Playvox

Playvox

Customer Verified
Top Rated
About TrustRadius Scoring
Score 9.0 out of 100
Top Rated
Playvox

Overview

Recent Reviews

Playvox Review

10 out of 10
March 31, 2022
It's great for the company to keep all the data, plans and team performance to be organized and well, it's also very useful to monitor the …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Video Reviews

3 videos

User Review: Playvox Audit Capabilities Helps Company to Maintain Quality of Customer Experience
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
User Review: Company Happily Upgraded Workforce Progress Monitoring From Spreadsheets to Playvox
03:08
User Review: Company Easily Uses Playvox to Perpetuate Quality Assurance
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 Demos

Playvox Agent Optimization Suite
Playvox Agent Optimization Suite
02:26
Agent Optimization Suite for Remote Teams
Agent Optimization Suite for Remote Teams
01:15

Features Scorecard

No scorecards have been submitted for this product yet..

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 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 TypesSaaS
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.

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

Reviewers rate Usability highest, with a score of 8.5.

The most common users of Playvox are from Mid-sized Companies (51-1,000 employees) and the Consumer Services industry.

Comparisons

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Reviews

(1-25 of 189)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
During chat I have a failure and my quality coach was monitoring me during live chat, and he send me via Playvox with that failure I have to use it as a normal thing, after that issue, all chats I have after that time I have less failures because of living monitoring happens through Playvox
Score 10 out of 10
Vetted Review
Verified User
Review Source
Playvox helps the agents to reduce doing the same errors again, as when I was agent I got Playvox notification on my mail, I got failure in this case, at the same time I had another live chat with the same case which I hot failure in it, I saw the monitored case which helped me to prevent doing the same error again
Score 8 out of 10
Vetted Review
Verified User
Review Source
That Playvox be more suitable for camping performance, work on it and development than it, this stands for many things, more development and more improvement in it and working on that, it is very useful and does not answer most companies and small or large businesses using it, it works on Evolution of things
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 index data that improve performance of company agents that will make work growth faster and better to serve the customer in a proficient way
April 18, 2022

Playvox Review

Score 10 out of 10
Vetted Review
Reseller
Review Source
Based on my experience, 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. Playvox has really helped me in terms of ongoing quality monitoring and in a simple manner. Certain problem-solving steps must be conducted to delight the client and ensure that the workflow is accurate, based on my expertise and ongoing encounters with customers with a range of challenges. Playvox maintains track of these procedures and evaluates what's right and incorrect so that mistakes aren't made again.
April 09, 2022

Review of Playvox

Score 10 out of 10
Vetted Review
Reseller
Review Source
This application is used by the majority of the company's employees, and it aids in the monitoring of employee quality. Our work system is chatted customer service, and managers monitor the chat through the Playvox application, and employees learn whether they are working well and are suitable for a good work environment or not. And this application is wonderful, as it maintains the information for more than a month without deleting it. One of the benefits of this application is that it is simple to use and control, whether by employees, managers, or quality monitors who are responsible for watching employees and assessing whether they have solved the problem correctly or not.
Score 10 out of 10
Vetted Review
Reseller
Review Source
It's great for the company to keep all of the data, plans, and team performance organized and well; it's also very useful to monitor the organization's progress to detect all mistakes, particularly the common ones, to help the company focus on solving this topic, and it'll also help to coach agents to eliminate any quality failures.
abdelhamid mady | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This app is considered one of the best applications available to us as a company, as it monitors the quality of employees, it makes managers monitor employees to make a good and appropriate work environment, and this application makes it easier for us to solve many problems within the company
Score 10 out of 10
Vetted Review
Verified User
Review Source
Based on my experience, Playvox has greatly benefited me with regard to continuous quality control and in a simplified form. Based on my experience and continuous dealing with customers with their various problems needs, specific solving steps must be taken to satisfy the customer and the workflow is correct. Playvox monitors these steps and determines right and wrong so that these mistakes are taken into account when dealing with the next time.
March 31, 2022

Playvox Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
Playvox can detect all mistakes and reasons that lead to quality failure and help to coach the agents also at this point to help the organization and can analyze data to show clear information about site progress and improvement to make it easier for the company to achieve its goal.
Ayman Ahmed | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 shows me the most common mistakes that avoid the customer from getting a bad experience.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
March 30, 2022

Playvox is great app.

Score 10 out of 10
Vetted Review
Verified User
Review Source
I had a good experience with CloudTalk in my previous company but Playvox is much more flexible and easy to use compared to other apps Playvox can adapt to any business about monitoring and coaching Playvox have a great home page that shows data of agent every month and by that follow their performance.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 that give bad impact about the service given to the customer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should be done, but nothing compared to the ease of using a Playvox.
March 29, 2022

Playvox great program

Score 10 out of 10
Vetted Review
Verified User
Review Source
I had a good experience with CloudTalk in my previous company but Playvox is much more flexible and easy to use compared to other apps Playvox can adapt to any business about monitoring and coaching Playvox have a great home page that shows data of agent every month and by that follow their performance
March 29, 2022

Playvox is great app

Score 10 out of 10
Vetted Review
Verified User
Review Source
Playvox is very suitable for associations that have many employees, as it allows training, feedback, the interaction between company colleagues, in addition to having all the relevant information for the good development of the work. In many cases, large companies have difficulty in having all the information aligned with employees, and Playvox contributes so that everyone has access to information and training. For a small company with few employees and procedures, Playvox is not that necessary, but its implementation would standardize procedures and create an environment that employees could turn to whenever necessary.
March 28, 2022

Playvox great program

Score 10 out of 10
Vetted Review
Verified User
Review Source
Playvox is very suitable for associations that have many employees, as it allows training, feedback, the interaction between company colleagues, in addition to having all the relevant information for the good development of the work. In many cases, large companies have difficulty in having all the information aligned with employees, and Playvox contributes so that everyone has access to information and training. For a small company with few employees and procedures, Playvox is not that necessary, but its implementation would standardize procedures and create an environment that employees could turn to whenever necessary.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
March 17, 2022

Quality coach

Score 9 out of 10
Vetted Review
Verified User
Review Source
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 and 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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I use Playvox to monitor and follow up on other employees' work as by using Playvox we detect mistakes and coach agents by following the right process we educate the agent to better work following the quality guidelines & to know the most common mistakes repeated to decrease the quality failures