Item: Playvox
Rating: 9
Author: Michael Jacobson

Overall Satisfaction with Playvox

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

Playvox has allowed us to centralize ALL quality assurance across ALL departments.
Playvox has allowed our entire QA team the opportunity to work remotely instead of in-office.

Other Software Used

SnapEngage, TINYpulse, Zendesk

Likelihood to Recommend

Playvox is a good overall tool for quality assurance. Scorecards and metrics are customizable and easily editable, so current needs can always be addressed. Reporting and analytics are solid, but you have to be mindful that it will always switch back to a default time frame of "this week".

Comments

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Donna Lightfoot
commented a year ago
Thank you for your review and sharing your experience with Playvox. Your feedback is appreciated as we are diligently working to ensure a better experience for our customers.

Playvox is an easy, one-stop product for quality assurance needs!