About Playvox

Playvox dashboards, scorecards and automated reports push agent performance and customer service intelligence right to managers, enabling them to make timely decisions based on real, quantifiable data.

A motivated agent is a higher-performing agent. We offer motivation tools to keep your workforce operating at peak levels. For both internal and BPO-based agents, we provide a social community wall and institute an incentive-recognition program, which allow managers to award karma points for good performance, and an online rewards catalog for agents to earn prizes.

With Playvox, managers and trainers can create personalized and repeatable workflow automations for different agent cohorts to speed agent coaching. With "if this, then do that" intelligent capabilities, you can easily, efficiently and consistently onboard new agents, teach high-performers a new skill, re-training sub-par staff and more.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Playvox

- Integrate you CRM or service software with Playvox. Create filters and prioritize the most relevant interactions for your quality process with our Quality Product.
- Identify areas in which your agents need to be trained on, send them targeted Learning sessions and easily track their results with our Learning Product.
- Solve issues on the spot with all your KPIs in one place. Playvox gives you all the information you need in real-time with its Performance Product.
- Create coaching sessions based on your team’s results. Send targeted coaching sessions to one or multiple
team members to drive continuous improvement with our Coaching add-on.
- Recognize and reward your team based on their results to keep your workforce operating at peak levels with our Motivation add-on.

Devices

Business size

S M L

Markets

Argentina, Australia, Brazil, Canada, Colombia, Germany, Spain, France, United Kingdom, Ireland, Mexico, Portugal, United States, South Africa

Supported Languages

English

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Images

Playvox Software - Monitor service quality in the easiest way possible. Create unlimited scorecards & personalize them according to your quality criteria. Randomly & automatically assign workloads for your QA team.
Playvox Software - Drive continuous agent improvement. Solve issues in NPS, AHT, CSAT, soft skills, among many others. Create coaching sessions based on your team’s results. Send targeted coaching sessions.
Playvox Software - Identify areas in which your agents need to be trained on, send them targeted Learning sessions and easily track their results. Provide your customer service team with all the educational information they need.
Playvox Software - Solve issues on the spot with all your KPIs in one place. Playvox gives you all the information you need in real-time. Connect and consolidate all your customer service KPIs. Always have your NPS, CSAT, AHT, and others, at your fingertips.
Playvox Software - Publicly recognize peer with badges, based on their quality results and performance. Access our social community wall where your team can exchange ideas, ask questions and share relevant information.
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Playvox video
Playvox video
Playvox video
Playvox video
Playvox Software - Monitor service quality in the easiest way possible. Create unlimited scorecards & personalize them according to your quality criteria. Randomly & automatically assign workloads for your QA team. Playvox Software - Drive continuous agent improvement. Solve issues in NPS, AHT, CSAT, soft skills, among many others. Create coaching sessions based on your team’s results. Send targeted coaching sessions. Playvox Software - Identify areas in which your agents need to be trained on, send them targeted Learning sessions and easily track their results. Provide your customer service team with all the educational information they need. Playvox Software - Solve issues on the spot with all your KPIs in one place. Playvox gives you all the information you need in real-time. Connect and consolidate all your customer service KPIs. Always have your NPS, CSAT, AHT, and others, at your fingertips. Playvox Software - Publicly recognize peer with badges, based on their quality results and performance. Access our social community wall where your team can exchange ideas, ask questions and share relevant information.

Features

Total features of Playvox: 41

  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Scheduling
  • CRM
  • Call Monitoring
  • Campaign Management
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Customisable Branding
  • Customizable Questions
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Employee Onboarding
  • Feedback Management
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Language
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Quality Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Search/Filter
  • Single Sign On
  • Surveys & Feedback
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics

Alternatives

Zendesk

4.4
#1 Alternative to Playvox
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Twilio

4.6
#2 Alternative to Playvox
Twilio brings a powerful API for phone services enabling companies to make and receive phone calls, and send and...

Kustomer

4.5
#3 Alternative to Playvox
Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving...

Eureka

4.5
#4 Alternative to Playvox
CallMiner Eureka is a cloud-based speech analytics software, which helps contact centers automatically analyze...

Reviews

Overall rating

4.8 /5
(80)
Value for Money
4.7/5
Features
4.7/5
Ease of Use
4.7/5
Customer Support
4.8/5

Already have Playvox?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 80
Tonya K. Tonya K.
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Quality in a nut shell!

Reviewed on 20/05/2019

As I mentioned above, PlayVox provides us with so much insight into how we are doing with our...

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.

Response from Playvox

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!

Verified Reviewer
Overall rating
  • Industry: Financial Services
  • Company size: 5,001-10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Nubank Review

Reviewed on 01/03/2021

Was very good! Today we have very robust Quality analysis processes and I also realize that we are...

Was very good! Today we have very robust Quality analysis processes and I also realize that we are very close to PLayVox, when it comes to problem solving and feedback.

Pros

PlayVox is very easy to use and understand, it was easy to implement the tool and we have a very close contact between support and contractor.

Cons

Unfortunately playvox has some configurations that make it impossible for us to change them within a short period of time, the platform could also be better in the efficiency of carrying out quality and data monitoring.

Alternatives Considered

Zendesk, Eureka, Klaus, Twilio and NICE CXone

Reasons for Switching to Playvox

For the price offered and also for the ease of implementation of the Tool.

Response from Playvox

Thank you for your review! Your feedback helps us deliver an even better product. We are actively listening to what our customers need and will definitely take your recommendation into consideration. I will pass this recommendation on to our product team and they will evaluate this (feature/enhancement). Feel free to reach out with any additional recommendations or feedback at any time!

Nikoloz N. Nikoloz N.
Overall rating
  • Industry: Consumer Services
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Level up your customer service.

Reviewed on 14/10/2021

I'm using Playvox to evaluate agents specific chats. Benefits of this software are the simplicity...

I'm using Playvox to evaluate agents specific chats. Benefits of this software are the simplicity and the variety of possibilities.

Pros

First of all, I like this software because it's easy-to-use and UI friendly. I'll provide a feedback from two perspectives.

First when I worked as a customer service specialist. Playvox was used to track the cases we were handling and every mistake I made, was lesson for me. Auditors sent us detailed information about mistakes through Playvox and this software played important role in the process of improving my skills.

Second as an auditor and quality analyst - I mean, IT IS SO COMFORTABLE! You have many opportunity to track performances, for coachings, giving feedbacks. I definitely recommend you to use Playvox.

Cons

As we know, nothing is perfect in the world. I have faced some bugs while creating filters, evaluating chats. We have reported it to the playvox support. Sometimes they need too much time, but they solve all the problems.

Kristy S. Kristy S.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Playvox as a Customer service agent

Reviewed on 16/10/2020

Pros

This product is overall easy to use. Email, updates and fun ways to use Karma points with staff. This gives staff a positive reinforcement to do a great job at work.

Cons

I think that the applications should be easier to find. Larger icons to locate items you are looking for.

Response from Playvox

Hi!
Thank you for your review. We're glad you're enjoying our Motivation Product. We firmly believe incentives and recognition help inspire greater team performance, and our customized digital badges are a fun way to recognize team members for outstanding results.

Maher S. Maher S.
Overall rating
  • Industry: Food & Beverages
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Best monitor software

Reviewed on 14/10/2021

A quick and cool tool to be used by the companies

A quick and cool tool to be used by the companies

Pros

Helping improve the quality of the work
Very good and easy to use

Cons

We need yo open multiple taps of different notifications not turning the same page into the notification to see it then go back again to the main page to check the next one

Showing 5 reviews of 80 Read all reviews

Playvox FAQs

Below are some frequently asked questions for Playvox.

Playvox offers the following pricing plans:

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.

Playvox has the following typical customers:

11-50, 51-200, 201-500, 501-1,000, 1,001+

Playvox supports the following languages:

English

Playvox supports the following devices:

Playvox integrates with the following applications:

Freshdesk, Help Scout, Helpshift, Intercom, Kustomer, LiveChat, Salesforce Sales Cloud, ServiceNow, Slack, Talkdesk, Zendesk

Playvox offers the following support options:

Email/Help Desk, Knowledge Base, Phone Support, Chat

Related categories

See all software categories found for Playvox.