Playvox

Score6.8 out of 10

250 Reviews and Ratings

What is Playvox?

Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.

Categories & Use Cases

Media

Give your team real-time feedback and allow them to discuss evaluation results with our built-in collaboration messaging. Generate advanced reports based on agent evaluations. Quickly identify areas of improvement and add personalized agent dashboards to give them visibility of their results. Conduct quality calibrations, to measure and identify areas for improvement. Help your team deliver consistency in their QA evaluation process.

Provide your customer service team with all the educational information they need and allow them to take courses and paths in the learning topics they want to improve on. Identify areas in which your agents need to be trained on, send them targeted learning courses and easily track their results. Review your team’s progress and evaluate their knowledge by creating quizzes and comprehension checks.

Connect data, measure and consolidate your agents’ KPIs such as NPS, CSAT, AHT, among many others. Detect problems when they occur. Track team progress. Give visibility. Easily measure where your team members stand and identify the KPIs they need to improve on. Create dashboards for your team to view, customize your objectives and keep track of your teams’ progress.

Customize your online store with rewards and gift cards for team members to exchange based on their results. Reward your team with Karma Points and allow them to redeem their points in your customized online store. Publicly recognize peer with badges, based on their quality results and performance. Access our social community wall where your team can exchange ideas, ask questions and share relevant information.

Coach agents based on the identified customer service problems, as quality is achieved by driving continuous improvement. Create coaching sessions based on your team’s quality and performance results. Based on recurring customer service problems. Tailor all sessions to your needs. Create interactive coaching cards with goals and dates of achievement to easily organize and keep track of all your sessions.

1 / 5

Verified User

Vice-President in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

We were very excited about implementing Playvox as a wfm tool. We have a global organization and 24/7 coverage over multiple channels and languages. We needed a workforce management tool that would support the growth of our product and customer base

Pros

nice UI

Cons

We were never able to complete the implementaton due to missing basic functionality such as balancing global and local scheduling
In our experience, disengaged CS team
In our experience, poor management of our account

Return on Investment

We are on the market for a new tool
we lost the money and time trying to deploy

Usability

Other Software Used

Salesforce Experience Cloud

Davit Nadiradze View profile

Live Operations Team Lead in Customer Service at Glovo (51-200 employees employees)

Pros

Gives you clear visibility of employee performance.
Helps you analyze every detail of specific work.
Easy to use.

Michael Jacobson

Manager E-Services in Customer Service at Step Up For Students (201-500 employees employees)

Pros

Playvox is easy to use and understand for employees of all levels.
Playvox content is customizable to meet our needs.
Playvox integrates well with other software we use such as Zendesk.

Cons

Playvox reports always default to "this week". You can change the time frame, but as soon as you select another stat to report, you're back to "this week", so you have to be mindful of what you're looking at.

Return on Investment

Playvox has allowed us to centralize ALL quality assurance across ALL departments.
Playvox has allowed our entire QA team the opportunity to work remotely instead of in-office.

Other Software Used

SnapEngage, TINYpulse, Zendesk

Marina Vicente dos Santos

Customer Services Team Lead in Customer Service at Just Eat Takeaway (201-500 employees employees)

Use Cases and Deployment Scope

Team leads and quality analysts rate cases worked by our advisors to make sure they follow all guidelines. They have to achieve a quality goal (%), and we also highlight where they can improve and how. We use Playvox to document ongoing coaching as well; this helps us track the development of advisors.

Pros

Quality goal tracking (%).
Documentation and tracking of coachings.
Possibility to see if advisors checked the monitoring/coachings.

Cons

Not possible to see all detailed info from previous coachings.
I cannot find quiz from previous months, unless someone sends me a link for it.
It would be good to have a dashboard with all team members to see how many monitorings they have received in the month so far and if they have ongoing coaching.

Return on Investment

Track quality of work.
Track if advisor knowledge is up to date.
Document advisors development or lack of it.

Alternatives Considered

Scorebuddy

Other Software Used

Zendesk Explore, Talkdesk

Diana Kalikanova

Junior Team Leader in Customer Service at Glovo (51-200 employees employees)

Pros

Filters for pulling up the necessary chats for evaluation.
The ability to create a scorecard for the evaluation of chats.
The possibility of obtaining analytical data and setting up reports in automatic mode, which allows the top manager to save time.
User-friendly and intuitive interface.
Community within the system, which allows you to be on the pulse about new updates of the company.

Cons

Search for ratings for the agents themselves, sometimes agents do not understand what ratings they generally received for a month or another period.
Analytics and reporting are a bit inconvenient in the search, it would be good to add a mini directory.
The meaning of all awards and badges are not clear.