PlayVox Pricing, Features, Reviews & Comparison of Alternatives

PlayVox

Quality Assurance Software for customer service teams.

4.8/5 (5 reviews)

PlayVox overview

What is 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.
www.playvox.com

Pricing

Starting from
$15/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

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

Supported languages

English, Portuguese, Spanish
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. Agent Optimization Suite for Remote TeamsPlayVox 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.Playvox Agent Optimization SuiteAgent Optimization Suite for Customer Service TeamsPlayvox Roles Management Feature

PlayVox reviews

Excellent
4

Very good
1

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.3
  4.4
  4.8
  4.3
Tonya Kinney

Quality in a nut shell!

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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Michael Jacobson

A terrific way to monitor quality!

Used daily for 2+ years
Reviewed 2019-08-22
Review Source: Capterra

Pros
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).

Cons
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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Anonymous

Playvox Honest Review

Used weekly for 6-12 months
Reviewed 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
Features

Likelihood to recommend: 5/10

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Michael Selvey

Easy to Use Quality Software

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 7/10

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Anonymous

Awesome Quality check tools

Used weekly for less than 6 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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PlayVox pricing

Starting from
$15/month
Pricing options
Free trial
Subscription
View Pricing Plans

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.

PlayVox features

API
Automatic Notifications
CRM Integration
Customizable Branding
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Language
Real Time Monitoring
Reporting & Statistics
Third Party Integration

Activity Dashboard (109 other apps)
Alerts / Escalation (73 other apps)
Chat (202 other apps)
Email Integration (98 other apps)
Multi-Channel Communication (105 other apps)
Social Media Integration (87 other apps)
Support Ticket Management (77 other apps)
Surveys & Feedback (87 other apps)
Workflow Management (78 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

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
View All Features

Benefits

- 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.