Playvox: A tool that changed our perspective towards QA processes
November 14, 2021

Playvox: A tool that changed our perspective towards QA processes

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

Overall Satisfaction with Playvox

Playvox is being used at our company to evaluate all sorts of live chat, email, and call interactions between our employees and the customers/vendors. My team evaluates these interactions using different scorecards designed separately by our teams for each modality. On top of this, we also launch coaching for our agents on the mistakes made during the interactions in order to help them improve. From a QA manager's perspective, Playvox gives great visibility to what my QA team is doing and has plenty of options to keep a check on disputes being correctly managed and handled.
  • Multiple automated reports based on individual scorecards
  • Complete visibility of data and reports on a daily, weekly, monthly, and quarterly basis
  • Being able to launch coaching along with each evaluation with any errors
  • The layout gets weird when opened on a mobile browser and clickable items sometimes disappear
  • Having a "night mode" would be very useful
  • Helped in increasing the CSAT scores since the mistakes pointed out by the QAs were directly affecting the customer experience
We started using playvox on day one and didn't switch to any other tool since it was worth the money. Our teams haven't been able to identify any off-putting issues with the tool and the fact it's quite intuitive and easy to use, makes it one of the best products in the market.

Do you think Playvox delivers good value for the price?


Are you happy with Playvox's feature set?


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?


Playvox is a perfect tool for any company that works online for customer/vendor services since it easily integrates with the tools like salesforce etc and is very convenient when evaluating chat/calls. Its analytical functions, on the other hand, allow you to keep track of the scores for all employees, measure progress or regression, and discover problems to tackle.