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In Depth Review Of Playvox
September 10, 2021

In Depth Review Of Playvox

Brian Donovan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

Playvox is being utilised by Dropbox to perform quality assurance evaluations of Bot, Email, Live Chat, and Phone interactions with our customers.
  • Workload management.
  • Quality assurance.
  • Quality scorecards.
  • Dispute management.
  • Better integration with Zendesk Ticketing.
  • Better granular filtering of Zendesk Ticketing.
  • Better separation of Zendesk Ticket interaction types.
  • Better management of our quality analysis projects.
  • Great single platform/location for management of multiple interaction types.

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 a particularly good platform for housing/performing multiple types of Quality Analysis types/projects in one single location. It is very intuitive to use in either the Agent or Analyst modes that I have had the opportunity to use to date. The layout and aesthetics of this platform are pleasing to the eye and are not jarring, as other similar platforms with poor design tend to be. Unless Playvox can be better integrated with Zendesk ticketing, then its effectiveness could be diminished slightly, as I have had some experiences where Playvox does not granularly separate Zendesk ticket/interaction types in the way that I require.