Playvox review
September 14, 2021

Playvox review

Perveaz Amjad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Playvox

This is our main reporting system and employee management system. we manage Quality Control, Turn Around Time control, and customer complaints handling backend management. we also use the data to maintain MIS reports and quality checking series on Playvox. it is our daily tool where every customer support agent getting his selected analyzed chat report with the customer. The quality assurance department mainly working on Playvox.
  • I am amazed with the features of Playvox, it is so easy to communicate with consignees.
  • It works effectively and is easy to edit save and view.
  • It is very lite on the network so even when at the same time many users are opening the same page it never gets stuck/hung up or slows down the network/internet.
  • As such, if you ask, I am pretty happy as a user of Playvox. I never face any bug or error during my use.
  • I can tell only what i use its amazing fast and convenient.
  • Reporting database while we download in Excel showing some extra spaces that sometimes make hurdles but it can easily fix up there as well.
  • My Business totally depends on Playvox. if its stops once we will lose many days.
  • Our client management and employees both are connected with this.
  • Our Quality Assurance department is totally dependent on Playvox daily reports.
Definitely, as an agent when it comes to performance, it shows all the pinholes and dark areas to recover. Agents are analyzing their own performance and when their incentive is attached with the marks of Playvox you can imagine how important is this. it is providing daily, weekly, monthly, quarterly, and yearly quality reports. Playvox is a giant in the industry of customer services and quality control industry.
In the manual workflow, there are a lot of issues that can happen. We have to work harder and harder to fulfill business requirements. But Playvox makes it easy, smooth, and effective. 10 employees work can do 1 person alone and manage the reporting of workforce and Quality assurance. It has amazing features that could detect and sort issues automatically. even i simple business will be computerized and more effective with the use of Playvox.

Do you think Playvox delivers good value for the price?

Yes

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

I have worked in multinational banks where I use lot of other software but it was never this easy to use and user-friendly. After I encountered Playvox, I always recommend it to all of my acquaintances. When we work in a big organization and there are work limits, we need to use this kind of light and complete program that can make daily work faster and easier.

Using Playvox

600 - In our organization the Quality Assurance and Workforce management department. We use daily wise quality control assessments and reports with Playvox. Agents' incentives are based on their quality ratings. Every agent receives his daily performance reports and reviews. We can check daily, weekly, monthly, quarterly, and yearly performance reports. It is easy to use and no special training is required.
200 - It is actually our main client who has provided the platform to control quality and other workflows. It is a multinational organization that is working around the world in different countries. Like KSA, UAE, Philippines, Singapore, Pakistan, Bangladesh, Japan, Hongkong, Malisia, Singapor and Thiland. This will be going to expand and it is all about Playvox.
  • Quality control.
  • Workforce management.
  • Employee performance management.
  • To control large number of cases.
  • To maintain customer complaints quality.
  • Employee management of large organization.
  • The expansion of the services.
  • With new projects.
  • With new products.
I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business

Evaluating Playvox and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
Well! The most important thing in the software is the Product Features and Usability. The reputation automatically generated while it shows up its end-user results. We can buy with High price products if we are satisfied with their features and performance. Prior Experience with the products matter but we always have to test new ways of work to make it more easy and helpful for end-users. An organization cannot grow unless its software is easy and enhanced to meet the client's expectations.
Playvox is the greatest software I ever used. It allows you to manage create and edit custom fields. It allows you to generate reports and track the daily work of your employees. It gives you the possibility to not only categorize your employees but you can also track them separately. I am amazed by knowing that we can export excel sheets to add multiple users in one shot and when you experience that your mind will only say wow. Work can be this easy? Yes, this is Playvox.

Playvox Implementation

From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
  • Third-party professional services
As we are third-party or outsourced to the company. The main client has provided us this software to use.
  • As its a SaaS application so web browser settings.
  • Integrations.
  • A little bit of trainings.

Playvox Support

It is my pleasure to have an opportunity to give top ratings to Playvox. It made a small agent life easy that is earning very little for their family daily needs. It reduces his hard work to an easy daily routine. Playvox deserves these ratings. I would like to extend my congratulations to Playvox team on these great successes and good luck for the future.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
I am sure my company has premium support for Playvox. I extremely understanding as our daily work depends on Playvox and if any technical issue were to happen or the full workflow broke and that ends up only on the solution of that issue. In my experience it doesn't take a long time. We just email our issue and in the next few hours we are back to work. It never has happened that it took so long to get resolutions.
Yes - Yes, we reported sometime like login issues for the users but it never took very long to get resolved.
We work daily on Playvox. Sometimes it happens due to connectivity of network, server issues, fields problems etc. last month approximately 24th or 25 August we were unable to access the portal so we reported this issue to the head office and it got resolved in a few hours. The same thing sometimes happens but I salute the support team of Playvox who work hard for us to make things possible for us as end-users.

Using Playvox

Playvox deserves this rating and no one can reduce it. I had used HRMS, Finone, CRM, and much other software. But Playvox has its own sentiments for new and old users. Even though trainees can work easily on Playvox in a few days. It is highly recommended for new and old business setups.
ProsCons
Like to use
Relatively simple
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Difficult to use
  • Workflow engagement.
  • User Management.
  • Daily reports.
  • Quality Assurance.
  • Download and upload data.
  • Integration with other relevant software Like CRM.
  • Supporting Browsers connections as its a SaaS application.
  • Data source Connectivity.
  • As such I have not encountered that much difficulty in Playvox.