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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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Recent Reviews

TrustRadius Insights

Playvox has been widely utilized by users across various industries to improve their quality assurance processes and enhance the overall …
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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
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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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

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 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 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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Comparisons

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Reviews and Ratings

(247)

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!

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 192)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
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 feedback for calls, chats, emails, application processing and such. It's used for scoring and for analytics and reporting of quality results.
October 23, 2022

Playvox review

Perveaz Amjad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
using Playvox in my work to know about issues I have in my job like: support agents, customers have issues, Know the daily evaluation And give feedback to employees.I am using play vox every day about one or two times a day. Playvox helps me to Know evaluation by means of charts. on Playvox can know about you job in last week or last month
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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 they can improve and how. We use Playvox to document ongoing coaching as well; this helps us track the development of advisors.
September 07, 2022

Playvox For Better Business

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Playvox to conduct audit of calls of our agents in our contact center supporting Turo. This is where our Quality Analysts upload their audit which contains their findings and feedback on how the agents handled their calls and emails. This is also the tool that our agents acknowledge for their audits. The same tools that is used by our team leaders for coaching.
Score 10 out of 10
Vetted Review
Verified User
We use the platform in analytics and reporting. We take reviews, reporting that would show movements in a particular KPI we are measuring. This gives us a better view of the movement in terms of numbers and performance. Focusing on each KPI at a time where we see more impact and gains.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use Playvox to track performance and Quality Assurance. Playvox helps my team to determine areas of opportunity and to create action plans based on actual data and reports. In addition to this, the team members are involved and aware of their own performance and how they can implement suggestions to meet and exceed KPIs.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Exodus uses Playvox to maintain a certain level of quality department-wide in regard to customer interaction. Every day we answer hundreds, if not thousands, of emails and do so with certain quality goals in mind. Playvox is the tool our quality assurance team uses to sift through these replies and provide critical feedback to our team members.

Playvox provides a super simple, modular, interface that we mold to fit our needs. In this case, we've created metrics/standards that each and every reply must meet. A tiny sample of these are as follows:
  • Did our team send the correct links to our customers?
  • Did our team use the customer's name when available?
  • Did we address all of our cutomer's concerns?
Using Playvox, we're able to provide one of, if not the best customer experience in crypto and we're proud of that.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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).
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I'm an agent to serve customers with there problems, Playvox used by my quality coach in monitoring me and agents, that they used to evaluate my performance and AHT, I had a misunderstanding in my tasks and my quality coach told me that's wrong and viewed me the right through Playvox with accurate details that's incredible but already happened, and my total performance got better through right coaching that's a result from a right and great system
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Playvox is the best monitoring software for any Quality team, as we can find all tasks we need as quality analysts are supported in Playvox, we can monitor the agent's chats daily, we can coach them immediately if they get any failure using Playvox, we can also make gauge score on team leaders evaluations to get the variance between quality team score and the operations score
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Playvox for many things, including monitoring chat and calls, and this is a difficult thing because this is required to improve the quality of chat with customers and drivers. This is a very useful thing and couching is easy so it's perfect to small business to work with it
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
April 18, 2022

Playvox Review

Score 10 out of 10
Vetted Review
ResellerIncentivized
The majority of the company's employees use this program, which aids in the monitoring of staff quality. Our work system is talked customer service, which managers monitor via the Playvox application, and employees learn whether they are performing properly and are suited for a decent work environment or not. And this software is fantastic because it keeps the data for more than a month without removing it. One of the advantages of this application is that it is simple to use and control, whether by employees, supervisors, or quality monitors who are in charge of watching employees and determining whether or not they have solved the problem correctly.
Score 10 out of 10
Vetted Review
Verified User
I'm using Playvox to know what I am doing in chats with customers and trying to help them and solve their problems. As soon as possible while my quality agents monitored what I was doing and what I should do with chat and how to improve my skills after they finished they sent it to us via e-mail to check it, than my team leader offered assistance and sessions on it to improve my quality and skills.
April 09, 2022

Review of Playvox

Score 10 out of 10
Vetted Review
ResellerIncentivized
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, and Playvox has really assisted me in terms of ongoing quality monitoring and in a simplified manner, based on my experience. Based on my expertise and ongoing interactions with customers with a variety of problems, certain problem-solving measures must be performed to please the client and ensure that the workflow is accurate. Playvox keeps track of these processes and assesses what's proper and wrong so that mistakes can be avoided in the future.
Score 10 out of 10
Vetted Review
ResellerIncentivized
Monitor, advise, and follow up with other staff, as well as coach and show them how to provide the greatest customer experience possible. It also teaches me how to recognize qualities and errors, as well as demonstrate the most prevalent blunders that prevent customers from having a negative experience, and Playvox can identify all errors and causes of quality failure, as well as coach agents to assist the business. It can also analyze data to provide clear information on on-site progress and improvement, making it easier for the company to meet its objectives.
abdelhamid mady | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
This application is used by most of the employees available in the company, and it helps to monitor the quality of employees, where our work system is chatted customer service and managers monitor the chat through the Playvox application and employees discover if they are working well and suitable for a good work environment or not And this application is very good and excellent, and it keeps the information for more than a month and does not delete it. Among the advantages of this application is that it is easy to handle and control, whether from employees, managers, or quality monitors responsible for monitoring employees and determining if the employee has Solve the problem well or not, and this application is very helpful to most of the employees and managers in our company
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Playvox plays an important role, especially for agents to follow the quality guidelines and to follow the right process to know the most common mistakes repeated to decrease the mistakes made when doing the work. This leads to improving the performance of company agents that will make work growth faster and better service, and, of course, the ease of follow-up by the business leaders of the progress of the work method in the right way.
March 31, 2022

Playvox Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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 progress of the organization to detect all mistakes, especially the common ones to make the company focus to solve this topic and will help to coach agents also to eliminate any quality failures.
Ayman Ahmed | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Playvox does well when it comes to monitoring, maintaining, and regulating agents' performance. This tool provides great value in terms of coaching and feedback from our agents and it is very user-friendly as well. and 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
Incentivized
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.
March 30, 2022

Playvox is great app.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
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