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.

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

Australia, Brazil, Canada, Germany, United Kingdom, Mexico, United States

Supported Languages

English

Images

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.
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.
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.
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.
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.
View 6 more
Playvox video
Playvox video
Playvox video
Playvox video
Playvox screenshot: 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 screenshot: 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 screenshot: 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 screenshot: 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 screenshot: 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: 78

  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Audit Management
  • Authentication
  • Automated Scheduling
  • CRM
  • Call Monitoring
  • Campaign Management
  • Class Scheduling
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Content Management
  • Customizable Branding
  • Customizable Categories
  • Customizable Questions
  • Customizable Templates
  • Customization
  • Data Connectors
  • Data Import/Export
  • Data Visualization
  • Deadline Management
  • Defect Tracking
  • Employee Onboarding
  • Employee Reward Programs
  • Enrollments/Onboarding
  • Feedback Management
  • Filtering
  • Forms Management
  • Forum / Discussion Board
  • Gamification
  • Gift Card Management
  • Goal Setting / Tracking
  • Historical Reporting
  • Incentive Management
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Data Sources
  • Multiple User Accounts
  • Online Catalog
  • Performance Appraisal
  • Performance Management
  • Performance Metrics
  • Performance Testing Tools
  • Prioritization
  • Quality Assurance
  • Quality Control
  • Quality Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Rewards Management
  • Role-Based Permissions
  • Search/Filter
  • Single Sign On
  • Skills Assessment
  • Surveys & Feedback
  • Task Scheduling
  • Third Party Integrations
  • Training Management
  • Trend Analysis
  • User Management
  • Visual Analytics

Alternatives

Zendesk

4,4
#1 Alternative to Playvox
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

LiveAgent

4,7
#2 Alternative to Playvox
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Zoho Desk

4,5
#3 Alternative to Playvox
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Freshdesk

4,5
#4 Alternative to Playvox
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Reviews

Overall rating

4,7 /5
(67)
Value for Money
4,7/5
Features
4,7/5
Ease of Use
4,7/5
Customer Support
4,7/5

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 67
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 2019/05/20

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 2021/03/01

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.

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!

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 2020/10/16

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.

Ariel T.
Overall rating
  • Industry: Gambling & Casinos
  • Company size: 5 001-10 000 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

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

Overall satisfied

Reviewed on 2021/03/12

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

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

Pros

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

Cons

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.

Response from Playvox

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.

Daulet T.
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 201-500 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

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

Review of using Playbox

Reviewed on 2020/10/16

I have been working for more than 8 months and have never complained about this program. This...

I have been working for more than 8 months and have never complained about this program. This program works perfectly

Pros

Convenient for tracking the quality of work

Cons

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

Response from Playvox

Hi Daulet!
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!

Showing 5 reviews of 67 Read all reviews

Playvox FAQs

Below are some frequently asked questions for Playvox.

Playvox offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Available

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.

We do not have any information about Playvox features

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.