Playvox Reviews

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.

Convenient for tracking the quality of work

User-friendly software and easily accessible. Everything is clear and easy to use.

PlayVox 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

There is nothing about PlayVox that I dislike, Its easy to use and capture all that is needed

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.

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

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.

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.

This software is easy to use and easy to customize. Also includes some native reporting built into it.

In 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.

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

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

This software is very easy to use and i found it very easy by evaluating others

Playvox is designed with accuracy i found it perfect and accurate.

The most important thing is that it really helps us to Aline our stats.

It hangs sometimes..!! While auditing .

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

I think integration with some other software such as slack could be added

I like that it's way easier to evaluate peers through playvox than it was with our previous method. We can also make better data analysis, and the process is faster. Training people to use Playvox is also not complicated at all. It's also very easy to train people to use it, since the tool is pretty much straight forward.
Some wise guy said that the devil is within the details, and I really like the animation that appears when we complete the weekly workload! Clicking in evaluations we are able to access previous analysys and correct something that may be wrong, but I'll discuss that further in the next questions.
And even though few people within my organization use it, I quite enjoy the possibility of personalization, when you can put your picture in your profile.

Sometimes I encounter some difficulties while looking for previous evaluations, but I'm already in touch with those responsible for playvox support in my company. That's troublesome because sometimes mistakes occur during the evaluation and we need to check thoses evaluations again, which can take a while because of those filters that aren't that clear to use.

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.

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.

Automation of Workloads for Quality and Performance Analysis, it makes it easier for everyone to just go and do what we need to do regularly.
Easy to implement and use, very pleasant user experience for agents.
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! Also very open for feedback.

We need to be able to integrate the information from each of their modules (Learning, Quality, Coaching) into one big dashboard, and with Playvox it is still not possible. It is necessary to go manually to each of the modules to get the full picture of each agent.
Their reporting is still basic, it is not possible to get some of the insights we need.

Playvox was a revolution on my team quality check system, we used to work with a combination of sheets and forms that was heavy and not efficient, Playvox made the job faster and gave us an output we could add to our sql base in order to understand those number much better, it made our job faster, more reliable and richer in data.

Sometimes the system was a little buggy, we had problems with tickets, workloads, and minor issues, most of them were solved when contaction support.

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.

When we move to Playvox, the transfer was completed fairly easily as the software is easy to use

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

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.

The most relieving aspect of this product is its ability to inspire inclusiveness between the manager and employee. It creates a two way communication street to ensure important ideas are acknowledged.

Although the functionality and ease of use are solid I would not be opposed to sprucing up the layout and graphics. Visual appeal goes a long way.

PlayVox allows easy creation/updates of various scorecards for employees; you can create specific goals and values for an overall audit review. For managers, it's easy to monitor your team's progress, offer coaching and feedback (and track coaching results).

I wish it were a little cheaper per user license; as it stands, most managers share a single login, which makes much more data available to us than we need, so you have to kind of search and keep your own team members together.

Having the ability to have templates helps to standardize notations for coaching!

I wish that filters were set on "all" by default, and not on "month"

PlayVox is a tool that makes our quality processes increasingly efficient and dynamic, bringing good results and possibilities to our continuous improvement efforts.

There are some functions that are not yet available on the platform. However, even the things that the platform does not cover today, we have the help of a very competent and helpful support team, who is always available to assist us.

I love the search feature where agents could type keywords and bring up different sources that involved that keyword for user friendly access.

I wish there were more restrictions for the agents such as posting without approval etc.

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.

After been using this software for almost 3 years, I have no complain about using this.

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.

Playvox 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.

I loved the Karma Point feature and Engagement feature where employees would ask questions. Other than that this feature was subpar. Could be a lot better.

It wasn't user friendly at all. Very confusing set up.