Great tool, great support!
March 11, 2021

Great tool, great support!

Cel Ponc | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

We use Playvox to analyze the quality of the interactions of our B2C Customer Support agents. To provide them with feedback, training and coaching. Also to track their performance by using the scorecards.
  • The integration with Slack makes it great for the day to day interaction with the agents
  • Great support team, our experience with them was really great, 10 points for customer success and support! Also very open for feedback.
  • Easy to implement and use, very pleasant user experience for agents.
  • Automation of Workloads for Quality and Performance Analysis, it makes it easier for everyone to just go and do what we need to do regularly.
  • We need to be able to integrate the information from each of their modules (Learning, Quality, Coaching) into one big dashboard, and with Playvox it is still not possible. It is necessary to go manually to each of the modules to get the full picture of each agent
  • Their reporting is still basic, it is not possible to get some of the insights we need.
  • More efficient task distribution: less time, more people involved
  • More efficient way to provide feedback to each agent
  • Improvements on the quality of the interactions from the moment we started

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Very useful when it comes to getting rid of spreadsheets when trying to analyze the quality of CS interactions. And great for providing feedback for the agents.

With the scorecards system, we were also able to adapt them and use them to measure not only quality but also performance.

When using more than one module (Quality, Learning, Coaching): Perhaps when it comes to "having a 360º view" of each of the agents, it is still not being able to integrate all the information from the different modules.