Item: Playvox
Rating: 10
Author: Verified User

Overall Satisfaction with Playvox

Use Cases and Deployment Scope

we use Playvox in monitoring the agents as I'm a quality analyst so I use it to rate their work in our company and how [they handle] the chats. our company uses a Playvox to calculate the quality accuracy of our agents as the company use the Playvox to detect the quality of every person and also for every team separately not that only but we can detect the overall quality of the company as all employees using the Playvox the agents to know their scores. Team Leaders to detect the quality of their team and also to make the coaching for their team as each Team leaders detect the weak points of their agent and make coaching through the Playvox to coach and help the agents to be more professional in their work and improve how they handling the chat according to the knowledge base that we use in our company. also, it is used by our head company to major the quality of the outsourcing quality analyst and knows the variance between us.

Pros and Cons

Pros

we use it in calibration with the leaders and SME
we use it to major the work of the agents in our company
we use it in the coaching

Cons

when we search for transaction number there is lateness in the search sometimes
when we save a draft it count time until we go out from the draft
there are no filters in the calibration with the name

Return on Investment

agents knows their failures
team leaders know their failures in the calibration
the quality team knows their failures in the calibrations from the head quality team

Alternatives Considered

Freshdesk

we use Playvox in our company as it is the best choice in the quality assurance software as we use the scorecard to rate the performance of the agents with our customers and also the performance of the team leaders as they make gauge score on their agents in each team. Talabat chooses Playvox also to keep an eye on the outsourcing branches and major their quality as each outsource branch has a quality target. the outsourcing companies also need to keep an eye on their agent, team leaders, and quality team. it also to best choice in the coaching and we were made coaching verbal and it was not effective and when we start using the Playvox in the coaching it became more effective as they saw their falts in every case and also in the week and overall quality per month. recently we use Playvox also in checking out the cases monitored by the team leaders with their own agents and by the calibration we know the variance between their monitoring and ours and this is very helpful.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Playvox again?

Yes

Other Software Used

Freshdesk, Excel4apps, Google Data Studio

Likelihood to Recommend

Playvox is really important in the monitoring as the agent knows where level he stands so he can improve from his work and we used the coaching in the Playvox with the number of the failed transaction and also the transactions per period and this really effective. Playvox is also important in the calibration as we can see the difference between the quality team and the operations in our company and so we can make less difference and bing on the same line. Playvox is also important in our calibration as the head company sends us calibrations and we know the difference. Playvox is used in our company in many departments like quality, training, coaching, and calibration as it is easy to use. It is highly focused on the quality in our company, the quality of the agents, and the leaders. according to the less appropriate, I don`t think there is any less appropriate.

Comments

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Playvox review