customer time
- The employee's performance is calculated as a percentage
April 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 01, 2022
Fear of the difficulty of quality monitoring...Playvox deals with it with simplicity and elegance
Playvox plays an important role, especially for agents to follow the quality guidelines and to follow the right process to know the most common mistakes repeated to decrease the mistakes made when doing the work. This leads to improving the performance of company agents that will make work growth faster and better service, and, of course, the ease of follow-up by the business leaders of the progress of the work method in the right way.
- Quality control
- Guiding the client on the right way to work
- Identifying errors directly and directing them to avoid them
- Customer service field in general
- The field of sales that needs quality guidelines to complete sales operations in correct and deliberate steps
- Any other field that needs continuous training and observations to maintain good production properly
March 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
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
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 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 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 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 20, 2021
The easiest and best way to maintain quality
.,.;l.;
- Knowing mistakes so that they do not happen again
- Training to maintain quality
- maintain quality
- Knowing the quality level of each employee
- The employee"s knowledge of his quality conditions over specific months or weeks
- Don't neglect a lot of languages
- He does not have online training
- He does not have a nationality
December 07, 2021
the "best and easy quality check tools"
We use Playvox in my organization to evaluate our technical performance and raise the quality of work. Playvox helps us know our assessment and our mistakes in work. As for my personal benefit, I know through it my mistakes and it helps me improve my professional performance
- COACHING EFFECTIVENESS
- Provide training
- quality stats
- trend graph for my rating
- Explanation videos
- Add many languages
- Video communication
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 review
we use Playvox in monitoring the agents as I'm a quality analyst so I use it to rate their work in our company and how [they handle] the chats. our company uses 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 more professional in their work and improve how they handling the chat according to the knowledge base that we use in our company. also, it is used by our head company to major the quality of the outsourcing quality analyst and knows the variance between us.
- we use it in calibration with the leaders and SME
- we use it to major the work of the agents in our company
- we use it in the coaching
- when we search for transaction number there is lateness in the search sometimes
- when we save a draft it count time until we go out from the draft
- there are no filters in the calibration with the name
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
Playvox helps you get the job done!
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.
- It's easy to start evaluating since it pulls up all the data automatically.
- It is easy to generate reports as all the data is stored in its servers and we just download it.
- Filters make it easy to see our Associates' areas of opportunity and strengths.
- When I am evaluating, I can save the form as a draft but all the information that I have already put in it gets deleted.
- If I leave a form accidentally (i.e. close the tab), and I try to enter again, it shows that I've been previously working on the form but it doesn't let me go back to it. I have to start all over again.
- I would love for the drafts of the form to be saved automatically, in an era where everything is on the cloud, I've found this very inconvenient.
November 14, 2021
Playvox: A tool that changed our perspective towards QA processes
Playvox is being used at our company to evaluate all sorts of live chat, email, and call interactions between our employees and the customers/vendors. My team evaluates these interactions using different scorecards designed separately by our teams for each modality. On top of this, we also launch coaching for our agents on the mistakes made during the interactions in order to help them improve. From a QA manager's perspective, Playvox gives great visibility to what my QA team is doing and has plenty of options to keep a check on disputes being correctly managed and handled.
- Multiple automated reports based on individual scorecards
- Complete visibility of data and reports on a daily, weekly, monthly, and quarterly basis
- Being able to launch coaching along with each evaluation with any errors
- The layout gets weird when opened on a mobile browser and clickable items sometimes disappear
- Having a "night mode" would be very useful
October 13, 2021
Playvox review
Playvox is being used by my department only, the QTK (Quality training knowledge). We use it to check and monitor customer service agents' chats with the customers themselves.
- It allows evaluated agents to comment through the Platform without using a different one in order to communicate with us on the evaluation itself.
- It’s pretty easy adding editing and moving around new and old users.
- The interface itself isn’t very hard to comprehend and understand new evaluation agents don’t require many explanations in order to understand how to reach and read the evaluations.
- Playvox is very slow sometimes, which makes it difficult to evaluate.
- Entering the system when having a feedback session with an evaluated agent can sometimes take a lot of time because of this, most of the agents we evaluate don’t have much time in their hands because they are Working on an hourly payment basis so time is limited and every minute counts.
- We often use the evaluation ID as the link to the chat that evaluation is based on therefore after creating several evaluations for the same or different agents when looking on the list and then clicking on the ID it automatically sends you to the evaluation itself instead of the chat even though clicking everywhere on the evaluation from the list whether it’s ID or just the name of the agent will send you to the evaluation itself.
- The interface is very old looking And not very customizable.
September 21, 2021
Fundamental tool for large companies
Playvox is currently only used by the customer service team. It serves as a database, containing training and information about internal processes. It also allows the evaluation of the work and interaction between team members. It solves the internal communication problems and makes the daily work faster by compiling all the important information in one place.
- Organizing training materials.
- Providing space for quality evaluation.
- I've had trouble checking my quality reports. The graphics don't seem clear.
- Translation. Even though I switched the language settings to Portuguese, I still see information in English (not a real problem for me but it could be easily fixed).