Fantastic Functionalities for QA
April 23, 2021

Fantastic Functionalities for QA

Mihail Marinov | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Playvox

It is currently used by the whole organization, with the main focus of logging Coachings of Agents by their Team Leads, as well as conducting Quality Assurance. My part in this is overseeing the Quality Assurance aspect of it mainly, though I also review the coachings at times. I have created scorecards in the platform and have managed workloads and I would say we've been successful.
  • Easy to use
  • User friendly
  • Great idea with the possibility of including incentives
  • The platform should tell you when it's saving your draft when you create scorecards
  • More tools to manage reporting
  • It's granted us more visibility over our coachings
  • It's created a more bright & positive environment for the Agents
  • It's a simpler tool to use than previous ones
Playvox is by far superior to both of these platforms, by a wide margin. Stella Connect is a mess to use reporting wise and Scorebuddy is so basic it looks like an early 2000s school project. I wouldn't go back to either of them and would stick with Playvox if it were all up to me to decide.
Real-time reporting not much, but productivity wise it has definitely made it easier for them to find and navigate their evaluations and coachings. This, coupled with the brighter and more friendly environment brings openness and positivity to the team, which is a very important thing to us all. The Agents like it.
I love the automated QA workloads we have implemented and those have been fantastic. One functionality that would help a lot is having the ability to exclude certain Agents from those, but we've found ways to work around that. WFM wise I cannot say, but QA wise it has definitely been a positive experience that has saved time.

Do you think Playvox delivers good value for the price?

Not sure

Are you happy with Playvox's feature set?

Yes

Did Playvox live up to sales and marketing promises?

Yes

Did implementation of Playvox go as expected?

Yes

Would you buy Playvox again?

Yes

Playvox is well suited for the goals of my department. Currently a challenge we're facing is convincing one of our clients to adopt the platform as well, which I would say is a case where the platform might be less appropriate. If there's a possibility to pair companies that have all adopted the platform that'd be fantastic, though likely not feasible.