1. Home
  2. Call Center Workforce Optimization Software
  3. Playvox Reviews
  4. User Review of Playvox
We used it and stopped. Here's my honest review.
June 13, 2019

We used it and stopped. Here's my honest review.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

We used Playvox within our contact center, both in sales and support teams. Also, we used it in the service quality assurance department. The main purpose is to monitor and analyze sales and support functions within all touchpoints: calls, chats, messages, emails.

Bad Sales Analysis
Bad Support Analysis
Check of chats with low CSAT/NPS
Check of calls with low CSAT/NPS
  • Keeps all checked data in one tool
  • Badges and gamification
  • Pretty good UI, the tool is really fast and responsive
  • Lack of guides on how to use Playvox for the most efficiency
  • Lack of guides on what scorecards should be used in particular areas
  • Scorecards constructor should have 2 modes: simple and advanced. Sometimes we didn't have some needed functions in particular scorecards.
  • It would be great to have a customer success consultant who would guide you to reach good numbers
  • Really poor/boring video manuals
  • We noticed that the time spent by QA team and contact center supervisors to fill and check scorecards grows and the process becomes more expensive.
  • We could not connect Playvox usage with the increase or decrease of agents' performance.
  • CSAT in chats and calls had some positive dynamics - metrics grew up to 3 p.p. Anyway we haven't seen some positive numbers in ROI.
Playvox is one of the leaders in the industry. It has lots of good reviews on different sources. Playvox is nearly the first tool that appears on the first page when you Google "tool for service quality assurance". We needed a tool that would be easy to use and not only for the QA team or Contact Center supervisors but also for the agents.
Asana, Intercom, Bold360, Zendesk Chat (formerly Zopim), Slack
Playvox is good for small teams without complicated business processes. For example, if you don't need to check like 5 or more different internal policies that should be followed by an agent within one interaction. It is good if you want to have a nice tool to keep all check results in one place. It is also good if you want to engage your agents into this tool by gamification. It is less appropriate if you have a big team and you have lots of complex processes. In that case, one scorecard would be pretty huge for filling.