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Playvox review
October 13, 2021

Playvox review

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

Playvox is being used by my department only, the QTK (Quality training knowledge). We use it to check and monitor customer service agents' chats with the customers themselves.
  • It allows evaluated agents to comment through the Platform without using a different one in order to communicate with us on the evaluation itself.
  • It’s pretty easy adding editing and moving around new and old users.
  • The interface itself isn’t very hard to comprehend and understand new evaluation agents don’t require many explanations in order to understand how to reach and read the evaluations.
  • Playvox is very slow sometimes, which makes it difficult to evaluate.
  • Entering the system when having a feedback session with an evaluated agent can sometimes take a lot of time because of this, most of the agents we evaluate don’t have much time in their hands because they are Working on an hourly payment basis so time is limited and every minute counts.
  • We often use the evaluation ID as the link to the chat that evaluation is based on therefore after creating several evaluations for the same or different agents when looking on the list and then clicking on the ID it automatically sends you to the evaluation itself instead of the chat even though clicking everywhere on the evaluation from the list whether it’s ID or just the name of the agent will send you to the evaluation itself.
  • The interface is very old looking And not very customizable.
  • Without it we wouldn’t be able to evaluate agents and monitor the work at the customer service at all, so you can see it was a great positive impact.

Do you think Playvox delivers good value for the price?

Not sure

Are you happy with Playvox's feature set?

No

Did Playvox live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Playvox go as expected?

I wasn't involved with the implementation phase

Would you buy Playvox again?

Yes

It is easier to use when trying to edit, add, or move around users. The interface is old-looking and very slow. It is sometimes hard to use because there are a lot of missing features, and in general, the system itself isn’t making our job in the workday easier as it should.