G2 Crowd gives a real-time look at how dreamforce sponsors and exhibitioners stack up.
PlayVox

PlayVox

4.4
(32)

PlayVox is a modern Quality Assurance software. Improve customer experience and satisfaction by evaluating, coaching, training and motivating your agents to increase their performance. All in one centralized place.

Work for PlayVox?

Learning about PlayVox?

We can help you find the solution that fits you best.

PlayVox Reviews

Ask PlayVox a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 32 PlayVox reviews
LinkedIn Connections
PlayVox review by Sarah H.
Sarah H.
Validated Reviewer
Verified Current User
Review Source

"A great support QA and social team platform"

What do you like best?

Creating evaluation forms is very simple, keeping the entire team on a single platform makes it easy for team managers and leads to know all of their directs are getting the proper evals and coachings, and the social element and karma store is a great way to boost team morale and keep everyone engaged in the QA process.

What do you dislike?

I often go to Playvox to give recognition points to employees for completing certain tasks (like being the first set of people to complete a new training), but I have no way to easily see a list of who I've recognized or given points to recently. I just have to scroll through the entire board in chronological order. this is cumbersome if I have to split my recognition between times or days.

Recommendations to others considering the product

Be very concrete about your goals for QA, for your team, and for Playvox. When implementing, meet with stakeholders regularly and document the procedures you've developed. Get feedback for the processes and adjust as needed (e.g., our evaluation went through several iterations and test stages before we landed on what really worked for us). It's been helpful for us to know who our go-to person is for PV questions on our teams.

Also, if PV doesn't offer a functionality you need, contact them to see how your need can be met using their tools or how they could add that functionality. They've been very responsive to our needs and have made adjustments in the past based on feedback we've left.

What business problems are you solving with the product? What benefits have you realized?

We needed a way to manage our support quality assurance evaluations that integrated with ZenDesk and allowed customized access to managers and team leads, as well as a platform that could provide metrics for all our QA heuristics. Playvox had this functionality and integration, along with a number of bonus features. Our sales team is now using it to manage their coachings as well.

Since implementing Playvox our CSAT has improved and the feedback from our teams is very positive. They know where they stand and what the expectations are for all their interactions and suggested improvements.

Sign in to G2 Crowd to see what your connections have to say about PlayVox
PlayVox review by Alexis W.
Alexis W.
Validated Reviewer
Verified Current User
Review Source

"Playvox helps us engage, coach and support our support team! "

What do you like best?

I like the karma points feature as a way to encourage productivity and interaction on our remote support team.

Also, the Zendesk integration Playvox supports makes pulling and grading interactions easy and keeps everything centralized for ease of tracking and coaching.

What do you dislike?

Karma Store - Agent has to provide a confirmation code in order for the store administrator to complete the order.

Karma Store - When an agent purchases an item there is no notification to admin

Deleting a Community posts takes away karma points that had been previously awarded to people who had liked the post or participated in an action

No evaluation dispute function and hence no built-in reporting or insights into evaluation disputes

Recommendations to others considering the product

Read the documentation when creating scorecards and filters for interactions!

What business problems are you solving with the product? What benefits have you realized?

We use Playvox to help with the engagement of our remote support team, which is helpful for retention and morale. We use the Karma Store to gamify work so we can tackle volume more effectively.

What Contact Center Workforce solution do you use?

Thanks for letting us know!
PlayVox review by Emilia S.
Emilia S.
Validated Reviewer
Verified Current User
Review Source

"Playvox as an L&D tool"

What do you like best?

Apart from the product itself which proves to be a really comprehensive quality management platform, I'm extremely happy with Playvox's support.

It's not only quick and really helpful but I had numerous times had the pleasure of proposing some solutions or improvement to the tool that would make it easier for us to use it and almost always they managed to deliver.

What do you dislike?

I don't think I really dislike anything about the program. I would like for it to have a little bit more complex e-learning mode, preferably one that accepts htlm bundles or scorm packages but for the current purpose, it's not a necessity.

What business problems are you solving with the product? What benefits have you realized?

We mostly use it as a quality monitoring platform, using quality-related features most prominently and e-learning modules to some extent.

It allowed us to speed up the quality monitoring process, implement the full transparency of it, increase the number of assessments and in consequence improve overall quality of our customer-facing teams. It also allows us to have all communication channels easily accessible in one place.

PlayVox review by Alexey V.
Alexey V.
Validated Reviewer
Verified Current User
Review Source

"Right tool for the proper QA "

What do you like best?

Majorly I like the responsiveness of the team in regards to some features or business-critical functionality. Working with them for 2 years already made me very satisfied with the current functionality of the app and I'm looking forward to working with the devs team on upcoming needs.

What do you dislike?

Customization is quite a tough task (CSS-wise). Even though Metro style has been long gone, big controls on the dashboard are making it quite hard to fit the screen even with the maximum resolution.

What business problems are you solving with the product? What benefits have you realized?

There are soma aspects of QA Evaluations that are not common for some QA Standards, thus I am working with devs team to enhance their product to have more flexibility and expandability.

PlayVox review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Love PlayVox for our large project!"

What do you like best?

We enjoy having the ability to assign certain scoring criteria to different "teams". The metrics displayed helps us to see where our agents are doing well and where they need improvement. This allows us to quickly provide them needed feedback and focus on other tasks at hand. The reporting is very useful and easy to use!

What do you dislike?

Most of the sort filters (especially in the pending evals) are not useful or nonexistent at the moment . If improved, this would be great! The notifications can be spammy and have limited customization. A bulk send option for the evaluations would be amazing in order to lessen the notifications to agents!

Recommendations to others considering the product

When setting up, map out your desired scoring factors first- it will save you time initially and in the future. We have a large management team so the 2 scoring factor is great to even the load allowing less experienced management to "pre-score" then pass it on to advanced members. Highly recommend using this feature!

What business problems are you solving with the product? What benefits have you realized?

Reporting is the best for us right now. Prior to PV, we were using spreadsheets so metrics were manual and took a lot of time to compile. Now we can simply adjust the dates and pull any data we need and some we don't! It's great for our management team and our agents. We are all very pleased with this and have seen an improvement with our agents' quality of work since implementing PV.

PlayVox review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Less is More"

What do you like best?

The Community Section, Karma Store, and Recognition badges.

Our agents really appreciate this feature and the added gamification aspect is a great way to encourage agents without threatening them with consequences. Write ups aren't necessary because we can just dock Karma Points.

What do you dislike?

UI isn't user friendly, agents get lost a lot and complain frequently about how they're unable to find the information needed to help them succeed.

It would be nice if there was a more centralized area to see performance metrics across the board, not just QA in one place and other metrics in another. It would also be great if the graphs and charts were easier to read - sometimes it can get really confusing and you really have to dig to find the information that you want.

Recommendations to others considering the product

Make sure you know what you need from your QA platform before committing to Playvox. They have a lot of work to do, but it seems like they're eager to better themselves. Make sure you provide them with lots of user feedback, it seems like they take it pretty seriously.

Our agents do have a lot of complaints about how easy it is to use on their end. There's so much going on and so many places you can get lost that a lot of very important information unfortunately gets lost easily. It seems like they're updating small details over the course of a long period of time, but it would be nice if they'd revamp one portion first before moving on to another.

A lot of the comments we've received regarding the platform are super encouraging about the Community section, but most agents dislike the Quality and Performance sections.

I do think that if they could improve all of the moving parts they'd really have a great product.

What business problems are you solving with the product? What benefits have you realized?

CSAT has increased and overall quality of service has increased. We have been able to identify multiple department issues as well as individual issues that we wouldn't otherwise have noticed. We have also been able to implement better Performance Rubrics to give agents more specific goals to work toward.

The Karma Store and Community have been great assets. We have discussions in the Community Board and we're able to update agents with new information on a regular basis. We just wish that it were easily searchable rather than just by hashtag.

PlayVox review by cody k.
cody k.
Validated Reviewer
Verified Current User
Review Source

"Workplace Community "

What do you like best?

I love the ability to communicate and utilize additional features such as badges and shout-outs, to highlight other users work and enhance their day. Everything is in located in a very convenient format, so understanding how to utilize Playvox is a breeze!

What do you dislike?

To be honest their currently isn't much to dislike. Most desired features can be found throughout the platform!

Recommendations to others considering the product

I would recommend ensuring everyone is familiar with how to message others, and make full use of the coaching/evaluation areas.

What business problems are you solving with the product? What benefits have you realized?

We're able to address communication, advising, and more consolidated areas to make work life easier.

PlayVox review by Ayesha R.
Ayesha R.
Validated Reviewer
Review Source

"PlayVox for Customer Support & Experience "

What do you like best?

PlayVox is integratabtle with both TalkDesk and ZenDesk. This allows us to pull all tickets for both voice & written interactions within the PlayVox platform. We are able to create our own scorecards to review our channel mix. This helps in determining what within our omni channel support structure requires more training or coaching.

What do you dislike?

I would like to see sample scorecards and sample coaching/training materials within the platform.

Recommendations to others considering the product

Definitely should try and provide inputs as per industry. PlayVox team is always willing to take on new challenges with feature requests and willing to go the extra mile.

What business problems are you solving with the product? What benefits have you realized?

- standardize and streamline processes in order to shorten support time

- quality of support is improved

- reports used to identify individuals who require training and how the department is performing as a whole

PlayVox review by Dharam Y.
Dharam Y.
Validated Reviewer
Review Source

"Team Analyzer"

What do you like best?

We got the access to see the actual area of development which is very important to take the correct action in correct direction.

What do you dislike?

There is no such entity which we found to be disliked but there are some sections where we face conflict about where to mark down the team mates.

Recommendations to others considering the product

This is a great tool where you can evaluate the assignments of the team mates who are working around and upon those evaluation you will get the clear vision of the current situation in your particularize department.

What business problems are you solving with the product? What benefits have you realized?

It has helped realtime to get the customer service on track. We have realized that the overseas managers getting the crystal clear picture about the progress in the team.

PlayVox review by Tonya K.
Tonya K.
Validated Reviewer
Verified Current User
Review Source

"Quality Assurance"

What do you like best?

Being able to review all the details of the customer interaction in one place.

What do you dislike?

The rewards program (gift cards) appears to be limited to US based businesses and we work with many remote freelancers around the world.

What business problems are you solving with the product? What benefits have you realized?

PlayVox provides an easy flow that allows both the quality assurance manager and team members the ability to contribute to their developmental action plan, set goals and show case their successes.

PlayVox review by Quiarra W.
Quiarra W.
Validated Reviewer
Verified Current User
Review Source

"Great performance tracking tool!"

What do you like best?

Playvox has been great with tracking my teams performance! It's super easy to use and to navigate through.

What do you dislike?

It's a little difficult location some reviews at times.

Recommendations to others considering the product

Playvox is a great asset for employee performance management.

What business problems are you solving with the product? What benefits have you realized?

Process and policy adherence has been easier to track and gauge since we're launched Playvox department wide. It's helped us realize that it's true that you cannot manage what you don't measure.

PlayVox review by Jessica W.
Jessica W.
Validated Reviewer
Verified Current User
Review Source

"Great Motivation & Abilities "

What do you like best?

The fact that it give my agents great motivation to do their jobs. It also helps them with getting better at their jobs from the Quality Assurance side of things

What do you dislike?

I wish there was a way to be able to have everyone give certain points/ or change things for their teams. I wish it wasn't just one admin based.

What business problems are you solving with the product? What benefits have you realized?

Giving agents more incentive to do better

PlayVox review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Great venue for everyone to meet and communicate"

What do you like best?

I love that there's a feed like a social site, and we can award badges for doing well.

What do you dislike?

The formatting on the reports is just close enough to a spreadsheet to be usable, but not close enough to be smooth. Might be better as a form instead. Can't navigate like you would in a spreadsheet and can't paste date from outside reports into them in multiple cells.

What business problems are you solving with the product? What benefits have you realized?

We use it to help coach our agents, and it provides a great venue for CS and CXI (our quality team) to meet and have discussions over particular customer interactions.

PlayVox review by User in Banking
User in Banking
Validated Reviewer
Review Source

"Playvox review "

What do you like best?

PlayVox helps businesses train their customer support staff for better performance and improved customer experience.

With playvox, we don’t need to use spreadsheets for quality assurance and claims that it’s possible to run a call center operation without multiple platforms and software, and complex downloads and installations.

What do you dislike?

In my opinion, the only negative aspect of Playvox would be the costing. Other than that I am extremely satisfied.

Recommendations to others considering the product

It aims to enhance performance and customer experience, and claims to help create a QA monitoring program in just five minutes. Customer interactions can be analyzed in all channels for a robust evaluation of coaching and motivation. I recommend it.

What business problems are you solving with the product? What benefits have you realized?

It is a top-quality monitoring software for live chat, email and phone, which helps businesses analyze how the customer support staff interacts with actual customers.

PlayVox review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"PlayVox is an excellent Quality Assurance Software"

What do you like best?

The software is user friendly and intuitive. It should also be noted that we can certainly see an improvement within our customer service department since we launched our quality assurance initiatives.

What do you dislike?

There are some limitations with regard to Calibrations. The Expert answers and explanations should be available before all participants complete the calibration. We should not have to wait for all to complete to review the explanations.

What business problems are you solving with the product? What benefits have you realized?

We use this software for Customer Service quality assurance and it is meant to help agents grow and develop.

PlayVox review by Natalia J.
Natalia J.
Validated Reviewer
Review Source

"Must be the best tool for startups"

What do you like best?

We are on the basic plan, but works for us better than spreadsheets. Work is easier with our help desk integrated and the tool allows nice interactions. Their support is very responsive.

What do you dislike?

I would like an ability to set up p2p reviews.

What business problems are you solving with the product? What benefits have you realized?

PlayVox helps us keep the same level of support across all the teams and helped to introduce QA as a process first time. You can easily track down what are your pain points and help people improve through an interactive coaching.

PlayVox review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Open communication with a willingness to help me and my Team succeed. "

What do you like best?

I enjoy the chat feature and the ability to ask questions on the fly. I also appreciate the willingness of the Playvox Team to work with me and try their best to accommodate to my needs.

What do you dislike?

Hardly anything, but sometimes the formatting options I don't agree with.

Recommendations to others considering the product

Worth it. Ask about a trial period and meet and discuss concerns.

What business problems are you solving with the product? What benefits have you realized?

Using Playvox has really given us a deeper look at Quality and helped progress within our Team while working through challenges.

PlayVox review by David D.
David D.
Validated Reviewer
Review Source

"While it's good, sometimes I feel like it could be easier to navigate. "

What do you like best?

I like that it provides one place for everyone to see their reviews and coaching sessions in one area.

What do you dislike?

I don't like the format of the site. I also hate when something is pasted it moves the entire screen up. I also feel like it could be easier to navigate.

What business problems are you solving with the product? What benefits have you realized?

We do all of our coaching and document all of our 1x1's through the site.

PlayVox review by Industry Analyst / Tech Writer in Translation and Localization
Industry Analyst / Tech Writer in Translation and Localization
Validated Reviewer
Verified Current User
Review Source

"Quick and easy way to conduct QA"

What do you like best?

The customisation option are endless and the statistics that are created are invaluable.

What do you dislike?

It's a bit difficult to switch between different views, so the design could be clearer.

What business problems are you solving with the product? What benefits have you realized?

It helps us evaluate how effective our employees are and to discover shortcomings in our employee trainings. We are able to track the learning curve and progress of our employees better.

PlayVox review by Gannon S.
Gannon S.
Validated Reviewer
Review Source

"Helpful to catalog coaching sessions"

What do you like best?

I like how previous coaching are all in a single place. It helps with seeing what has been discussed previously for reference

What do you dislike?

Using table in coaching forms can be a little complicated, as formatting does not always stay consistent.

What business problems are you solving with the product? What benefits have you realized?

Using the platform for QA and coaching purposes. It's a good product for consolidating all reviews, evaluations and coachings completed

PlayVox review by User
User
Validated Reviewer
Verified Current User
Review Source

"Good"

What do you like best?

really easy to use it's efficient and it looks good

What do you dislike?

well to be honest up until now I like it so far

Recommendations to others considering the product

it would be nice if you include a quick guide to get to know the program a little bit better wouldn't hurt anyone

What business problems are you solving with the product? What benefits have you realized?

evaluations coaching sharing information its really reliable in my work area

PlayVox review by User
User
Validated Reviewer
Verified Current User
Review Source

"Interesting site"

What do you like best?

Cleaner interface, easier than what we were doing before (sending excel sheets with the quality information)

What do you dislike?

Had to spend some time playing with the features to be able to get used to it.

What business problems are you solving with the product? What benefits have you realized?

You can make sure that the others are seeing the quality, and you can also do the coaching sessions, which is really cool

PlayVox review by Craig D.
Craig D.
Validated Reviewer
Review Source

"Playvox Review"

What do you like best?

I love that we can set custom grades and custom requirements for each section of our QA report.

What do you dislike?

I think that sometimes the review structure in terms of numerical scoring could be less restrictive.

What business problems are you solving with the product? What benefits have you realized?

We are making our quality for claims handling better. People are more empathetic and detailed in their claims handling.

PlayVox review by User
User
Validated Reviewer
Verified Current User
Review Source

"Very good app for quality evaluations "

What do you like best?

I really enjoy being able to customize the evaluations we preform. I like how there is a comment section.

What do you dislike?

There is nothing I dislike about Playvox.

What business problems are you solving with the product? What benefits have you realized?

Evaluations of cases from customer service agents.

The benefit I have found is being able to leave detailed information in order to educate agents.

PlayVox review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Very good quality tool"

What do you like best?

The community side of it which allows to interact between users

What do you dislike?

Nothing particularly, except maybe the design and layout that could be improved but nothing urgent/important

Recommendations to others considering the product

Go for it.

What business problems are you solving with the product? What benefits have you realized?

Quality of my agents chats, calls and emails.

It allows me to spot the mistakes and highlight the achievements

PlayVox review by User
User
Validated Reviewer
Review Source

"Playvox review"

What do you like best?

I like the Karma points for encouraging good behavior and having access to the entire team's stats in one place. I also like that it integrates into ZenDesk

What do you dislike?

There's a lack of robust reporting/insights. The notification section could use some flexibility as to what you'd like to see instead of seeing every interaction.

What business problems are you solving with the product? What benefits have you realized?

Consolidating our quality process around ticket flow. It also increases retention to have a karma point goal to work towards and takes the sting out of the quality process.

PlayVox review by Jordyn T.
Jordyn T.
Validated Reviewer
Review Source

"Playvox- Great coaching tool"

What do you like best?

I like that our reps can comment back on the review.

What do you dislike?

I wish you could have more than one question with Zero points for tracking purposes.

What business problems are you solving with the product? What benefits have you realized?

Quality of our files- working on improvements across multiple teams. It also helps us identify trends.

PlayVox review by Kyle D.
Kyle D.
Validated Reviewer
Review Source

"All in one Quality Management"

What do you like best?

The fact that it is all contained in one location.

What do you dislike?

The form is a little dull, but fully funtional.

Recommendations to others considering the product

Love the learning feature as well. We plan to purchase it soon.

What business problems are you solving with the product? What benefits have you realized?

We are isolating trends and implementing ways to improve them.

PlayVox review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Happy with the application"

What do you like best?

Ease of use, cool dashboards, unlimited calls.

What do you dislike?

Lack of API for complete user control. Calls information can be improved.

What business problems are you solving with the product? What benefits have you realized?

Quality analysis and agent performance have been improved.

PlayVox review by User
User
Validated Reviewer
Review Source

"Awesome QA!"

What do you like best?

I really like Playvox, I like the functionality and reviewing with my team members.

What do you dislike?

It is hard to filter the dates and ranges that you want your QA from. Sometimes I do find it hard to navigate through the site.

What business problems are you solving with the product? What benefits have you realized?

We are helping our claims department by reviewing claims and finding out the QA scores. This leads to better customer service and handling.

PlayVox review by User
User
Validated Reviewer
Verified Current User
Review Source

"Easy to use, nice interface"

What do you like best?

The badge feature would be my favorite feature

What do you dislike?

I do not dislike any features personally

What business problems are you solving with the product? What benefits have you realized?

Quality Assurance coaching and evaluations

PlayVox review by Administrator
Administrator
Validated Reviewer
Review Source

"Awesome Reporting and Support"

What do you like best?

Workloads, Reporting and their fast support

What do you dislike?

Date ranges and limitations of what you can filter.

What business problems are you solving with the product? What benefits have you realized?

Getting the quality, productivity and efficiency and knowledge of our agents

Learn more about PlayVox

PlayVox Videos

Kate from G2 Crowd

Learning about PlayVox?

I can help.
* We monitor all PlayVox reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.
PlayVox
4.4
(32)