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Business and Data Future ( Playvox)
November 21, 2021

Business and Data Future ( Playvox)

Bahaa Youssef | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

Using playbox to do the following:
1. checking the interactions of the chats to monitor my agents.
2. using it for quality analysis per each team leader and analyst and their QA results.
3. checking the QA MTD for each day, week, month, and quarter helps us as quality analysts to know precisely where our agents stand for and what is left for them to be the best.
4. Checking the calibration results and doing calibration for team leaders and other junior quality analysts.
5. Checking the disputes as well if there were any, in addition to checking coaching for each agent when they fail any critical and noncritical attributes.
  • Coaching results based on old and new interactions after the coaching session instead of the old fashion way by sending an email
  • Notification for new paybox result or calibration results and connecting it with a business mail
  • Charts and figures that help us as a quality analysts to see the bigger picture about how much progress the agents are [have] to be always on the top and based on exporting the results and reporting to precisely know where the agents stand
  • Reducing the error when it comes to checking interactions of the chat to make it faster for the quality analyst to save more time as it gives an error saying too many requests while adding interaction of the chat.
  • Adding an option to filter based on attributes, names, and interaction ID at the same time
  • showing the result of calibration by adding calibration ID not only expert name
  • amazing view for results and charts and so quick to notify me after exporting the results
  • Superb when it comes to coaching points and ability to trach agent's error in call center field and calibration of quality analysts juniors
  • The only negative impact is the error appears sometimes saying too many requests while it can be the first interaction I put to check the chat of the agent

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?

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

Well, the most important scenario is the efficiency of Playvox since the moment I as a quality analyst to add the interaction to check the chat result, then checking the scorecard, adding notes, and submitting the case and hence the agent will quickly receive an email with the result and the case will be added to the evaluation option with all the details starting from the name of the analyst till the result the failure in addition to the time of evaluation. The reports option provides me a fantastic view of how many evaluations did I make, their score, total errors, and how many signed cases with charts, and the ability to download all of that by exporting it.