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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

(245)

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 193)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Playvox is easy to use and understand for employees of all levels.
  • Playvox content is customizable to meet our needs.
  • Playvox integrates well with other software we use such as Zendesk.
  • Playvox reports always default to "this week". You can change the time frame, but as soon as you select another stat to report, you're back to "this week", so you have to be mindful of what you're looking at.
October 23, 2022

Playvox review

Perveaz Amjad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • I am amazed with the features of Playvox, it is so easy to communicate with consignees.
  • It works effectively and is easy to edit save and view.
  • It is very lite on the network so even when at the same time many users are opening the same page it never gets stuck/hung up or slows down the network/internet.
  • just cache make it slower some time but overall its good
  • As such, if you ask, I am pretty happy as a user of Playvox. I never face any bug or error during my use.
  • I can tell only what i use its amazing fast and convenient.
  • Reporting database while we download in Excel showing some extra spaces that sometimes make hurdles but it can easily fix up there as well.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Quality goal tracking (%).
  • Documentation and tracking of coachings.
  • Possibility to see if advisors checked the monitoring/coachings.
  • Not possible to see all detailed info from previous coachings.
  • I cannot find quiz from previous months, unless someone sends me a link for it.
  • It would be good to have a dashboard with all team members to see how many monitorings they have received in the month so far and if they have ongoing coaching.
September 07, 2022

Playvox For Better Business

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Provide view of the upto date trends of the performance of the program
  • Reliable reference guide for agents on how they track their QA performance
  • Consistent data provider for getting the insights of how teams did overall in QA
  • Less latency since there are some latency in switching to pages.
  • More indepth view when viewing categories.
  • Able to hold actual recordings for audits.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Fully Custom Scorecards
  • Quality Management
  • Coaching interface
  • AI-powered Forcasting
  • Optimized agent-level dashboards
  • The integration with HelpScout is nice but lacking. Often we find that the data coming from the integration isn't quite reliable and we need to double our efforts in order to guarantee accurate information.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
ResellerIncentivized
  • 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
  • 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.
Score 10 out of 10
Vetted Review
ResellerIncentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Ayman Ahmed | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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.
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