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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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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
Pricing
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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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Product Details
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- Integrations
- Competitors
- Tech Details
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What is Playvox?
Playvox equips modern businesses and BPOs with a comprehensive, collaborative and insightful Workforce Engagement Management suite of products including Quality Assurance, Performance Management, Coaching, Learning, Voice of the Customer, Workforce Management, and Agent Motivation software. The automated and centralized solutions integrate with customers' existing platforms and aim to empower agents, team leaders, QA analysts, and managers with the tools and real-time intelligence needed to improve the customer experience and revenue generation within hours.
Playvox believes great customer experiences start with people.
Playvox believes great customer experiences start with people.
Playvox Screenshots
Playvox Videos
Agent experience drives customer experience. Happy employees create happy customers. Excellent customer service agents drive strong customer satisfaction (CSAT) scores, increased revenue and higher lifetime value for your clients.
Leading a remote Customer Service team has never been easier. Playvox is an all-in-one software suite that improves the customer experience by improving the agent experience, from quality assurance and coaching to learning and motivation--whether your teams are in the office or working remotely.
Playvox Integrations
Playvox Competitors
Playvox Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | Global |
| Supported Languages | English, Spanish, Portuguese |
Frequently Asked Questions
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.
Reviewers rate Usability highest, with a score of 7.7.
The most common users of Playvox are from Mid-sized Companies (51-1,000 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
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
(1-5 of 5)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.
- My Business totally depends on Playvox. if its stops once we will lose many days.
- Our client management and employees both are connected with this.
- Our Quality Assurance department is totally dependent on Playvox daily reports.
Playvox is way different than other software. it is easy to use. reporting is instrumental and the selection of details is amazing. it means that we can customize the reporting. these features make it very different than other software competitively.
600
In our organization the Quality Assurance and Workforce management department. We use daily wise quality control assessments and reports with Playvox. Agents' incentives are based on their quality ratings. Every agent receives his daily performance reports and reviews. We can check daily, weekly, monthly, quarterly, and yearly performance reports. It is easy to use and no special training is required.
200
It is actually our main client who has provided the platform to control quality and other workflows. It is a multinational organization that is working around the world in different countries. Like KSA, UAE, Philippines, Singapore, Pakistan, Bangladesh, Japan, Hongkong, Malisia, Singapor and Thiland. This will be going to expand and it is all about Playvox.
- Quality control.
- Workforce management.
- Employee performance management.
- To control large number of cases.
- To maintain customer complaints quality.
- Employee management of large organization.
- The expansion of the services.
- With new projects.
- With new products.
Not Sure
- Product Features
- Product Usability
- Product Reputation
Well! The most important thing in the software is the Product Features and Usability. The reputation automatically generated while it shows up its end-user results. We can buy with High price products if we are satisfied with their features and performance. Prior Experience with the products matter but we always have to test new ways of work to make it more easy and helpful for end-users. An organization cannot grow unless its software is easy and enhanced to meet the client's expectations.
Playvox is the greatest software I ever used. It allows you to manage create and edit custom fields. It allows you to generate reports and track the daily work of your employees. It gives you the possibility to not only categorize your employees but you can also track them separately. I am amazed by knowing that we can export excel sheets to add multiple users in one shot and when you experience that your mind will only say wow. Work can be this easy? Yes, this is Playvox.
- Third-party professional services
As we are third-party or outsourced to the company. The main client has provided us this software to use.
No
- As its a SaaS application so web browser settings.
- Integrations.
- A little bit of trainings.
I am sure my company has premium support for Playvox. I extremely understanding as our daily work depends on Playvox and if any technical issue were to happen or the full workflow broke and that ends up only on the solution of that issue. In my experience it doesn't take a long time. We just email our issue and in the next few hours we are back to work. It never has happened that it took so long to get resolutions.
Yes
Yes, we reported sometime like login issues for the users but it never took very long to get resolved.
We work daily on Playvox. Sometimes it happens due to connectivity of network, server issues, fields problems etc. last month approximately 24th or 25 August we were unable to access the portal so we reported this issue to the head office and it got resolved in a few hours. The same thing sometimes happens but I salute the support team of Playvox who work hard for us to make things possible for us as end-users.
- Workflow engagement.
- User Management.
- Daily reports.
- Quality Assurance.
- Download and upload data.
- Integration with other relevant software Like CRM.
- Supporting Browsers connections as its a SaaS application.
- Data source Connectivity.
- As such I have not encountered that much difficulty in Playvox.
Yes, but I don't use it
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[.]
- Job evaluation
i don't have experience with any similar products
1500
agent / asme / team leader / quality / trainer / rtm / super vesper
1
Trainers who have taken courses tot and educational courses
- Follow up the evaluation
- divide the results according to the calendar
- exercises
- Members' ranking
- Add educational courses
Not Sure
- Product Usability
product usability
not sure about that
- Don't know
- i think no problem
- no training
yes / i think that
Add educational courses
No - we have not done any customization to the interface
No - we have not done any custom code
no additional configuration or customization mentioned
may be
In the beginning
- Quality
- Coaching
- Learning
- not sure about that
- no systems
no systems
- I don't think so at the moment
I don't think so at the moment
It is good to combine if it helps to improve
protection software
Adding educational programs, increases the purchase process
No
- i don't know
- According to the upgrade
Yes
Probably
No
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
- more efficient
- saving my time
- LinkedIn Jobs, Zoom and SAP Cloud for Real Estate
Administrators - supervisors - quality controllers- Analyzers -Users
10
-Administrators : who manage organozition and give orders to still To maintain the use of the program and also to maintain efficiency./ -supervisors : Supervising and providing support all the time to users./ -quality-controllers : Users rating and overall work efficiency while using playvox./ -Analyzers :Analysis of performance in general and knowledge of how long the organization is committed to using the correct standards./- at last Users .
- Evaluations
- Quality
- Coaching
- Reports
- Break Out of the Linear QA Box With Soft and hard Skills
- Move Away from Binary Thinking and Monitor
- Hire Creatively and Promote Employment
- Face-to-Face Video Communications
- Call Center Customer Service
- Internet of Things
September 08, 2021
Playvox is everything
Score 10 out of 10
Vetted Review
Verified User
Our entire company uses Playvox. In my area, we access support materials in customer service, we have training, we do evaluation, we have our monitoring and rewards too.
- Training of modalities that I use to serve my clients.
- Reviews of my service flow.
- Use of material to work, with details on how to serve.
- I get monthly bonuses from my performance.
- Agent evaluations.
- Agent bonuses.
- I could have a chat, ask questions.
- Facilitates the training process.
- Saves agents time.
- Enabling feedback to be sent.
- Playvox
We only use Playvox.
500
All areas of the business.
500
Various areas, from HR to public service.
- Evaluation.
- Training.
- Base material.
- Feedback.
- Feedback.
- Awards.
- Evaluations.
- Meetings.
- Chat rooms.
- Online celebrations.
Not Sure
- Product Usability
Training, Feedback, and Rewards
I only have good things to say about this platform.
November 16, 2018
Playvox is great for support and sales QA!
We currently use Playvox to evaluate our support team's customer interactions against our quality metrics. We use the coaching feature to manage coaching sessions between agents, team leads, and trainers, and as a social platform for agents to recognize agents, leads, and managers when they do something helpful for them. We use the calibrate feature to ensure all managers and leads can come to a consensus on how interactions should be evaluated. And we use the karma point system to reward agents with public kudos on a job well done and a selection of prizes.
- The evaluation forms are easy to create and use, and can be fully customized to represent the rubrics and metrics you've developed for your teams
- The platform provides good permissions and collaborative functions. Leads, managers, and others roles can have specific views for their teams, share amongst other managers and leads for input, track coachings, and manage other lead responsibilities independent of specific evaluations.
- The social element for the agents seems to have improved team morale, as agents, leads, and managers can recognize individuals and teams using badges and karma points.
- The UI is not quite as intuitive as it might be. It took some time to understand where to access specific functions and what each function was specifically for (we wrote an internal guide to help our leads and agents use it effectively)
- We are about to implement for our sales team as well, which will use Playvox a bit differently than our support team - more focused on coachings and less focused on evaluating specific interactions. It would be great to have separate teams like this clearly delineated within a single Playvox instance, but still allow support and sales agents to interact and recognize each other in the community section.
- As an admin, it would be great to change views so I could see what users at the agent level see.
- Our CSAT has improved between 6%-10% across the board since implementing Playvox
- Employee satisfaction has improved, resulting in better team morale and less agent turnover
- Employees report understanding the expectations on any interaction, and coaching directly to them makes them feel more confident they are doing their jobs well, and more certain they can get the help they need if any area needs improvement. They feel, generally, that the company is more invested in them.
- Maestro
We liked the UI of Maestro, but it lacked several of the additional features provided by PlayVox (esp. the social elements, recognition, coaching collaboration, and karma points). Also, PlayVox support has been amazing. They've actually implemented several feature requests we had, and worked closely with us to develop the best experience on this platform. Maestro support was not nearly as responsive.
40
Support team managers, team leads, and support agents (including frontline support and enterprise level support). We are adding sales agents, account managers, and sales team leads and team managers very soon.
4
Our support QA rep is the primary person for all things Playvox - she is the primary admin and develops all our evaluations and manages settings, karma, karma store, and training for Playvox. Our team leads use it for agent coaching and our manager uses it to review evaluations and coachings, ensuring everyone meets their operational goals each month.
- Support agent evaluations by QA
- Support agent coachings by team leads
- Manager and lead collaboration to ensure quality goals are met
- Support team announcements (previously using Slack, which was not as effective)
- Using the social element to get to know the team better (esp. for those who don't interface with agents daily)
- Not sure at this point, but I'll think on it!
No
Important factors included the ability to easily create and edit any evaluation forms we created, and the level of customization available to us. The ability to integrate with ZenDesk, create custom reports, and interact with managers and leads directly within the platform to track all of the activity were paramount.
Additionally, the ease of using the product, but for our admins, leads, and managers, and also the agents that we evaluated, was very important.
Additionally, the ease of using the product, but for our admins, leads, and managers, and also the agents that we evaluated, was very important.
We feel pretty good about our eval and selection process. We also evaluated MaestroQA, which had many of the features we required as well as a nice interface. But, in comparison to Playvox, we found it was lacking. once we evaluated Playvox, we realized PV had additional features we hadn't even considered before (the social aspect and the karma store were unexpected bonuses, and the extensive reports, coaching ability and "calibration" is what ultimately tipped us in favor of Playvox)