Playvox vs EvaluAgent

Kustomer

Zendesk QA

Cognigy.AI

charles

Coolfire Core

CallMiner Eureka

Compare Playvox and EvaluAgent based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving tickets.

CallMiner leads in AI-powered conversation intelligence, analyzing omnichannel interactions to deliver insights that improve customer experience, efficiency, and enhance growth by turning data into actionable intelligence at scale across industries.

Go beyond conventional QA with Zendesk QA – the quality assurance solution that helps companies solidify customer relationships through excellent CX.


Enhance contact center efficiency using Playvox WEM. Streamline operations via Playvox WFM, automate feedback via Playvox QM, and track KPIs for optimal performance.

Activity Dashboard

Activity Monitoring

Activity Tracking

Agent Interface

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Attendance Management

Attendance Tracking

Audit Management

Automated Routing

Automated Scheduling

Budgeting/Forecasting

Campaign Management

Change Management

Collaboration Tools

Compliance Management

Computer Telephony Integration

Customer Experience Management

Customer Surveys

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Data Visualization

Document Coding & Control

Employee Coaching Tools

Employee Database

Employee Management

Employee Onboarding

Employee Reward Programs

Employee Scheduling

Feedback Management

For Call Centers

Interaction Tracking

Intraday Management

Key Performance Indicators

Knowledge Base Management

KPI Monitoring

Labor Forecasting

Leave Tracking

Live Chat

Monitoring

Multi-Channel Communication

Performance Management

Performance Metrics

Process/Workflow Automation

Productivity Analysis

Quality Management

Queue Management

Real-Time Analytics

Real-Time Data

Real-Time Monitoring

Real-Time Notifications

Real-Time Reporting

Real-Time Updates

Reporting & Statistics

Reporting/Analytics

Search/Filter

Sentiment Analysis

Service Level Agreement (SLA) Management

Shift Swapping

Skills Tracking

Social Media Integration

Support Ticket Management

Survey/Poll Management

Surveys & Feedback

Third-Party Integrations

Time Off Management

Time Off Requests

Trend Analysis

Vacation/Leave Tracking

Visual Analytics

Workforce Management

Playvox

Web-based

Cutomer Executive officer

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.

Quality and Training Lead

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.

CPG agent

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.

Customer Experience Analyst II

PlayVox is a tool that makes our quality processes increasingly efficient and dynamic, bringing good results and possibilities to our continuous improvement efforts.

gaming support agent

My overall experience with Playvox is positive and im glad the project went for it as it is easy to use and the data presented in an organized and easy to comprehend manner.

Technical Product Specialist

I love the ability to keep up with my progress as I grow in my role at my company.

BPO for Customer Experience, Sales & Marketing

It is an excellent software and an excellent work tool, intuitive and easy to use.

Customer Care Rep. III-Bilingual

Playbox is very useful because it help find any information needed when heling customer also help keep track of my performances.

Dispatcher

Helping improve the quality of the work. Very good and easy to use.

It is a great tool and many of our procedures are based on the features that Playvox provides. We use Playvox to analyze the quality of the interactions of our B2C Customer Support agents.

It was also great to be able to post on a community space where we could give encouragement to the team.

CS Agent

Congratulations, it's a really nice tool on the daily basis.

Customer service agent

Did find it troubling to have to login every couple weeks or so even though i leave it signed in on my laptop.

CS Trainer

SNOW integration sometimes gives unexpected errors and I have to refresh the page multiple times or close the browser.

Custumer support

I like everything, and bad nothing, i dont know many english sorry.

Business Intelligence Analyst

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.

Playvox screenshot: Playvox Workforce Engagement Management
Master Operations. Engage Employees. Delight Customers. Transform your customer service operations into a hub of efficiency, effectiveness and engagement by integrating your CRM platform.

Playvox screenshot: With at-a-glance visibility to the Customer Service KPIs that dictate your operations success and a clean, centralized dashboard for all your data sources, you can accelerate optimal change at every level of your KPI kingdom.

Playvox screenshot: Playvox Workforce Management Capacity Planner tames the complexity and makes the powerful simple. This is designed for the way customer service and support operates now, and built from the ground up for managing the distributed omnichannel workforce. 

Playvox screenshot: Schedule the concurrent work other WFM solutions can’t support with Playvox Forecasting and Scheduling. Intelligently forecast, schedule, and monitor your workforce without the need of specialized resources or data analysts.

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: Onboard new team members, introduce new concepts, and close skill gaps uncovered during quality evaluations with simple-to-use, modern online learning. With videos, customized learning paths, and certifications, Playvox gives you a quick solution suited f

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.

Large Enterprises

Mid Size Business

Non Profit

Small Business

Coolfire Core is a powerful software solution designed to help companies defeat operational chaos and streamline manual work. By simplifying work management inside and outside the organization, Coolfire Core enables businesses to get more done, optimize the bottom line, and improve overall customer satisfaction.

charles assists companies in pioneering conversational commerce by integrating shop systems, chat apps, and bots in a single platform. Key features include lead distribution & qualification, analytics, human handover, one-to-one messaging, real-time conversations, multi-chat, automation, and more.

Business-focused Conversational AI solution to help enterprises deliver outstanding services experiences.

EvaluAgent is a cloud-based quality assurance solution for customer service and sales teams. It offers robust workflows for performance management. The platform unifies customer conversations, surveys, and agent performance data. EvaluAgent provides automated scoring for calls, emails, and chat.

Access Controls/Permissions

Approval Process Control

Assessment Management

Automatic Transcription

Built-in Course Authoring

Call Center Management

Call Logging

Call Monitoring

Call Recording

Call Reporting

Categorization/Grouping

Chat/Messaging

Commenting/Notes

Communications Management

Complaint Management

Complaint Monitoring

Compliance Tracking

Conversation Intelligence

Corrective and Preventive Actions (CAPA)

Customer Journey Mapping

Customer Service Analytics

Customizable Forms

Data Security

Document Management

Document Storage

Gamification

Goal Setting/Tracking

HIPAA Compliant

Learning Management

Learning Paths/Tracks

Multi-Channel Data Collection

Multiple Scoring Models

Natural Language Processing

Negative Feedback Management

Onboarding

Predictive Analytics

Quality Assurance

Recommendations

Risk Assessment

Risk Management

Self Service Portal

Self-Service Search

Speech-to-Text Analysis

Task Management

Text Analysis

Training Management

Workflow Management

EvaluAgent

Customer Service Training Coordinator

The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that.

Service & Quality Manager

We have not installed the product as yet, but from the support I have received from executives, I am confident that I will be in good hands and supported in the future.

Quality and Compliance Manager

The ease with which I could create my own scorecards and how flexible they were. Reporting is good as well, and easy to present and gives good oversight.

Contact Centre Trainer

Unable to edit the headings on a completed evaluation, if you have made a mistake.

Head of Service Desk

Ease of use and video help guides. A more professional approach to our quality evaluations.

Head of Customer Services

Because I really have to pick one. I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck).

Service Manager

No real dislikes really, maybe more enhanced reporting, (i’m not sure if this is a limitation of the free trial).

The tool is embedded in our culture where multiple departments now use the tool. Real-time feedback to out agents is vital, any problem can now be remedied in real time.

Playvox vs EvaluAgent Comparison (2026)

Playvox

EvaluAgent

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives