The reports are extensive and if you find that they're lacking in anyway you can either build your own custom reports or request it be done for you by their excellent support staff.

Excellent, Highly recommend great platform and great people to work with.

Good, learnt lots about it and find the report i need when i need it and managed to see real time results to help with this.

Great overall experience and relationship with our Account Manager and the Support teams. The product developments and updates makes MC a game changing solution that we could happily recommend.

Clunky and difficult to use more complex features.

Operationally really good, excellent support staff - easy to on board and deploy.

I have worked with Max Contact as an engineer and PM for over 10 years and rate the service provided top notch with great relationship with account manager and the support/project functions.

Out account manager Nigel is always readily available if ever needed. Support staff provide a first class service on getting a quick turnaround on getting a resolution on any concerns.

Also the webinars and industry meeting they host are a great benefit that I'd encourage anyone to take advantage of.

In the past when the system has been down it has affected the business across all campaigns and in return affected the clients and agents costing the business a significant loss of revenue.

Brilliant Solution from an evolving provider. A passionate team behind the scenes.

Happy with service and support so far and look forward to see how we can develop this further.

Really good, appreciate the dialler capability and ease of use for agents.

Overall functionality and ease of use is the most popular standout feature of MC.

Overall easy to use and a decent option for small to medium sized businesses that need some Quality reporting.

We're able to not only monitor our team's quality and performance, but we can also help the team to improve their performance with the coaching function.

Congratulations, it's a really nice tool on the daily basis.

It was also great to be able to post on a community space where we could give encouragement to the team.

Playvox is set up in an organized fashion that allows me to navigate through and clearly visualize the breakdown of my reviews.

It is very user friendly, both for teamleaders, analysts and agents. It fulfills very well the objective of getting rid of spreadsheets: it allows to automate tasks that were very manual until now.

It is an excellent software and an excellent work tool, intuitive and easy to use.

Overall best and easy to use software with beautiful interference.

The most I like about is that the interface allows checking all details about the QA process, that is very helpful in order to detect improving areas.

Did find it troubling to have to login every couple weeks or so even though i leave it signed in on my laptop.

The integration with Slack makes it great for the day to day interaction with the agents. Great support team, our experience with them was really great, 10 points for customer success and support.

We love the ability to create scorecards dynamic to our workflows and communication channels.

It is a great tool and many of our procedures are based on the features that Playvox provides. We use Playvox to analyze the quality of the interactions of our B2C Customer Support agents.

Playvox has a great user interface, the day to day updates and in-depth analysis with ease of access and great privacy integration has won my trust and is highly recommended for business growth.

Sometimes the disputes do not work as intended creating turbulence in the process of disputing cases.

This software is so easy to navigation and explore. I love the way you're going to improve in your features, Playvox.

The initial integration was quite easy, even though I was not the one that made it happen. Some settings we needed were implemented afterwards.

It has also increased our ability to maintain a level of quality to ensure our customers are well taken care of.

SNOW integration sometimes gives unexpected errors and I have to refresh the page multiple times or close the browser.

We have reported it to the playvox support. Sometimes they need too much time, but they solve all the problems.

Sometimes it is hard to find what you are looking for.

Sometimes system issue unable to use, system crash.

It is very customizable. And its support team is simply top level.

Easy to understand and a beautiful window which makes things perfect.

Awesome,I do like it , it is the best way to master my quality  process and help my business to deliver great customer experience.

For me, if I want to dispute my QA results, it's quite confusing. Maybe our person in charge not discovered yet how to used the dispute method.

Because of this app I  know which section I need work on. It helps me to become a good agent.

I like everything, and bad nothing, i dont know many english sorry.

The only thing I feel that it's difficult is to find the ticket interaction that I was working on, or to find my Evaluation drafts.

My overall experience with Playvox is positive -- we can generate reports to guide our Training team and improve our Customer Support.

It is a very interesting application, in terms of team and individual evaluations, it is easy to use and the experience in training and evaluation forms is wonderful.

Pound Sterling

MaxContact is an omnichannel contact center solution that is designed for businesses across different sectors including BPO’s, financial services, utility providers, and more. Supporting inbound and outbound operations, MaxContact ensures that businesses have access to all the features they need in order to succeed.


MaxContact's highly configurable IVR can automate processes for inbound channels such as payment processing, CRM lookups, and agent/caller matching. For outbound operations, MaxContact's predictive dialing algorithm automatically manages calls throughout the business day so agents can focus on calls that matter. Omni-channel capabilities allow agents to manage customers across all available channels, allowing them to handle a number of interactions at any one time with push/pull functionality. 


Features include drag and drop scripting, IVR automation, campaign management, predictive dialing, quality management, workforce management, intelligent reporting, business analytics, and real-time dashboards.









LongDescription

Real-Time Analytics

Pre-recorded Messages

Call Transfer

Quality Management

Surveys & Feedback

Multi-Channel Management

Lead Capture

Performance Management

Customizable Reports

Activity Tracking

SMS Messaging

Shift Swapping

Real-Time Monitoring

Sentiment Analysis

IVR/Voice Recognition

Automatic Call Distribution

Variable Workforce

Agent Interface

Voice Mail

Timesheet Management

Auto-Dialer

Blended Call Center

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Call Logging

Integrations Management

Collaboration Tools

Automated Routing

Natural Language Processing

Labor Forecasting

Sales Trend Analysis

Call Center Management

Call Disposition

Progressive Dialer

Data Import/Export

Call List Management

Call Routing

Self Service Portal

Text to Speech

Contact Management

Customer Experience Management

Outbound Call Center

Answering Machine Detection

Lead Management

List Management

Skills Tracking

Survey/Poll Management

Audio Capture

Compliance Management

Real-Time Data

Call Scheduling

Performance Metrics

Inbound Call Center

Data Security

Call Scripting

Phone Key Input

Call Reporting

Multi-Channel Communication

Queue Management

Social Media Integration

Real-Time Notifications

Language Detection

Time & Attendance

Multiple Scripts

Workflow Management

Predictive Dialer

Email Management

Caller ID

Campaign Specific Caller ID

Budgeting/Forecasting

Time Off Management

Visual Analytics

Activity Dashboard

Alerts/Notifications

Employee Database

Computer Telephony Integration

Reporting & Statistics

Predictive Analytics

Automated Scheduling

Real-Time Chat

Chat/Messaging

Interaction Tracking

Manual Dialer

Multi-Language

Alerts/Escalation

Real Time Reporting

Chatbot

Compliance Tracking

Power Dialer

Reporting/Analytics

Automatic Transcription

Contact Database

Monitoring

Employee Scheduling

Online Time Clock

Voice Customization

Please contact MaxContact directly for pricing information.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

51-200

201-500

501-1000

1000+

MaxContact

In Person

Live Online

Webinars

Documentation

Videos

US Dollar

Playvox is a cloud-based solution designed to help quality assurance teams monitor the performance of agents and streamline customer service processes. Analysts can use personalized QA forms or scorecards to evaluate clients' interactions and provide real-time feedback to agents.


Playvox comes with a dashboard, which enables businesses to conduct quality calibrations and generate reports about agents' overall performance. Managers can determine the areas of improvement for employees, create personalized training sessions and track executives' progress against defined goals. Additionally, it lets users store educational information in the database and reward high-performing agents with badges or gift cards.


Playvox facilitates integration with various third-party applications such as RingCentral, LiveChat, ZenDesk, talkdesk, Intercom, HelpScout and more. Pricing is available on monthly subscriptions and support is extended via live chat, phone, email and other online measures.



Customer Surveys

Employee Onboarding

Access Controls/Permissions

Employee Reward Programs

Single Sign On

Process/Workflow Automation

KPI Monitoring

Real-Time Updates

Customizable Questions

Knowledge Base Management

Data Visualization

Customizable Templates

Customizable Branding

Trend Analysis

Feedback Management

Workforce Management

Call Monitoring

Third-Party Integrations

Multiple User Accounts

Live Chat

Campaign Management

Search/Filter

Employee Coaching Tools

Support Ticket Management

For Call Centers

Employee Management

Leave Tracking

Attendance Management

Productivity Analysis

Service Level Agreement (SLA) Management

Activity Monitoring

Intraday Management

AI/Machine Learning

Vacation/Leave Tracking

Attendance Tracking

Time Off Requests

Starter: $15 user/month on annual contract
Professional:$30 user/month on annual contract
Enterprise: $40 user/month on annual contract

More than 100 agents? Multi-year contract? Contact us for a custom quote.

MaxContact vs Playvox

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