Playvox Pricing, Features, Reviews & Alternatives

Playvox

Quality Assurance Software for customer service teams.

4.76/5 (71 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

Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

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

Supported languages

English
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 Customer Service 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.Agent Optimization Suite for Remote TeamsPlayvox Agent Optimization SuitePlayvox Roles Management Feature

Playvox user reviews

Value for money
Features
Ease of use
Customer support
  4.8
  4.7
  4.7
  4.7
Tonya K.

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.

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Anonymous

Nubank Review

Used daily for 1-2 years
Reviewed 2021-03-01
Review Source: Capterra

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

Minimize review

Kristy S.

Playvox as a Customer service agent

Used daily for 2+ years
Reviewed 2020-10-16
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

Minimize review

Ariel T.

Overall satisfied

Used weekly for 6-12 months
Reviewed 2021-03-12
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 7/10

Minimize review

Daulet T.

Review of using Playbox

Used weekly for 6-12 months
Reviewed 2020-10-16
Review Source: Capterra

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Playvox pricing

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
Alerts / Escalation
Alerts/Notifications
Customizable Branding
Knowledge Base Management
Live Chat
Monitoring
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Surveys & Feedback
Third Party Integrations

Activity Dashboard (164 other apps)
Call Center Management (141 other apps)
Chat/Messaging (236 other apps)
Email Management (152 other apps)
Mobile Access (139 other apps)
Multi-Channel Communication (191 other apps)
Self Service Portal (158 other apps)
Support Ticket Management (142 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

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.