Playvox

RATING:

4.8

(103)

About Playvox

Enhance contact center productivity using Playvox Workforce Engagement Management. Maintain service excellence with precise staffing forecasts. Playvox WFM streamlines forecasting, scheduling, and reporting, driving cost savings and service improvements through instant insights. Implement Playvox QM, harnessing AI, gamification, and automation for efficient scoring and feedback, elevating customer interactions. Integrate AI to expedite issue resolution, replacing manual procedures. Monitor vital KPIs to fulfill customer requirements and financial objectives, securing long-term satisfaction and prosperity.

Awards and Recognition

FrontRunner 2022
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Playvox Pricing

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.

Free trial: 

Not Available

Free version: 

Not Available

Playvox training management
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Playvox Reviews

Overall Rating

4.8

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

4.5

Value for money

5

Functionality

4.5

Most Helpful Reviews for Playvox

1 - 5 of 103 Reviews

Tonya

Verified reviewer

Logistics and Supply Chain, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2019

Quality in a nut shell!

As I mentioned above, PlayVox provides us with so much insight into how we are doing with our training program. It has also increased our ability to maintain a level of quality to ensure our customers are well taken care of.

PROS

PlayVox is an amazing tool that allows you to do all your quality assurance checks and coaching session in one place. We love the ability to create scorecards dynamic to our workflows and communication channels. Because it is so simple to use, we were able to ramp up our season quality assurance team within hours and then let them get to it. The insights we get from PlayVox also provide us with very valuable information that will help us improve our training for the next season. We are able to quickly see where our team members struggle so that we can increase our emphasis in those areas when we ramp up for the new year.

CONS

The only thing that we do not use is the rewards program. The gift cards that are available to select from limit our ability to use them because we have team members all around the world.

Vendor Response

Hi Tonya! Thank you for taking the time to write a wonderful review. We know of the importance of a good QA process and we are continuously improving. G2 just named us leaders in call center quality assurance. Hope you are enjoying our last enhancements!

Replied January 2021

Ariel

Gambling & Casinos, 5,001-10,000 employees

Used weekly for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

Reviewed March 2021

Overall satisfied

I evaluate CS agents' monthly performance. It's good to see overall performance over a period of time.

PROS

It's easy to use once you understand how to set up scorecards and use them.

CONS

SNOW integration sometimes gives unexpected errors and I have to refresh the page multiple times or close the browser. I would like to customize Playvox more to my needs. I wrote to the dev team once, but it was submitted as a feedback idea/suggestion. Not something that can be implemented right away.

Reasons for switching to Playvox

I used to do the same operations based on an excel spreadsheet (similar to a scorecard). Everything in Excel was done manually. Playvox helped automate things.

Vendor Response

Hi Ariel! Thank you for taking the time to write a review. Playvox was recently recognized by G2 as a leader in the Quality Assurance Category. We're glad Playvox is helping you improve your performance and will continue to have functionalities to make your job easier. Will also send this feedback to our product team for future considerations.

Replied April 2021

Anonymous

1,001-5,000 employees

Used weekly for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

2

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed October 2020

very good

PROS

It is very accurate and I thing there is no mistake happened with me

CONS

I think this program is very good but some times I feel that is not fair in total score

Vendor Response

Hi! Thank you for your review. We appreciate your feedback and will take it into consideration for future enhancements.

Replied April 2021

Heather

Verified reviewer

Consumer Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2023

Organized schedules

It was less hassle when submitting leave applications and schedule management.

PROS

It's the schedule notification for me, it keeps you updated 5 minutes before your scheduled break. It also lets you know when to come back which makes work much easier and more disciplined.

CONS

Agents don't have the option to check timestamps on the number of minutes or hours they have worked.

Reasons for switching to Playvox

Price wise

Anonymous

51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed March 2021

Great tool, great support!

Managed to get rid of spreadsheets Easily provide and track feedback to agents Adapt scorecards to measure not only quality but also performance

PROS

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


CONS

They have not yet managed to integrate the information from each of their modules into one big dashboard. It is necessary to go manually to each of the modules to get the full picture of each agent Their reporting is still quite basic, it is not possible to get many insights.

Vendor Response

Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful and easy-to-use tool to drive your quality management program. We love hearing from our customers, so feel free to reach out with any additional recommendations or feedback at any time!

Replied April 2021