Playvox Information Reviews & Insights

Score6.9 out of 10

250 Reviews and Ratings

Community insights

TrustRadius Insights for Playvox are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

User-Friendly Interface: Many users have praised Playvox for its user-friendly and intuitive interface, stating that it allows them to navigate the platform easily and efficiently. The clear and organized design of Playvox enables users to quickly find important information and complete their work effectively.

Convenient Automation: Several reviewers have highlighted the convenience of Playvox's automation features, particularly its ability to automatically pull up all necessary data for performance evaluation and report generation. This time-saving feature eliminates the need for manual data entry, allowing users to focus on other important tasks.

Customizable Evaluation Forms: Users appreciate the flexibility offered by Playvox in terms of customizing evaluation forms. They find it beneficial that they can tailor these forms according to specific rubrics and metrics developed for their teams. This customization capability helps identify areas of opportunity and strengths for associates more effectively.

Playvox Reviews

18 Reviews

InformationComputer Software4Internet3Telecommunications6Computer Games4Writing & Editing1

Videos

Playvox For Better Business

Rating: 10 out of 10

Incentivized

September 7, 2022

Use Cases and Deployment Scope

We use Playvox to conduct audit of calls of our agents in our contact center supporting Turo. This is where our Quality Analysts upload their audit which contains their findings and feedback on how the agents handled their calls and emails. This is also the tool that our agents acknowledge for their audits. The same tools that is used by our team leaders for coaching.

Pros

Provide view of the upto date trends of the performance of the program
Reliable reference guide for agents on how they track their QA performance
Consistent data provider for getting the insights of how teams did overall in QA

Cons

Less latency since there are some latency in switching to pages.
More indepth view when viewing categories.
Able to hold actual recordings for audits.

Likelihood to Recommend

I would say that it is very well suited for auditing calls. However it could be better if it can include the actual recordings though I understand that it might already be to heavy for the actual tool to hold recordings, more so if we include the actual tools navigation or screen recording.

Verified User

Manager in Quality Assurance (Telecommunications company, 201-500 employees)

Vetted Review

2 years of experience

Operations Management's Companion to excellence

Rating: 10 out of 10

Incentivized

September 6, 2022

Use Cases and Deployment Scope

We use the platform in analytics and reporting. We take reviews, reporting that would show movements in a particular KPI we are measuring. This gives us a better view of the movement in terms of numbers and performance. Focusing on each KPI at a time where we see more impact and gains.

Pros

Reporting
Analytics
Views
Aesthetically Pleasing Platform
Easy to navigate

Cons

Latency
Loading
Options for type of reports to be generated
Availability on an App

Likelihood to Recommend

This platform makes my life easier, developing and creating views I need to analyze the performance/numbers to manage KPIs.
This can be utilized by an agent, support, reports and even leadership. The tool is easy to navigate and use, and one stop shop for reporting and analytics purposes. This tool is helpful especially on performance management

Ma. Jenelyn Alipio

Senior Operations Manager in Customer Service at 24-7 Intouch (Telecommunications, 201-500 employees)

Vetted Review

1 year of experience

Playvox is the right option for accurate and timely Quality Assurance!

Rating: 10 out of 10

Incentivized

September 6, 2022

Use Cases and Deployment Scope

I use Playvox to track performance and Quality Assurance. Playvox helps my team to determine areas of opportunity and to create action plans based on actual data and reports. In addition to this, the team members are involved and aware of their own performance and how they can implement suggestions to meet and exceed KPIs.

Pros

Accurate reporting
Easy interactions selection
Notifying actors involved of any updates, changes or tasks pending

Cons

Re-evaluation of the same interactions by the same user

Likelihood to Recommend

If you want to improve your team's performance whilst at the same time ensuring that your time is used efficiently and effectively, Playvox is the place to go. You don't have to allocate endless hours to reporting or extended conversations to bring your feedback, comments or action plans to your team.

Verified User

Analyst in Customer Service (Computer Games company, 1001-5000 employees)

Vetted Review

1 year of experience

Stop wasting your own time and get Playvox.

Rating: 9 out of 10

Incentivized

September 2, 2022

Use Cases and Deployment Scope

Exodus uses Playvox to maintain a certain level of quality department-wide in regard to customer interaction. Every day we answer hundreds, if not thousands, of emails and do so with certain quality goals in mind. Playvox is the tool our quality assurance team uses to sift through these replies and provide critical feedback to our team members.

Playvox provides a super simple, modular, interface that we mold to fit our needs. In this case, we've created metrics/standards that each and every reply must meet. A tiny sample of these are as follows:

Did our team send the correct links to our customers?
Did our team use the customer's name when available?
Did we address all of our cutomer's concerns?

Using Playvox, we're able to provide one of, if not the best customer experience in crypto and we're proud of that.

Pros

Fully Custom Scorecards
Quality Management
Coaching interface
AI-powered Forcasting
Optimized agent-level dashboards

Cons

The integration with HelpScout is nice but lacking. Often we find that the data coming from the integration isn't quite reliable and we need to double our efforts in order to guarantee accurate information.

Likelihood to Recommend

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.

Verified User

Team Lead in Customer Service (Computer Software company, 201-500 employees)

Vetted Review

2 years of experience

Agent in Love with this Smart Site

Rating: 10 out of 10

Incentivized

December 22, 2021

Use Cases and Deployment Scope

I see my results in quality through it - and I don't see any problems with it at all. I find it very easy to handle and smooth, I use it on a daily basis and I am also waiting for my results on it - fast. I see that the site is really very helpful to reach everything I need very easily

Pros

Got My Quality Result from it
Pulls good training programs and series
Playvox equips modern businesses and BPOs with the most comprehensive, collaborative, and insightful agent optimization suite of Quality Assurance

Cons

This includes calls and lives chats. Call recording software should be readily available to capture random or specific interactions for later review. You may listen to live calls too if you wish to deliver feedback or coaching while agents are working.
Staying current on industry trends ensures your call center will be on the cutting edge of service and the ability to keep up with competitors.
This can be a delicate process (which we’ll go into in greater detail below), but providing feedback is a valuable opportunity to help employees grow. They may not be aware of certain mistakes they make or struggle to understand their lack of motivation until you help them.

Likelihood to Recommend

it's the Best Place to manage Our Quality and Coaching session

Mo'men Taher

Dispatcher in Customer Service at Octopus (Telecommunications, 501-1000 employees)

Vetted Review

1 year of experience

Easy way to know your errors

Rating: 10 out of 10

Incentivized

December 9, 2021

Use Cases and Deployment Scope

I use Playvox in my company as a customer [service] to know my quality while working every time It is also easy to use and helps me to know my performance during the month. There are many problems that this site addresses, including saving my work data during the month or during the past quarter, and this helps me know my job level and helps me save my data from loss. The main reason why [I] use this [site is] that it helps me know my quality during the month.

Pros

Helps the company to monitoring the agents[.]
Helps the agent to learning more about his/her quality[.]
Helps the quality agent finds my strong and weakens points easily[.]

Cons

Have to reload the site more than once to get access to the chat sent me[.]
Sometimes coaching didn`t sent to the agent[.]
Sometimes the quality page take long time to appear[.]

Likelihood to Recommend

Well Playvox had a strong advantage point as can [be provided by] quality coach good and [well-organized] points about my chat handling ways and in my experience, once [I] got score of 93% at a chat by Playvox [I] got to know at a [specific point] what every error [I] made at this chat and how it got me to lose 07%[.]

Omar Ismail

dispatcher in Customer Service at talabat (Telecommunications, 501-1000 employees)

Vetted Review

1 year of experience

AT&T Associate point of view 😁

Rating: 8 out of 10

Incentivized

December 1, 2021

Use Cases and Deployment Scope

We use it for coaching sessions, quality analysis, sharing news and info about the industry and social posts and notices and news for and about the employees

Pros

Quality Analysis
Coaching
Newsfeeds
Social posts about employees
New opportunities

Cons

Dedicated mobile app
Video support
Improve messenger

Likelihood to Recommend

It's good in business evaluation tools and not meeting the social media available tools standards and needs to match the quality of the currently available social media

Mostafa Medhat

Associate AT&T account in Sales at Sutherland (Telecommunications, 1001-5000 employees)

Vetted Review

2 years of experience

View profile

Playvox Review

Rating: 10 out of 10

Incentivized

October 12, 2021

Use Cases and Deployment Scope

Playvox is being used by a specific department. We use it to evaluate each of our employees' quality service on their interactions. It also helps us to set achievable targets and track areas of opportunity.

Pros

Score calculation.
User friendly.
Outline target achievement.

Cons

I would suggest Playvox install a recognition feature.

Likelihood to Recommend

Playvox is very resourceful when meeting with agents discussing each evaluation.

Janeane Jones

Team Lead in Customer Service at Advantage Communications Inc (Telecommunications, 5001-10,000 employees)

Vetted Review

2 years of experience

A very good product to keep an eye on

Rating: 10 out of 10

Incentivized

September 23, 2021

Use Cases and Deployment Scope

Very proficient and selective, I'm receiving quality stuff regarding day-to-day performance and I'm able to keep track of things that can improve my closing rate of the daily activity in my company. It's also very easy to use and very practical.

Pros

Accuracy of reviews.
Speed and compatibility.
Very minimalistic UI.

Cons

Increase the search period for evaluations.
Creating a darker theme would be interesting.

Likelihood to Recommend

I would highly recommend Playvox since it's very useful for Quality Assurance Specialists to keep track of Engineers from your company and to be able to determine, in terms of metrics, how well the employees are performing.

Verified User

Engineer in Customer Service (Computer Software company, 501-1000 employees)

Vetted Review

1 year of experience

Playvox is a friendly tool and interface

Rating: 9 out of 10

Incentivized

September 14, 2021

Use Cases and Deployment Scope

We use Playvox to assist with our quality team "QA" to follow up interactions with our customers and also internal reviews related to knowledge base articles and workflow.