Item: Playvox
Rating: 10
Author: Verified User

Overall Satisfaction with Playvox

Use Cases and Deployment Scope

Our company uses Playvox to calculate the quality accuracy of our agents as the company uses the Playvox to detect the quality of every person and also for every team separately. Not only that, 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 good.

Pros and Cons

Pros

mentoring the agents
coaching
calibration
analysis

Cons

delay when we open the transaction
we can not delate the case after mentor it
oto fail

Return on Investment

Notification for new playvox result or calibration results and connecting it with a business mail
correcting the mistake
Gives immediate results
It is very simple to use

Alternatives Considered

Freshdesk

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. The knowledge base part is pretty cool. There, I have access to courses given and important information. The library part is also very useful to quickly access important information that needs to be passed on to customers. so I believe that Playvox services are necessary for a business environment where you need to constantly teach employees about new procedures, give tips on how to improve their work, and where they are making mistakes. Because it is a complete site where all the tools are easy to use and understand.

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 Contact Center (Formerly Freshcaller), Google Data Studio, Excel4apps

Likelihood to Recommend

The quality team uses the Playvox to monitor our chats and calls, and it's helping to know your mistakes and solve it and improve your skills on the work, and it can attach the record of calls with customers to know your tune of voice and if you are following the process or not. Playvox helps the company as a whole. There is a team that works with Playvox and constantly sends us e-mails about news, and, sometimes, teaches us things that we can learn to improve our treatment of our clients, and tips we can add to our daily work. Furthermore, we also receive weekly valuations of our voice tone with our clients. It is an uplift in our workroom through the services of Playvox. In the company, Playvox is used for analytics, statistics, and evaluation, and audit of the work of employees using it for quality analysis per each team leader and analyst and their QA results. 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.

Comments

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Playvox Review