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.

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.

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.

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

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

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.

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

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

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

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.

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

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

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!


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.