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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Features Scorecard

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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 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 173)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
First, the audit, which is conducted by a quality specialist, is received by notification to each agent. The agent receives ratings on a weekly basis. Then, the agent works with the team lead to improve the agent's work and productivity. The convenience of the platform made it possible to qualitatively evaluate the work of agents, and these assessments also affect their wages.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Playvox has auto-save feature that's like an archive that saved all things about me since day one in my company, and I saw through that my past failures from time to another to prevent repeating them in the future and gives me incentives that I can be better than the first day and do more and more
Score 10 out of 10
Vetted Review
Verified User
Review Source
Playvox helps the agents to increase their productivity and reduce the agent's time, as all monitored transactions are saved directly to each agent profile on Playvox directly, each agent can back to his/her evaluations anytime to see what the failures he/she got which helps them to avoid doing the same errors again
Score 8 out of 10
Vetted Review
Verified User
Review Source
Playvox reaps the problems and mistakes that the employees and the little things fall into, but it reaps and develops from this to create a service that is free from problems. Obstacles but this are useful for our organization because it makes the organization feel better and makes the profit better and better by a lot thanks to Playvox
Score 10 out of 10
Vetted Review
Verified User
Review Source
Real-time QA delivers substantial value as it enables customer service teams to assess agent performance while it’s happening, not after the fact. In the fast-paced contact center environment, you don’t want a poorly performing agent to take even one (let alone 10, 15, or even 100) more calls before his/her skill deficiency is resolved. If he/she does, it could have disastrous consequences by costing your organization unnecessary customer churn. so it helps us to save out intervals and save agents' rights that you can save the intervals required from the company
April 18, 2022

Playvox Review

Score 10 out of 10
Vetted Review
Reseller
Review Source
The time and day of the chat, first and foremost, so that we can identify when this agent should be educated on this failure and the various monitoring systems that we used. provides the attributes' qualities and criticals so that the agent may determine whether or not he is affected by the failure and which critical. Coaching is a really effective method.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The company chose Playvox because the effect is improving the agents skills and shows the mistakes that the agents do to make the leaders and company solve it as soon as possible. When doing sessions on Playvox it gives the agents energy to improve and avoid any future mistakes and any failures in quality to make the customer satisfy the max.
April 09, 2022

Review of Playvox

Score 10 out of 10
Vetted Review
Reseller
Review Source
First and foremost, the time and day of the chat so that we can determine when this agent should be coached on this failure and the various monitoring methods that we utilized. includes the characteristics and criticals of each attribute so that the agent can determine if he is affected by this failure and which critical. Coaching is an extremely useful technique.
Score 10 out of 10
Vetted Review
Reseller
Review Source
I was able to improve my responses by using the pre-prepared methods; it is critical to delivering the same information on the same issue to two distinct clients. To provide great service to all of our customers, the entire business must maintain response and procedural lines. New clients will arise if you maintain a high level of service.
abdelhamid mady | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
First of all the time of the chat and the day so we can know when this agent should be coached on this failure and the many monitoring types that we used. also the attributes and the critical of each attribute so the agent can know if he falls in this failure on which critical he effects. the tool of coaching is really important
Score 10 out of 10
Vetted Review
Verified User
Review Source
It greatly affected the progress of the work. For example, when we talk about saving Agents time, the features offered by Plavox help make it easy for the agent to know his mistakes and how to work properly instead of the customer spending extra time and effort.
March 31, 2022

Playvox Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
Playvox process all data related to agents' performance, progress and transform them into clear data, and make it organized to help the manager to make clear decisions it also be useful for a manager to monitor agents to detect mistakes on spot and advise agents on this mistakes that would be very helpful in real-time reporting.
Ayman Ahmed | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Real-time QA delivers substantial value, as it enables customer service teams to assess agent performance while it’s happening, not after the fact. In the fast-paced contact center environment, you don’t want a poorly performing agent to take even one let alone 10, 15, or even 100 more calls before skill deficiency is resolved. it could have disastrous consequences by costing your organization unnecessary customer churn. so it helps us to save out intervals and save agents' rights and coaching without losing our time.
Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to pass the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to pass the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
March 30, 2022

Playvox is great app.

Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to pass the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to passing the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to passing the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to passing the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
March 29, 2022

Playvox great program

Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to passing the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
March 29, 2022

Playvox is great app

Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to passing the same information on a certain subject to 2 different clients. The entire organization must maintain response and procedure lines so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
March 28, 2022

Playvox great program

Score 10 out of 10
Vetted Review
Verified User
Review Source
With the pre-prepared procedures, I could improve my answers, it is crucial to passing the same information on a certain subject to 2 different clients. The entire organization must maintain a response and procedure line so that we can have quality service for all our customers. And maintaining a quality service, new customers will emerge.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Real-time QA delivers substantial value as it enables customer service teams to assess agent performance while it’s happening, not after the fact. In the fast-paced contact center environment, you don’t want a poorly performing agent to take even one (let alone 10, 15, or even 100) more calls before his/her skill deficiency is resolved. If he/she does, it could have disastrous consequences by costing your organization unnecessary customer churn. so it helps us to save out intervals and save agents' rights by that you can save the intervals required from the company
March 17, 2022

Quality coach

Score 9 out of 10
Vetted Review
Verified User
Review Source
real-time QA delivers substantial value, as it enables customer service teams to assess agent performance while it’s happening, not after the fact. In the fast-paced contact center environment, you don’t want a poorly performing agent to take even one let alone 10, 15, or even 100 more calls before his/her skill deficiency is resolved. If he/she does, it could have disastrous consequences by costing your organization unnecessary customer churn. so it helps us to save out intervals and save agents' rights and coaching without losing our time.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Real-time QA delivers substantial value as it enables customer service teams to assess agent performance while it’s happening, not after the fact. In the fast-paced contact center environment, you don’t want a poorly performing agent to take even one (let alone 10, 15, or even 100) more calls before his/her skill deficiency is resolved. If he/she does, it could have disastrous consequences by costing your organization unnecessary customer churn. so it helps us to save out intervals and save agents' rights by that you can save the intervals required from the company