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Playvox Logo

WEM Software for customer service teams.

Last updated: November 2024

Table of Contents

Playvox - 2025 Pricing, Features, Reviews & Alternatives

What is Playvox?

Improve contact center efficiency with Playvox Workforce Engagement Management. Ensure accurate staffing forecasts while upholding service excellence. Playvox WFM simplifies forecasting, scheduling, and reporting, leading to cost savings and service enhancements through real-time insights. Employ Playvox QM, which leverages AI, gamification, and automation for streamlined scoring and feedback, enhancing customer experiences. Replace manual processes with AI integration for faster issue resolution. Track essential KPIs to meet customer needs and financial goals, ensuring lasting customer satisfaction and financial prosperity.

Benefits of using Playvox

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.

Starting from

15

/user

Per month

Alternatives with better value for money

Playvox's key features

Most critical features, based on insights from Playvox users:

Reporting/Analytics
Alerts/Escalation
Employee Coaching Tools
Feedback Management
Live Chat
Performance Metrics

All Playvox features

Features rating:

Customizable Templates
CRM
Employee Scheduling
Campaign Management
Automated Scheduling
Automated Routing
Quality Management
Real-Time Notifications
API
Alerts/Notifications
Reporting & Statistics
Sentiment Analysis
Support Ticket Management
Activity Dashboard
Interaction Tracking
Process/Workflow Automation
Multi-Channel Communication
Customer Experience Management
Knowledge Base Management
Third-Party Integrations
Real-Time Analytics
Data Import/Export
AI/Machine Learning
Surveys & Feedback
Real-Time Data
Real-Time Monitoring
Attendance Management
Real-Time Reporting
Real-Time Updates
Search/Filter
Agent Interface
Service Level Agreement (SLA) Management
Shift Swapping
Skills Tracking
Social Media Integration
Activity Tracking
Survey/Poll Management
Activity Monitoring
Time Off Management
Time Off Requests
Trend Analysis
Vacation/Leave Tracking
Visual Analytics
Workforce Management
Customizable Reports
Customer Surveys
Data Visualization
Document Coding & Control
Employee Database
Employee Management
Employee Onboarding
Employee Reward Programs
Computer Telephony Integration
For Call Centers
Compliance Management
Intraday Management
Collaboration Tools
KPI Monitoring
Labor Forecasting
Leave Tracking
Monitoring
Budgeting/Forecasting
Performance Management
Audit Management
Productivity Analysis
Attendance Tracking
Queue Management

Playvox awards

Playvox alternatives

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Playvox pricing

Value for money rating:

Starting from

15

/user

Per month

Pricing details
Subscription
Free trial
Free plan
Pricing range

Playvox integrations (27)

Integrations rated by users

We looked through 109 user reviews, to identify which products are mentioned as Playvox integrations, and what is the users perception.

Freshdesk logo
Freshdesk

Integration rating: 5.0 (2)

Kustomer logo
Kustomer

Integration rating: 5.0 (2)

LiveChat logo
LiveChat

Integration rating: 5.0 (1)

Integration rating: 5.0 (1)

Playvox support options

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Chat
Email/Help Desk
Phone Support

Training options

Documentation
Live Online
Videos
Webinars

Playvox reviews

Overall rating

4.8

/5

109

Positive reviews

97

%

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.17/10
Rating distribution

5

4

3

2

1

90

16

1

2

0

Pros
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.
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.
This software is amazing. There is so much you can do with this software, it is nice that you can select options, and easily navigate through the system.
Cons
Did find it troubling to have to login every couple weeks or so even though i leave it signed in on my laptop.
SNOW integration sometimes gives unexpected errors and I have to refresh the page multiple times or close the browser.
I like everything, and bad nothing, i dont know many english sorry.

Playvox FAQs

Q. What type of pricing plans does Playvox offer?

Playvox has the following pricing plans:
Pricing model: Subscription

These products have better value for money


Q. Who are the typical users of Playvox?

Playvox has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business


Q. What languages does Playvox support?

Playvox supports the following languages:
English


Q. Does Playvox offer an API?

Yes, Playvox has an API available for use.


Q. What other apps does Playvox integrate with?

Playvox integrates with the following applications:
Dialpad, Freshdesk Omni, Talkdesk, Calendly, RingCentral Contact Center, BroadVoice Cloud PBX, Vonage Contact Center, Glia, Natterbox, Freshdesk, Help Scout, CloudTalk, Salesforce Sales Cloud, Slack, UJET, LiveChat, ServiceNow, Kustomer, Helpshift, Amazon Connect, Intercom, Zendesk Suite


Q. What level of support does Playvox offer?

Playvox offers the following support options:
Knowledge Base, Chat, Email/Help Desk, Phone Support

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