#1 most frequent
United States of America
74.2%112 installations of 151
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
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Screenshot of 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.
Who Buys & Uses Playvox
#2 most frequent
Canada
6.6%10 installations of 151
#3 most frequent
Brazil
3.3%5 installations of 151
Promising tool but not suitable for global organizations; bad support (worst vendor I have worked with)
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
Trust me, just check it
Pros
- Gives you clear visibility of employee performance.
- Helps you analyze every detail of specific work.
- Easy to use.
Playvox is an easy, one-stop product for quality assurance needs!
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
Great tool to rate and improve work quality of agents.
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
Playvox is so good, no?
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.
Return on Investment
- Unfortunately, I can't provide accurate information about this, since I am not an employee who controls such metrics and I am not the owner.
Other Software Used
Kustomer, Talkdesk
