All Playvox Reviews
1-25 of 103 Reviews
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Tonya
Verified reviewer
Logistics and Supply Chain, 11-50 employees
Used daily for less than 2 years
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.
PROSPlayVox 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.
CONSThe 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
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.
PROSIt's easy to use once you understand how to set up scorecards and use them.
CONSSNOW 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
OVERALL RATING:
2
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed October 2020
very good
It is very accurate and I thing there is no mistake happened with me
CONSI 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
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.
PROSIt'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.
CONSAgents 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
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
PROSIt 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!
CONSThey 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
argel
Consumer Services, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
My Playvox Experience
I'm glad that we use Playvox specially on reviewing our interactions with our customers. It provide detailed answer on what we need to improve as a call center agent.
PROSEasy to navigate and user friendly application. Playvox is the tool that we used specially on reviewing our interactions with our customer. It provide important details in every interaction that we have.
CONSI don't have any problem using Playvox since it is user friendly, easy to use. We can review or check our interactions with our customer.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Playvox is an indispensable tool
I can not complain in a general way for me and my colleagues it is satisfactory.
PROSIt 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.
CONSIt should be a little more intuitive. To facilitate the search of all its functions.
Vendor Response
Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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
Khim Cate
Transportation/Trucking/Railroad, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
Playvox rocks!!!!
It is great and easy to use. We use it as a tool for monitoring client phone calls and providing feedback to employees. It makes everything easier since everything is organized.
PROSI like how transparent Playvox is. You can easily see the summary of your reports and scores. You can also see what was already signed and acknowledged. It also summarizes your monthly scores, which is great and the notifications are real time.
CONSNone, everything is great and easy to access.
Michael
Verified reviewer
Information Technology and Services, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed May 2019
Easy to Use Quality Software
Overall easy to use and a decent option for small to medium sized businesses that need some Quality reporting.
PROSThis software is easy to use and easy to customize. Also includes some native reporting built into it.
CONSIn order to make an adjustment to an audit form, you basically need to create a whole new form which is not ideal for reporting trends.
Reason for choosing Playvox
Ease of use
Vendor Response
Hi Michae! Thank you for your review and for taking the time to share your feedback with us. Playvox was recently recognized by G2 as the easiest to use contact center quality assurance solution, and we are committed to continuously improving our product.
Replied January 2021
Louie Jay
Outsourcing/Offshoring, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
Impressive
This software is perfect and lovely to use this has been my daily basis at work.
PROSI really love its feature where you can review and see your work performance that you have showcase to you business company.
CONSPlayvox is perfect and all of the feature that I’m looking for it is helpful, so I don’t see anything that needs to improve.
Warren
Consumer Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed December 2021
Great Software For Quality Auditing
Playvox is a great tool for calibration and coaching agents. its detailed report breaks down all areas and we can easily identifies areas of opportunity for agent.
PROSPlayVox is a great tool for auditing agents interactions with customers. With Plavox we are able to audit Phone, Ticket or Chat interactions. Once An audit is complete for an agent PlayVox will send a notification to the agent as it relates to the score and agent can either sign off or dispute audit. Its reporting feature allows us to identify areas of improvement for agent and assist with coaching and developing agent
CONSThere is nothing about PlayVox that I dislike, Its easy to use and capture all that is needed
Katie
Consumer Services, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed March 2021
Love Playvox!
I think Playvox was a great tool that greatly assisted our agents with the knowledge and information needed to excel within their positions. It was also great to be able to post on a community space where we could give encouragement to the team.
PROSI love the search feature where agents could type keywords and bring up different sources that involved that keyword for user friendly access.
CONSI wish there were more restrictions for the agents such as posting without approval etc.
Vendor Response
Hi Katie! Thank you for taking the time to provide input and share your experiences with us. We are always excited to hear from our customers and want to be sure our Workforce Engagement Management is doing all it can to power your contact center. Feel free to reach out with any additional recommendations or feedback at any time!
Replied April 2021
Youssef Hossam
Consumer Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Best Monitoring platform for call centers
Playvox is a powerful tool for monitoring agents and adjusting their skills to meet the company requirements and also it's easy to use as an agent and as an administrator.
CONSPlayvox is perfect but needs a guide for each page and how does the page works as some pages is difficult to understand and how to use for that I had to ask their support to help me. Instead they can put a simple guide for each role.
Vendor Response
Hi Youssef Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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
Emad
Food & Beverages, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2021
PlayVox Review
We're using Playvox for submitting our evaluation, coaching, calibration, etc. so it been easy to track the performance for each one in our company, and all of the data are compiled.
PROSEasy prosses, easy to use, the most feature I would recommend.
CONSnothing missed all are covered, mostly what you need will be compiled in one page
Vendor Response
Hi Emad! Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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
Muhammad
Consumer Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
the best software
overall best experience
PROSthe best thing is that when we receive an evaluation, an attached email is sent
CONSeverything is fine . nothing is upgradeable
Vendor Response
Hi Muhammad! Thank you for the wonderful review and for taking the time to share your feedback with us. Playvox was recently recognized by G2 as the easiest to use contact center quality assurance solution, and we are committed to continuously improving our product so it remains intuitive to use and delivers great experience and value for customer service teams.
Replied April 2021
Kdiron
Consumer Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
Great Product
It is easy to use for both management and agent
PROSI love how it is user friendly and easy to manage
CONSI have no negative feedbacks. The product is good
Vendor Response
Hi Kdiron! 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
Abdullah Ibn
Food & Beverages, 201-500 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed March 2021
The experience
Overall I would say it has been quite a good experience as I have not come across any issues whatsoever with using playvox. Did find it troubling to have to login every couple weeks or so even though i leave it signed in on my laptop.
PROSFor me as a user in foodpanda I like the fact that the evaluations we get are easy to read. The interface is very user friendly and very easy to learn.
CONSThe fact that there are not too many options or varieties to the interface. While it is easy to use we have to visit too many different tabs for a query. Some people, like me, prefer a more complex interface so that we have more room to explore the whole thing.
Vendor Response
Hi Abdullah! 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 thanks for giving feedback. I'll pass this on to our product team for future enhancements.
Replied April 2021
Haroon
Consumer Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
Playvox - The real-time monitoring system
Overall its the best software to use..!!
PROSThe most important thing is that it really helps us to Aline our stats.
CONSIt hangs sometimes..!! While auditing .
Hassan
Telecommunications, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2020
Bestest software till now date
Overall best and easy to use software with beautiful interference
PROSIts beautiful Interference and durability with lots of features
CONSJust lilbit slow and have some bugs but can be better in future
Vendor Response
Hi Hassan! Thank you for the review and for taking the time to share your feedback with us. Playvox was recently recognized by G2 as the easiest to use contact center quality assurance solution, and we are committed to continuously improving our product so it remains intuitive to use and delivers great experience and value for customer service teams.
Replied March 2021
amber
Marketing and Advertising, 1,001-5,000 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Amazing and easy to use
highly recommend, my supervisors easily review my work, provide attention to detail notes on my completed tasks and allow me to prove my point or sign and approve their grade.
PROSThis software is amazing! There is so much you can do with this software, it is nice that you can select options, and easily navigate through the system.
CONSthere is nothing I would change about this product, honestly it is flawless, smooth, and efficient
Vendor Response
Hi Amber! 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
kamel
Consumer Services, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Excellent
Best tool for my job department
PROSFiltration helps me finding any demanded information
CONSFrom my point of view I don't face any issues
Vendor Response
Hi Kamel! 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
Mariam
Verified reviewer
Consumer Services, 501-1,000 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed May 2022
High quality control
It helps on understanding bottom and top performer agents,knowing what are the issues and gathering reporting from it by verticals.
PROSI like that I can track whatever interactions I want to check by contact reasons,users and etc.
CONSI do not like that there are some scorecard questions which may be chosen automatically but I have to chose manually.
Cibele
Consumer Services, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2020
Usefull
With this software I can improve my performance by following my metrics.
CONSSometimes it takes time to update some data.
Vendor Response
Hi Cibele! Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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
Edgard
Consumer Services, 10,000+ employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
PlayBox Review
Great experience! I enjoy it alot!
PROSThe 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.
CONSThe overall QA score could be more detailed in order to detect improving areas in all QA scores already got.
Vendor Response
Hi Edgard! 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.
Replied March 2021
Mohamed
Consumer Services, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
Fantastic tool
It is a very easy tool to use and very clear.
CONSThe overall team quality not showing in a view.