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Playvox is used by our company's Live Operations Department, the main duty is to track down all errors and problems that agents are having …
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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Video Reviews
3 videos
User Review: Playvox Audit Capabilities Helps Company to Maintain Quality of Customer Experience
02:29
User Review: Company Happily Upgraded Workforce Progress Monitoring From Spreadsheets to Playvox
03:08
User Review: Company Easily Uses Playvox to Perpetuate Quality Assurance
03:41
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What is Playvox?
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.playvox.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
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What is Playvox?
Playvox equips modern businesses and BPOs with a comprehensive, collaborative and insightful Workforce Engagement Management suite of products including Quality Assurance, Performance Management, Coaching, Learning, Voice of the Customer, Workforce Management, and Agent Motivation software. The automated and centralized solutions integrate with customers' existing platforms and aim to empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation within hours.
Playvox believes great customer experiences start with people.
Playvox believes great customer experiences start with people.
Playvox Screenshots
Playvox Videos
Agent experience drives customer experience. Happy employees create happy customers. Excellent customer service agents drive strong customer satisfaction (CSAT) scores, increased revenue and higher lifetime value for your clients.
Leading a remote Customer Service team has never been easier. Playvox is an all-in-one software suite that improves the customer experience by improving the agent experience, from quality assurance and coaching to learning and motivation--whether your teams are in the office or working remotely.
Playvox Integrations
Playvox Competitors
Playvox Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | Global |
| Supported Languages | English, Spanish, Portuguese |
Frequently Asked Questions
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.
Reviewers rate Usability highest, with a score of 7.7.
The most common users of Playvox are from Mid-sized Companies (51-1,000 employees).
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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 27)Companies can't remove reviews or game the system. Here's why
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.
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 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 24, 2022
hot to improve the quality
Score 10 out of 10
Vetted Review
Verified User
I use Playvox to monitor and follow up on other employees' work as by using Playvox we detect mistakes and coach agents to better serve the customer by following the right process we educate the agent to better work following the quality guidelines o to follow the right process know the most common mistakes repeated to decrease the quality failures the give bad impact about the service given to the customer
- submit agent evaluation so he can know if his work right or wrong process
- taking courses about coaching and leadership
- showing the agent his performance through data to avoid repeated attributes
- adding a search engine can make the work of quality coach easier
- only multinational companies use Playvox, you can spread the word in national companies
- make videos about playvox that illustrate what is playvox to other people
March 17, 2022
Quality coach
I use Playvox to monitor and advise and follow up with other employees and also use it to coach other employees and show them how to give the customers the best experience. also, it helps me to know how to know the attributes and mistakes and show me the most common mistakes that avoid the customer getting a bad experience.
- submit agents evaluations so he can know if he is following the right experince
- taking coursises about coaching and leader ship
- showing the agent his progress while he is using the right process for the company
- attending sessions and learning how to improve your preformnce
- advertising playvox and make another companies use it.
- it should have easier case searching engine.
- Playvox needs to be automated in some areas such add inserting our quality guideline and Playvox can be monitoring cases by itself with AI
I use Playvox to monitor and follow up on other employees' work as by using Playvox we detect mistakes and coach agents to better serve the customer by following the right process we educate the agent to better work following the quality guidelines to follow the right process know the most common mistakes repeated to decrease the quality failures the give bad impact about the service given to the customer
- submit agent evaluation so he can know if his work right or wrong process
- taking courses about coaching and leadership
- showing the agent his performance through data to avoid repeated attributes
- attending sessions and learning how to improve performance
- adding a search engine can make the work of quality coach easier
- only multinational companies use Playvox, you can spread the word in national companies
- make videos about playvox that illustrate what is playvox to other people
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 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
October 01, 2021
A very good product to keep an eye on
Very proficient and selective, I'm receiving quality stuff regarding day-to-day performance and I'm able to keep track of things that can improve my closing rate of the daily activity in my company. It's also very easy to use and very practical.
- Accuracy of reviews.
- Speed and compatibility.
- Very minimalistic UI.
- Increase the search period for evaluations.
- Creating a darker theme would be interesting.
September 15, 2021
Fantastic tool.
Score 10 out of 10
Vetted Review
Verified User
Playvox is being used by the entire organization. It has information such as operational procedures, where they are all very well organized within the platform, with easy access to all, which greatly facilitates the search and correct use of these articles. It also has all files related to training carried out by all employees.
- Organization.
- Notifications.
- Accessibility.
- Search bar.
September 15, 2021
PLAYVOX - Basic Knowledge
Score 10 out of 10
Vetted Review
Verified User
In general, it facilitates the assistance of our clients, making them more dynamic and complete as we need at work.
- Agility in researching information.
- Concentration of topics in a single space.
- Option to drill down into information.
- Groups that concentrate praise among the community.
- A search field with keywords.
- Easy translation.
- Fast notifications.
September 15, 2021
Playvox Review
Score 10 out of 10
Vetted Review
Verified User
Playvox is being used in a way that it stores various information about the company's procedures, as well as a community where communications are passed and feedback about the work you do within the company is also passed on. There is also a reward in points which can be exchanged for prizes within the Playvox store.
- Store information.
- Pass along feedback.
- Forward information.
- Easy navigation.
- Lack of accessibility for people with disabilities.
- lack of a search engine.
- How notifications are displayed.
September 14, 2021
It's a great tool for concentrating data and optimizing time. It could be a little more flexible to change, but it still delivers on its promises.
Playvox is used to measure the quality of service in the operation. In it, we focus on applied training, support materials and articles on the deals that must be followed. We took advantage of the space for the incentive campaign as well. Today, this tool is only used by the operation and continuous improvement team and helps us keep the team aligned with the company's events
- Calibrations.
- Store.
- Content library.
- Providing library materials that have been recently edited.
- Create a learning search field to facilitate the search for articles.
- Insert a store opening and closing button.
September 14, 2021
Playvox Review
Score 10 out of 10
Vetted Review
Verified User
Playvox is used in our organization for evaluating chats with customers, riders, and vendors. It's being used in the whole organization. Sometimes it gets slow down otherwise everything is perfect.
- Playvox's user interference is very user friendly.
- We can assess the employees performance very easily by using Playvox.
- We can easily manage the whole organization's performance.
- Filter functions can be improved by providing more detailed information.
- There should be option to evaluate group conversations as well.
- There should be option to analyze both chat and call in a single evaluation.
September 10, 2021
My Playvox review
Basically, the entire Customer Service and Service Quality areas uses the platform.
Playvox helps us with training sessions, publication of results and relevant articles, etc.
It is essential in my daily work. Playvox has improved the customer experience service across the whole company.
With the platform, we have a more direct contact that streamlined the relationship with the Quality area.
- Article publishing.
- Announcements.
- Training and testing sessions.
- Design.
- User experience (kind of hard to use).
- Social network with few features.
September 10, 2021
Precious time
Score 7 out of 10
Vetted Review
Verified User
We use Playvox to evaluate the customer experience squad and apply feedback. Otherwise, Playvox helps us to supply support material for training.
- Monitoring employee development.
- Logging calls.
- Provision of training material.
- In "sessions" when registering a new course and adding people, it is not possible to search for the names to speed up the selection.
- It is not possible to edit a published course.
September 10, 2021
Playvox, an excellent tool
Score 10 out of 10
Vetted Review
Verified User
It is being used by the entire organization. It is an excellent support tool, where we find all our doubts in files on Playvox. As said, it is an excellent user support tool. I would definitely recommend Playvox. There is no question to be highlighted; in fact, there could be a search field, to facilitate the identification of a specific file or theme, within Playvox.
- Access.
- Usability.
- Performance.
- Missing field for searching.
- Easy to identify a file.
- Graphics.
September 10, 2021
Easy to use and complete
Score 10 out of 10
Vetted Review
Verified User
We use Playvox in the whole organization. We use it to access the learning articles, to answer the trainings, to access the alerts. It's used for almost everything possible.
- It's a really fast platform.
- No bugs.
- Easy to use.
September 08, 2021
Critical and contemporary analysis of Playxvox
Score 10 out of 10
Vetted Review
Verified User
Playvox is being used in a way that it stores various information about the company's procedures, as well as a community where communications are passed and feedback about the work you do within the company is also passed on. There is also a reward in points which can be exchanged for prizes within the Playvox store.
- Store information
- Pass feedbacks
- Easy navigation
- Forward information
- Audio description.
- Research tool.
September 08, 2021
Playvox is awesome
Score 9 out of 10
Vetted Review
Verified User
They use the app for training and quality evaluation. It is used across the whole organization, and centralizes all the data that we use on a daily basis. We have quizzes, vídeos, written manuals, and we receive updates as new procedures are influence. They also use playvox in order to engage employees.
- Training.
- Quizzes.
- Videos.
- News.
- Evaluation points.
- Different activities.
- Visual.
September 08, 2021
Dynamic flows
Score 10 out of 10
Vetted Review
Verified User
It is the knowledge base of my area of expertise. It is where everything is posted and evaluated. It also shows my level of learning so my colleagues and leaders can follow my development in the company.
- Performance evaluation.
- Knowledge base.
- Yield chart.
- Keyword search.
August 30, 2021
Playvox in Brazil.
Score 10 out of 10
Vetted Review
Verified User
Playvox is used as a library with classes and articles for employees, in addition to monthly evaluations on attendance.
- Organization.
- Availability of class library.
- Evaluation criteria.
- Search by keyword.