Playvox Reviews

Pros

Coaching sessions and calibrations are much more manageable with this platform. It covers everything we need, from organizing people into teams to offering a strong range of customizable actions.

Cons

Every now and then the text editor acts up a bit. An auto-save option for anything being written would be a really nice addition.

Pros

It seems to have potential but it still doesn't like its ready for global organizations that need omnichannel scheduling.

Cons

Our team ran into problems during onboarding when trying to set up global schedules. A few weeks ago,�it�also completely disappeared on us and no one at the company responded to our emails even though we're paying customers.

Pros

Using it as an agent has been very easy. It helps us keep track of the quality of our work and supports continuous improvement on a daily basis.

Cons

I have not had any problems. It's very easy to use and the clean design simplifies daily work.

Pros

What I like most about Playvox is that it lets us monitor calls and chats which really helps us improve our product knowledge and overall skills.

Cons

No issues to report so far as Everything with�it�has been good.

Pros

Connecting it to Zendesk through the API works very well and makes ticket audits much simpler to review. The agent organization chart is also very helpful because it gives clear visibility into reporting lines and who reports to whom. On top of that the UI is user-friendly and easy so it's simple to navigate.

Cons

One inconvenience is that�it�usually requires a separate instance for each Zendesk instance. In our case, we have five Zendesk instances so managing logins across different instances becomes pretty tiresome. We've also run into occasional issues with SSO through Google Workspace from time to time.

Pros

One of the most useful parts of Playvox is how our Quality team can leave comments on every evaluation and share details about the specific ticket or case we handled. It also lets us go through their assessment and acknowledge it afterward. On top of that there's a dashboard where we can track our overall QA evaluation percentage and quickly spot which sections we make the most mistakes in.

Cons

Everything has been working really well with�it. So no cons to share.

Pros

It gives us a very convenient way to share feedback and handle evaluations.

Cons

Honestly I cannot think of anything to dislike or any reason not to use�this software.

Pros

Using Playvox has not been a problem because the platform is lightweight and uncomplicated. One thing I especially like is the interface since it loads with almost all the key information right away. It lets me quickly spot the areas where I am struggling which helps me understand what needs attention and come up with better ways to improve.

Cons

Because�it�is focused only on your performance data or scorecards, I really don't have any complaints about�it.�It�gives you a clear way to either improve the areas that need work or maintain the performance you're already doing well in.

Pros

The call monitoring and recording tools have been very useful. It works very well as a customer service solution and it also makes it simple to stay on top of ticket follow-ups.

Cons

The only downside in my opinion is that�it�isn't the most affordable option.

Pros

I must say the reports from the Quality team are clear and basic so they're very simple to understand.

Cons

To be honest I have nothing to share when it comes to cons.

Pros

One thing that really stands out with Playvox is how transparent everything is. The report and score summaries are laid out clearly so it's simple to keep track of performance. It also shows what has already been signed and acknowledged which is very helpful. On top of that the monthly score summaries are useful and the real-time notifications keep everything up to date.

Cons

I haven't run into any issues so far. Everything has been working well and is simple to access.

Pros

Playvox has had a huge positive effect on my growth at Turo, where I currently work. It lets me monitor my QA score along with my agents' scores in real time which has been incredibly helpful. We handle around 4 to 6 audits every week and so far we still haven't run into any issues at all.

Cons

Honestly I cannot think of anything I dislike about�it�because my experience using�this tool�has been outstanding so far.

Pros

At work, we needed a tool like this to view our QA scores and access the information we need to review and it has been very useful for that.

Cons

Nothing that I see as an issue for now. If ever something comes up I will surely mention that.

Pros

Overall the application was very easy to use and the interface is user-friendly. We use Playvox mainly to review our customer interactions and it gives us important details for every interaction we handle.

Cons

I really haven't run into any issues with�it�because�it's user-friendly and simple to work with.�It�lets us review and check our interactions with customers without any trouble.

Pros

One feature I really love is being able to review and clearly see my work performance displayed for the company. It helps showcase what I have accomplished in a very helpful way.

Cons

It�feels perfect to me and�it�has all the features I have been looking for. Everything has been helpful so I honestly don't see anything that needs improvement.

Pros

Using this software has been a really positive experience. It's simple to jump into and start using without any hassle and it comes with excellent tools for carrying out quality analysis for agents and team leaders across the company.

Cons

My only issue with�it�is that if�it's already open in one window,�it�won't let you open�it�in another while you're in the middle of doing evaluations.

Pros

Getting to each section is easy whenever I need to complete monitoring and evaluations.

Cons

Seeing my score can be a bit discouraging when the result isn't very good.

Pros

It gives me complete feedback on how I interact and engage with my customers.

Cons

It�doesn't support every language and there are occasional errors when creating tickets, though�it�doesn't happen all the time.

Pros

Playvox is very user friendly and easy to use. It helps me keep track of my daily workflow and make sure everything is being completed according to plan. The activity stream is especially useful because it instantly shows me whether my leave request has been approved or not.

Cons

Have nothing negative to say because�it�has been proven extremely useful and impressive. Everything is clear, understandable and simple to navigate.

Pros

This software is impressive overall. It makes the shift into work tracking and building customer relationships is a not hassle too. Really a valuable tool!

Cons

At this point I think adding a pop-up option to�it�would be a real game changer.