Playvox - 2026 Pricing, Features, Reviews & Alternatives

Real-Time Visibility:
- Gain real-time insight into planned versus actual staff across all locations and work types.
- Plan, forecast, and schedule agents for multi-step interactions with AI-powered foresight, ensuring budget adherence.

Comprehensive Performance Dashboards:
- Access simple, interactive performance dashboards covering all essential KPIs, simplifying planning and performance management.
- Monitor metrics such as shrinkage, adherence, workstreams, occupancy, service levels, and forecast accuracy from a single interface.

Designed for Digital, Omnichannel Contact Centers:
- Built for digital and omnichannel contact centers, supporting complex customer interactions and workflows.
- Easily schedule concurrent work for digital service channels like chat, email, and social media, preventing over- or under-scheduling.

Digital Interaction Quality Management:
- Efficiently handle digital interactions such as support tickets, live chat, and email with Playvox QM.
- Proactively analyze agent interactions to identify coaching opportunities and prevent costly issues before they occur.

Flexible Quality Assurance:
- Enjoy flexible scoring, feedback by question, and calibration options to quickly identify and address customer service problems.
- Understand the qualities of top-performing agents to enhance recruiting, training, and onboarding processes.

Automated Quality Workflows:
- Automatically surface customer sentiment across all digital interactions, simplifying coaching and improving customer retention.
- Streamline quality workflows with Playvox Workloads, ensuring analysts receive the right interactions efficiently.

Flexible Change Management:
- Empower employees with flexible scheduling options, including shift swaps and time off requests.
- Provide agents access to real-time data for performance tracking and adjustment, enhancing engagement and customer experiences.

Proactive Issue Prevention:
- Go beyond traditional QA to engage and develop employees before profit-draining problems occur.
- Prevent costly CX problems before they escalate by proactively managing quality and employee development.

Playvox WFM Capacity Planner
- Leverages historical data and forecasts already in the system, while offering the option to see how fluctuations in shrinkage, planned, and unplanned absence will impact your future staffing needs.
- Uses summaries, graphical or table information, and color coding for easy interpretation to identify shortages or overages in staffing, and allows for differing scenarios and the ability to share online or export to CSV, making it easy to collaborate on plans.