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
  • Filters for pulling up the necessary chats for evaluation.
  • The ability to create a scorecard for the evaluation of chats.
  • The possibility of obtaining analytical data and setting up reports in automatic mode, which allows the top manager to save time.
  • User-friendly and intuitive interface.
  • Community within the system, which allows you to be on the pulse about new updates of the company.
  • Search for ratings for the agents themselves, sometimes agents do not understand what ratings they generally received for a month or another period.
  • Analytics and reporting are a bit inconvenient in the search, it would be good to add a mini directory.
  • The meaning of all awards and badges are not clear.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Monitoring the transactions daily
  • making calibrations with another quality teams
  • get the overall quality score by exporting the data monthly
  • provide application for smart phones
  • add chat feature with users
  • get notifications with sound
  • get access to the agents to see each others evaluations
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • showing the agent his performance through data to avoid repeated attributes
  • taking courses about coaching and leadership
  • attending sessions and learning how to improve performance
  • only multinational companies use Playvox, you can spread the word in national companies
  • only multinational companies use Playvox, you can spread the word in national companies
  • make videos about playvox that illustrate what is playvox to other people
April 18, 2022

Playvox Review

Score 10 out of 10
Vetted Review
Reseller
Review Source
  • Quality control
  • Guiding the client on the right way to work
  • Identifying errors directly and directing them to avoid them
  • There are many languages, but we need Arabic
  • It has a good speed, but we need a higher download speed to save the customer time
  • The employee's performance is calculated as a percentage
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Improving the team scores
  • It shows our mistakes to solve it
  • It shows how to deal with customers to always help make the best experience.
  • Fewer filters to make it easier for the viewers and users.
  • Emails what we got on the working should have more details.
  • Make it faster as possible.
April 09, 2022

Review of Playvox

Score 10 out of 10
Vetted Review
Reseller
Review Source
  • Quality control
  • Guiding the client on the right way to work
  • Identifying errors directly and directing them to avoid them
  • Provide better quality thus business prosperity
  • Agents understand their mistakes at work accurately and simple at the same time
  • Fewer errors at work when using Playvox
Score 10 out of 10
Vetted Review
Reseller
Review Source
  • Choose random samples of cases to be monitored.
  • Well organized and extracting team performance.
  • coaching agent and monitoring chats
  • As a result, quality defects have been eliminated.
  • It aided agents in achieving higher levels of performance.
  • It allowed managers to identify each agent's weak spot.
abdelhamid mady | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • quality control
  • It helps to correct errors
  • The employee's performance is calculated as a percentage
  • There are many languages, but we need Arabic
  • It has a good speed, but we need a higher download speed to save the customer time
  • During quality control, all data appears at the same time, but sometimes some data such as chat disappears, which makes us download the page again
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Quality control
  • Guiding the client on the right way to work
  • Identifying errors directly and directing them to avoid them
  • Customer service field in general
  • The field of sales that needs quality guidelines to complete sales operations in correct and deliberate steps
  • Any other field that needs continuous training and observations to maintain good production properly
March 31, 2022

Playvox Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Choose random samples of cases to be monitored.
  • Help agents with coaching.
  • Well organized and extracting team performance.
  • Improve progress plans for agents.
  • Clear calculation for team performance.
Ayman Ahmed | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Taking courses about coaching and leadership.
  • Attending sessions and learning how to improve performance.
  • Adding a search engine can make the work of quality coach easier.
  • Advertising playvox and make another companies use it.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Submit agent evaluation so he can know if his work right or wrong process.
  • Taking courses about coaching and leadership
  • Showing the agent his performance through data to avoid repeated attributes.
  • Attending sessions and learning how to improve performance.
  • Monitoring agent.
  • Only multinational companies use Playvox, you can spread the word to national companies.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Submit agents evaluations so he can know if he is following the right experience.
  • Showing the agent his progress while he is using the right process for the company.
  • Taking courses about coaching and leadership.
  • Positive impact it helped us to improve our company overall quality due to coaching
  • Should have chat a better chat engine.
  • Monitoring agent.
March 30, 2022

Playvox is great app.

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Showing the agent his performance through data to avoid repeated attributes.
  • Taking courses about coaching and leadership
  • Attending sessions and learning how to improve performance.
  • Showing the agent his performance through data to avoid repeated attributes.
  • Taking courses about coaching and leadership.
  • Only multinational companies use Playvox, you can spread the word in national companies.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • submit agent evaluation so he can know if his work right or wrong process
  • taking courses about coaching and leadership
  • showing the agent his performance through data to avoid repeated attributes
  • monitoring agents and sending evaluation of their work
  • coaching agents to avoid repeating mistakes
  • using Playvox show the index of company quality performance
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • submit agent evaluation so he can know if his work right or wrong process
  • taking courses about coaching and leadership
  • showing the agent his performance through data to avoid repeated attributes
  • monitoring agents and sending evaluation of their work
  • coaching agents to avoid repeating mistakes
  • using Playvox show the index of company quality performance
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • showing the agent his performance through data to avoid repeated attributes
  • taking courses about coaching and leadership
  • attending sessions and learning how to improve performance
  • showing the agent his performance through data to avoid repeated attributes
  • attending sessions and learning how to improve performance
  • only multinational companies use Playvox, you can spread the word to national companies
March 29, 2022

Playvox great program

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • showing the agent his performance through data to avoid repeated attributes
  • taking courses about coaching and leadership
  • attending sessions and learning how to improve performance
  • using Playvox show the index of company quality performance
  • monitoring agents and sending evaluation of their work
  • coaching agents to avoid repeating mistakes
March 29, 2022

Playvox is great app

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • monitoring agent
  • coaching agent
  • seeing there progress with the percentage
  • With the information passed on correctly, customers stop returning to the service.
  • I started to have more confidence in what I do.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • submit agent evaluation so he can know if his work right or wrong process
  • taking courses about coaching and leadership
  • showing the agent his performance through data to avoid repeated attributes
  • adding a search engine can make the work of quality coach easier
  • only multinational companies use Playvox, you can spread the word in national companies
  • make videos about playvox that illustrate what is playvox to other people
March 17, 2022

Quality coach

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • submit agents evaluations so he can know if he is following the right experince
  • taking coursises about coaching and leader ship
  • showing the agent his progress while he is using the right process for the company
  • attending sessions and learning how to improve your preformnce
  • advertising playvox and make another companies use it.
  • it should have easier case searching engine.
  • Playvox needs to be automated in some areas such add inserting our quality guideline and Playvox can be monitoring cases by itself with AI
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • submit agent evaluation so he can know if his work right or wrong process
  • taking courses about coaching and leadership
  • showing the agent his performance through data to avoid repeated attributes
  • attending sessions and learning how to improve performance
  • adding a search engine can make the work of quality coach easier
  • only multinational companies use Playvox, you can spread the word in national companies
  • make videos about playvox that illustrate what is playvox to other people