Playvox, a cut above the rest!
November 12, 2018
Playvox, a cut above the rest!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Playvox
My organization uses Playvox to complete quality reviews for 5+ interaction channels to ensure continuity across all departments. By implementing Playvox in our day to day quality checks we are able to identify disconnects in our training platform, as well as continued development strategies. This allows us to make incremental adjustments to our training and development approaches immediately to better support our team.
Pros
- Provides a single interface that is user-friendly and easy to navigate.
- The ability to build your own scorecards means that any organization can use this platform and customize the data depending on what is important to their culture.
- Gamification - The Playvox tool offers great suggestions on how to gamify the quality assurance process.
Cons
- Expand the gift card options so that companies like ours who employ team members around the world can offer more options. Most of the cards offered are US based businesses only.
- Allow for mass updating (i.e. ability to deactivate multiple team members at once). We are very seasonal and ramp down quickly so this feature would be awesome.
- Allows agents to review and ask questions within the platform, which provides a more efficient flow of communication. Reduces agent downtime
- Is a unified platform which allows the QC monitor to access all parts of the interaction, from the ticket details to the recording.
MaestroQA is one that we evaluated at the same time as Playvox. What we found is that MaestroQA wasn't as user-friendly. With how we ramp up so quickly every season, we needed a platform that new team could get into and understand quickly.
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