Playvox vs. Vantage Point

Playvox is excellent for a team who knows exactly what they need in order to get better. You have full control to set your metrics, track the data and provide feedback. If you're a team looking for software that will create the solutions for you, look elsewhere. Playvox is a fantastic tool, but a terrible genie

Incentivized

It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point

Incentivized

• It's easy to start evaluating since it pulls up all the data automatically.
• It is easy to generate reports as all the data is stored in its servers and we just download it.
• Filters make it easy to see our Associates' areas of opportunity and strengths.

Incentivized

• Cheap - Vantage point is a very economic solution.
• Strong WFM models - Modified Erlang is great.

Incentivized

• The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
• Keep a lot of information
• It should have more languages for ease of control

Incentivized

• Predications are not accurate, much less than 80% they advertise
• Price point is high
• Try to charge you for indicators [that] would be free on literally any platform, MACD for example

I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business

Incentivized

Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.

I don't think I've encountered software problems before

Incentivized

do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know

Incentivized

We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.

Incentivized

We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication

Incentivized

From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.

Incentivized

As far as my usage allows me to say, Scorebuddy did not open room for a dispute; in case the person evaluated does not agree with the rating she/he received, there is no possibility to document coaching and follow up on development or do the quiz for knowledge check. (I used Scorebuddy 2 years ago).

Incentivized

We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team

Incentivized

I think it is the best rating based on my experience

Incentivized

• Positive return motivation and learning[.]
• Negative return not continuous update[.]
• Positive return Guidance and assistance in my work[.]
• Negative return There are no pages to explain and facilitate access[.]
• Positive return Training to get back to better performance and learn from mistakes[.]
• Negative return no abbreviation[.]

Incentivized

• Not much impact.
• Learned we needed to dedicate a full FTE to just program/manage Vantage Point.
• We eventually built our own scheduling tool since it was not intuitive.

Incentivized