PlayVox

PlayVox

Quality assurance software for customer service agents

4.8/5 (4 reviews)

PlayVox Overview

PlayVox is a Quality Assurance software that offers enterprises a smart platform from which to monitor customer service and support interactions across different communication channels including chat, email, phone and social media. Incorporating personalized filters, customizable scorecards and advanced reports, PlayVox aims to deliver a user-friendly quality assurance solution for customer service agents.

Pricing

Starting from
US$17,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Brazil, Canada, Europe, Germany and 4 others, Latin America, Mexico, United Kingdom, United States

Supported Languages

English

PlayVox Reviews

Overall rating
4.8/5
100% positive reviews
3
Excellent
1
Very good
0
Average
0
Poor
0
Terrible
Tonya K.

Quality in a nut shell!

Used Daily for 1+ year
Reviewed on 2019/05/20
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Michael S.

Easy to Use Quality Software

Used Daily for 1+ year
Reviewed on 2019/05/19
Review Source: Capterra

Overall easy to use and a decent option for small to medium sized businesses that need some Quality reporting.

Pros

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

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Verified Reviewer

Awesome Quality check tools

Used Weekly for 1-5 months
Reviewed on 2019/08/12
Review Source: Capterra

With Playvox we have decreased in almost a 60% the amount of work/time/resources we were using when quality checks where done manually

Pros

Assuring the quality of the work of agents can be a very time consuming activity and I have struggle to find a solution that really help us in have a track of progress and review in an agile way. These are some of the features that impress me more of Playvox
- Allows you to check on tickets way faster than doing manually and faster than other platforms
- Very customizable. You can create teams, groups and different score cards with personalized fields.
- Very detailed report dashboard with visibility of the whole team and single agent work
- Work reminders to quality analyst and visibility of their work and notifications to agents when their work is reviewed
- Possibility to review quality analyst work and to implement work calibration
-Customer service is very helpful and the Help center have most of the answers you need

Cons

The only thing that have to be improved is that when displaying the tickets to display it might take a few seconds but in any case it is much faster than other programs

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

Playvox Honest Review

Used Weekly for 6-12 months
Reviewed on 2019/01/15
Review Source: Capterra

Pros

I like how easy and efficient it is to follow up on QA's of my calls and tickets. makes it very easy to reference and list stuff to work on!

Cons

some of the stuff is confusing like ratings. communication platform like messaging and comments seem pretty useless.

Rating breakdown

Ease of Use

Likelihood to recommend

5.0/10

PlayVox Pricing

Starting from
US$17,00/month
Pricing options
Free Trial
Subscription
Value for money

Starter: $17 user/month billed monthly or $12 user/month billed annually
Professional:$30 user/month billed monthly or $25 user/month billed annually
Enterprise: $59 user/month billed monthly or $49 user/month billed annually

PlayVox Features

  • API
  • Automatic Notifications
  • Chat
  • Knowledge Base
  • Monitoring
  • Reporting & Statistics
  • Third Party Integration

  • Activity Dashboard
  • CRM Integration
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Social Media Integration
  • Surveys & Feedback
  • Ticket Management
  • Workflow Management

Additional information for PlayVox

Key features of PlayVox

  • API
  • Audit management
  • Custom notifications
  • Custom roles
  • Customer interactions filters
  • Data exports
  • Feedback tracking
  • In-ticket grading
  • Knowledge management
  • Personalized filters
  • Role-specific reports

Benefits

  • Users can find any customer interaction across any channel using personalized filters.
  • Users can evaluate customer service agent interactions through customizable scorecards.
  • Users can monitor team performance with advanced reports.
  • Recognise good results achieved by customer service agents.
  • Encourage agent engagement with continuous feedback and coaching.

  • PlayVox FAQs

    Below are some frequently asked questions for PlayVox.

    Q. What type of pricing plans does PlayVox offer?

    PlayVox offers the following pricing plans:

    Starting from: US$17,00/month

    Pricing model: Subscription

    Free Trial: Available

    Starter: $17 user/month billed monthly or $12 user/month billed annually
    Professional:$30 user/month billed monthly or $25 user/month billed annually
    Enterprise: $59 user/month billed monthly or $49 user/month billed annually

    Q. What are the main features of PlayVox?

    PlayVox offers the following features:

    • API
    • Audit management
    • Custom notifications
    • Custom roles
    • Customer interactions filters
    • Data exports
    • Feedback tracking
    • In-ticket grading
    • Knowledge management
    • Personalized filters
    • Role-specific reports

    Q. Who are the typical users of PlayVox?

    PlayVox has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does PlayVox support?

    PlayVox supports the following languages:

    English

    Q. What type of pricing plans does PlayVox offer?

    PlayVox has the following pricing plans:

    Subscription

    Q. Does PlayVox support mobile devices?

    We do not have any information about what devices PlayVox supports

    Q. What other apps does PlayVox integrate with?

    PlayVox integrates with the following applications:

    Five9, Freshdesk, Kustomer, LiveChat, LiveChat, RingCentral, Salesforce Sales Cloud, Talkdesk, Zendesk, Zendesk

    Q. What level of support does PlayVox offer?

    PlayVox offers the following support options:

    Online Support, Phone Support