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Playvox

Playvox

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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Learn from top reviewers

Promising tool but not suitable for global organizations; bad support (worst vendor I have worked with)

Rating: 1 out of 10
November 20, 2024
Vetted ReviewVerified User
We were very excited about implementing Playvox as a wfm tool. We have a global organization and 24/7 coverage over multiple channels and languages. We needed a workforce mana...
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Verified user
Vice-President
Playvox1 year of experience

Trust me, just check it

Rating: 10 out of 10
December 13, 2023
IncentivizedVetted ReviewVerified User
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 in our customer service.
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Davit Nadiradze
Manager - Customer Service
Live Operations Team Lead
Glovo
Playvox2 years of experience

Playvox is an easy, one-stop product for quality assurance needs!

Rating: 9 out of 10
February 23, 2023
IncentivizedVetted ReviewVerified User
We use Playvox for quality assurance purposes. It is specifically maintained by our QA team, but accessible by all of our operations agents to receive specific quality feedbac...
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Michael Jacobson
Manager - Customer Service
Manager E-Services
Step Up For Students
Playvox3 years of experience

Great tool to rate and improve work quality of agents.

Rating: 9 out of 10
September 13, 2022
IncentivizedVetted ReviewVerified User
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...
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Marina Vicente dos Santos
Team Lead - Customer Service
Customer Services Team Lead
Just Eat Takeaway
Playvox1 year of experience

Playvox is so good, no?

Rating: 8 out of 10
June 9, 2022
IncentivizedVetted ReviewVerified User
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 fo...
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Diana Kalikanova
Manager - Customer Service
Junior Team Leader
Glovo
Playvox2 years of experience
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Video Reviews

3 videos

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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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Pricing

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Playvox

Playvox

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

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Alternatives Pricing

Verint Workforce Management

Verint Workforce Management

N/A
Unavailable
What is Verint Workforce Management?

Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of…

Talkdesk

Talkdesk

$85
per month per user
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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Product Details

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 Screenshots

Screenshot of Give your team real-time feedback and allow them to discuss evaluation results with our built-in collaboration messaging. Generate advanced reports based on agent evaluations. Quickly identify areas of improvement and add personalized agent dashboards to give them visibility of their results. Conduct quality calibrations, to measure and identify areas for improvement. Help your team deliver consistency in their QA evaluation process.Screenshot of Provide your customer service team with all the educational information they need and allow them to take courses and paths in the learning topics they want to improve on. Identify areas in which your agents need to be trained on, send them targeted learning courses and easily track their results. Review your team’s progress and evaluate their knowledge by creating quizzes and comprehension checks.Screenshot of Connect data, measure and consolidate your agents’ KPIs such as NPS, CSAT, AHT, among many others. Detect problems when they occur. Track team progress. Give visibility. Easily measure where your team members stand and identify the KPIs they need to improve on. Create dashboards for your team to view, customize your objectives and keep track of your teams’ progress.Screenshot of Customize your online store with rewards and gift cards for team members to exchange based on their results. Reward your team with Karma Points and allow them to redeem their points in your customized online store. Publicly recognize peer with badges, based on their quality results and performance. Access our social community wall where your team can exchange ideas, ask questions and share relevant information.Screenshot of Coach agents based on the identified customer service problems, as quality is achieved by driving continuous improvement. Create coaching sessions based on your team’s quality and performance results. Based on recurring customer service problems. Tailor all sessions to your needs. Create interactive coaching cards with goals and dates of achievement to easily organize and keep track of all your sessions.

Playvox Integrations

Playvox Competitors

Playvox Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesGlobal
Supported LanguagesEnglish, 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.

Medallia Agent Connect, Klaus, and Scorebuddy are common alternatives for Playvox.

Reviewers rate Support Rating highest, with a score of 3.8.

The most common users of Playvox are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews From Top Reviewers

View all reviews
(1-5 of 187)

Promising tool but not suitable for global organizations; bad support (worst vendor I have worked with)

Rating: 1 out of 10
November 20, 2024
Verified User
Vice-President in Customer Service
Hospitality Company, 1001-5000 employees
Vetted Review
Verified User
Playvox
1 year of experience
Likelihood to Recommend
We were never able to complete the implementaton due to missing basic functionality such as balancing global and local scheduling. The team we worked with became increasingly disengaged until the point when we had no choice but cancelling the contract. In our experience, the support were received was very poor

Playvox is an easy, one-stop product for quality assurance needs!

Rating: 9 out of 10
Incentivized
February 23, 2023
MJ
Michael Jacobson
Manager E-Services
Step Up For Students (Non-Profit Organization Management, 201-500 employees)
Vetted Review
Verified User
Playvox
3 years of experience
Likelihood to Recommend
Playvox is a good overall tool for quality assurance. Scorecards and metrics are customizable and easily editable, so current needs can always be addressed. Reporting and analytics are solid, but you have to be mindful that it will always switch back to a default time frame of "this week".

Great tool to rate and improve work quality of agents.

Rating: 9 out of 10
Incentivized
September 13, 2022
MV
Marina Vicente dos Santos
Customer Services Team Lead
Just Eat Takeaway (Consumer Services, 201-500 employees)
Vetted Review
Verified User
Playvox
1 year of experience
Likelihood to Recommend
Playvox is well suited to rate and track process adherence and work quality percentual. It is also great to document coaching and track advisors' development, as well as to do knowledge checks through quizzes. It is not so appropriate if you need to see the previous coachings made, since those cannot be opened when they finished.

Playvox is so good, no?

Rating: 8 out of 10
Incentivized
June 09, 2022
DK
Diana Kalikanova
Junior Team Leader
Glovo (Logistics & Supply Chain, 51-200 employees)
Vetted Review
Verified User
Playvox
2 years of experience
Likelihood to Recommend
It is perfect for a company that works online, and conducts customer service through any CPM systems, since it can easily integrate into any of them. It is very convenient when evaluating chat calls that are made of course online. On the other hand, its analytical functions will allow you to monitor the company's agents, track progress or regression, and identify problems to solve.
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