Über Playvox

Playvox ist eine cloudbasierte Lösung, mit der Qualitätssicherungsteams die Leistung von Agenten überwachen und Kundenserviceprozesse optimieren können. Analysten können personalisierte Frage-und-Antwort-Formulare oder Scorecards verwenden, um Kundeninteraktionen zu bewerten und den Agenten Feedback in Echtzeit zu geben. Playvox verfügt über ein Dashboard, mit dem Unternehmen Qualitätskalibrierungen durchführen und Berichte über die Gesamtleistung der Agenten erstellen können. Manager können die verbesserungswürdigen Bereiche für Mitarbeitende bestimmen, personalisierte Schulungssitzungen erstellen und den Fortschritt von Führungskräften anhand von definierten Zielen verfolgen. Darüber hinaus können Nutzer Bildungsinformationen in der Datenbank speichern und leistungsstarke Agenten mit Abzeichen oder Geschenkkarten belohnen. Playvox ermöglicht die Integration in verschiedene Anwendungen von Dritten wie RingCentral, LiveChat, ZenDesk, Talkdesk, Intercom, HelpScout und anderen. Das Produkt ist im Rahmen eines Monatsabonnements verfügbar und der Support wird per Live-Chat, Telefon, E-Mail und andere Online-Ressourcen bereitgestellt.
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Playvox Preis

Playvox bietet keine Gratisversion und keine kostenlose Testversion.

Startpreis:
Nicht vom Anbieter bereitgestellt
Kostenlose Version:
Nein
Kostenlose Testversion:
Nein

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Nutzerbewertungen zu Playvox durchsuchen

109 von 109 Bewertungen
Sortieren nach:
John Epok
John Epok
  • Branche: Telekommunikation
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 1.6.2024

Robust QA Framework Through Playvox

While we mostly use Playvox for QA purposes, our overall experience with the platform is okay as it does fairly deliver based on our use cases.

Vorteile

- can be easily integrated with Zendesk through API which makes ticket audits a lot easier to review
- agent organization chart which provides visibility to further know who reports to who
- UI/UI which is very user-friendly and straightforward

Nachteile

- generally needs a separate Playvox instance for each Zendesk instance which is bit tiresome as in our use case we have 5 Zendesk instances. You can just imagine the amount of effort we need spend just to login to different Playvox instances
- SSO via Google Workspace had some issues every now and thn

Christian
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 1.11.2023

Playvox review

Playvox provide easy access on quality response and easy to understand. Will give you ample time to dispute if you thing your quality review is not right

Vorteile

Easy to understand report provided by Quality team

Nachteile

None so far, Playvox is easy to navigate as well

Stela
  • Branche: Gastgewerbe
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
1

2
Bewertet am 5.10.2024

Promising tool but not ready for global organizations disengaged team

Vorteile

The tool looks promising while not ready for global organizations with omnichannel schedule

Nachteile

We got stuck during onbaording with building global schedules. At one point a couple of weeks ago, Playvox completely ghosted us - with nobody in the company ever responding to our emails even though we are a paying customer

David
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 1.11.2024

Playvox is perfect for quality assurance between teams.

Great tool for keeping track of coaching sessions and do calibrations between teams. It is really useful for a team lead to keep documentation on their team members progress.

Vorteile

Useful solution for coaching sessions and calibrations. Provides everything needed such as grouping in teams and a robust selection of customizable actions.

Nachteile

Very rarely the text processor can glitch out, so I believe an auto-save feature for what you're writing would be pretty cool.

Khim Cate
  • Branche: Transport/Güterfrachtverkehr/Schienenverkehr
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 27.10.2023

Playvox rocks!!!!

It is great and easy to use. We use it as a tool for monitoring client phone calls and providing feedback to employees. It makes everything easier since everything is organized.

Vorteile

I like how transparent Playvox is. You can easily see the summary of your reports and scores. You can also see what was already signed and acknowledged. It also summarizes your monthly scores, which is great and the notifications are real time.

Nachteile

None, everything is great and easy to access.

Jeff
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.6.2024

Playvox make our work life so much better.

Overall experience with Playvox is great since it helps us be better with our work and improved communication skills.

Vorteile

What I like most about playvox is we're able to monitor our call/chats and improve our skills about the products.

Nachteile

None so far. Everything with playvox is good.

Jetson
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 8.8.2024

Playvox Review.

10/10. Playvox is a very useful product. It helps us to get our job done more easily and makes us more productive because we always save time using this product.

Vorteile

Playvox is so easy to use as an agent. It allows us to monitor the quality of our job and help us to improve on daily basis.

Nachteile

None. Playvox is so easy to use and has a very calm interface that allows us to work more easily.

Jannice Gwen
  • Branche: Transport/Güterfrachtverkehr/Schienenverkehr
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 30.5.2024

Playvox helps us review the quality of each interactions that agents have

Vorteile

I believe the most helpful feature of Playvox is that our Quality team is able leave comments to each of our evaluations and are able to provide us information such as the details of the ticket/case we have handled. We are also able to review their review and acknowledge it. We also have a dashboard where in we can see the total percentage of our QA Evaluations and at the same time see which sections we mostly have errors.

Nachteile

None so far, everything is doing well for Playvox

Jonnel
  • Branche: Telekommunikation
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 24.10.2023

My Review on this tool.

My over all experience on this tool was very satisfied i will recommend this.

Vorteile

On our job we needed this kind of tool so we can see our QA's and also the information that we need to check.

Nachteile

What i like about the Playvox is we can track our quality evaluation and it was very helpful to us.

argel
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 24.10.2023

My Playvox Experience

I'm glad that we use Playvox specially on reviewing our interactions with our customers. It provide detailed answer on what we need to improve as a call center agent.

Vorteile

Easy to navigate and user friendly application. Playvox is the tool that we used specially on reviewing our interactions with our customer. It provide important details in every interaction that we have.

Nachteile

I don't have any problem using Playvox since it is user friendly, easy to use. We can review or check our interactions with our customer.

Wilson
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 27.10.2023

Easy to use

Vorteile

Playvox has made a great impact on my career growth here in Turo ( currentl company). This made track my QA score as well as my agents score real time. We're having 4-6 audits weekly and so far we haven't encountered any issues at all.

Nachteile

I couldn't think of anything that I'd like least about Playvox since my experience in using this special tool is so far incomparable

Emetu
  • Branche: Einzelhandel
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 4.12.2023

My Experience With Playvox

Vorteile

I like the call monitoring and recording features
It acts as a great customer service solution
It makes following up on tickets easy

Nachteile

I think the only con is that Playvox is not the most affordable option.

Alexis
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.2.2023

an effective tool to keep you on track

I've had a wonderful overall playvox experience! I appreciate how simple and user-friendly this application is and how it can help you stay on top of all you need to do every day. I really like the pop-up menus that appear when it's time for a break or lunch.

Vorteile

I adore how user-friendly and simple this playvox is. I can monitor my daily routine and ensure that everything is carried out as planned. I really like the activity stream feature, which lets you know instantly whether or not your leave request has been approved or not.

Nachteile

I have nothing negative to say about the product thus far because it is so amazing and useful. Everything is understandable and simple to use.

Nikoloz
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

4
Bewertet am 14.10.2021

Level up your customer service.

I'm using Playvox to evaluate agents specific chats. Benefits of this software are the simplicity and the variety of possibilities.

Vorteile

First of all, I like this software because it's easy-to-use and UI friendly. I'll provide a feedback from two perspectives.

First when I worked as a customer service specialist. Playvox was used to track the cases we were handling and every mistake I made, was lesson for me. Auditors sent us detailed information about mistakes through Playvox and this software played important role in the process of improving my skills.

Second as an auditor and quality analyst - I mean, IT IS SO COMFORTABLE! You have many opportunity to track performances, for coachings, giving feedbacks. I definitely recommend you to use Playvox.

Nachteile

As we know, nothing is perfect in the world. I have faced some bugs while creating filters, evaluating chats. We have reported it to the playvox support. Sometimes they need too much time, but they solve all the problems.

Haroon
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 14.10.2021

Playvox - The real-time monitoring system

Overall its the best software to use..!!

Vorteile

The most important thing is that it really helps us to Aline our stats.

Nachteile

It hangs sometimes..!! While auditing .

Mehboob
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 25.10.2021

Business Pro tool

Amazing experience

Vorteile

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

Nachteile

I think integration with some other software such as slack could be added

Victor
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 26.2.2021

The Quality Monitory Solution

We make quality monitoring more dynamic and automated, facilitating processes and improving our processes and making them more agile.

Vorteile

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

Nachteile

There are some functions that are not yet available on the platform. However, even the things that the platform does not cover today, we have the help of a very competent and helpful support team, who is always available to assist us.

Antwort von Playvox

Hi Victor!
Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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!

Beantwortet am 8.4.2021
Syafiq
  • Branche: Essen & Trinken
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 26.2.2021

Best Quality Tool

This is the best software to ensure the best quality and performance of my team

Vorteile

We're able to not only monitor our team's quality and performance, but we can also help the team to improve their performance with the coaching function.

Nachteile

After been using this software for almost 3 years, I have no complain about using this.

Antwort von Playvox

Hi Syafiq!
Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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!

Beantwortet am 8.4.2021
mohamed
  • Branche: Logistik & Lieferkette
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 21.10.2021

playvox is such great tool for evaluating the performance

Vorteile

let us as agents know what we have done wrong and make us improve our selves

Nachteile

sometimes its hard to click new taps in the same page

Natasha
  • Branche: Computer-Software
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 4.3.2021

My experience with Playvox

My overall experience with Playvox is positive -- we can generate reports to guide our Training team and improve our Customer Support.

Vorteile

Playvox presents ease to use - the new UI is very intuitive, and I can easily find everything that I want.
I've learned how to use the Coaching and Reports lately, and it seems a very powerful tool.

Nachteile

The only thing I feel that it's difficult is to find the ticket interaction that I was working on, or to find my Evaluation drafts.

Antwort von Playvox

Hi Natasha!
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!

Beantwortet am 8.4.2021
Emad
  • Branche: Essen & Trinken
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 26.2.2021

PlayVox Review

We're using Playvox for submitting our evaluation, coaching, calibration, etc.
so it been easy to track the performance for each one in our company, and all of the data are compiled.

Vorteile

Easy prosses, easy to use, the most feature I would recommend.

Nachteile

nothing missed all are covered, mostly what you need will be compiled in one page

Antwort von Playvox

Hi Emad!
Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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!

Beantwortet am 8.4.2021
Islam
  • Branche: Logistik & Lieferkette
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 16.10.2020

The best way to master your Quality processes

Awesome,I do like it , it is the best way to master my quality process and help my business to deliver great customer experience

Vorteile

The features and it's easy to use and the security as well, The reports, graphs everything is perfect with play vox

Nachteile

Nothing , I am used to view my playbox on daily basis . there is no bugs while using it

Antwort von Playvox

Hi Islam!
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.

Beantwortet am 29.3.2021
Nikhilesh
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 10.3.2021

Almost perfect

All good. Smooth and reliable

Vorteile

Reports at glance.
Different categories can be created

Nachteile

If I have to check real time agent numbers there is no easy way

Antwort von Playvox

Hi Nikhilesh! Thank you for taking the time to write a review. We're glad you find our reports valuable. We are working hard to make sure they help you accelerate decision-making and performance improvements.

Beantwortet am 8.4.2021
Mohammad
  • Branche: Öffentlichkeitsarbeit und Kommunikation
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.10.2020

Clear and Easy

This is an very easy and understandable application which is showing performance on daily weekly and monthly basis also i can see whole record of performance

Vorteile

Easy to understand and a beautiful window which makes things perfect

Nachteile

Nothing in this app which i don't like great all

Antwort von Playvox

Hi Mohammad!
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!

Beantwortet am 8.4.2021
Stacy
  • Branche: Lebensmittelproduktion
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 16.3.2021

Posting on Care Center Page

Vorteile

Ease of posting things

Nachteile

Too many posting from the same person can I have a delete button

Antwort von Playvox

Hi Stacy!
Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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!

Beantwortet am 8.4.2021
Jomar
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Wöchentlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 24.1.2024

Best software to keep track of company's quality!

Vorteile

Easy way to share feedbacks and evaluation

Nachteile

None, I cannot think or see any reason to dislike this software

Jeremy
  • Branche: Freizeit, Reisen & Tourismus
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Wöchentlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
1

5
Bewertet am 16.1.2024

Playvox Review

In general, Playvox automatically calculates your scores based on how you perform and provides statistics that will help you monitor your work stats. And the best thing about this platform is that it is very easy to use.

Vorteile

Playvox is overall easy and very light to use. I want to highlight its user interface because it opens with practically all the information you need to see. I can immediately determine which areas I struggle with, so I can figure things out and come up with better solutions.

Nachteile

Since the system only bases the data on your performance or scorecards, I have no dislike for this platform. Knowing that you can work on the areas that need to be addressed or keep up any performance that was done well.

Louie Jay
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 21.10.2023

Impressive

This software is perfect and lovely to use this has been my daily basis at work.

Vorteile

I really love its feature where you can review and see your work performance that you have showcase to you business company.

Nachteile

Playvox is perfect and all of the feature that I’m looking for it is helpful, so I don’t see anything that needs to improve.

Danicelis
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.10.2023

Playvox is an awesome workmate!

I work as a Quality Analyst Backup and Playvox helps us to evaluate agents, it is so efficient and exceeded my expectations. I highly recommend Playbox!

Vorteile

I really like using Playvox, I love that it is easy to get in and use. Playbox is equipped with the best tools to do quality analysis for agents and team leaders in the company.

Nachteile

The only thing I do not like about Playbox is that when you have it in a window and you want to open it in another one it does not let you while doing evaluations.

omar
omar
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 27.5.2023

how analyses faster

by using playvox in the beginning i got to know what it takes easily to get the flow of the chat go for better way

Vorteile

easy to get for every section in need to get the monitoring and valuation done

Nachteile

to see my score in it if it not that good

Mosaad
Mosaad
  • Branche: Marketing & Werbung
  • Unternehmensgröße: Selbstständig
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

4
Bewertet am 20.2.2023

Track your quality performance and assure succeed

Recommended for any business related to customer engagement.

Vorteile

It provides me with full feedback about my engaging with my customers.

Nachteile

Doesn't support all languages and has some errors with creating tickets but not all the time.

Junil
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 4.2.2023

Efficiency and relevance in customer engagement.

My experience in this software is outstanding so far.

Vorteile

I would say efficiency built to this software was amazing. Provides smooth transition to work tracking and customer relation build up. Great tool!

Nachteile

As of now, I think having a pop up option for this software is a game changer.

Heather
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 26.1.2023

Organized schedules

It was less hassle when submitting leave applications and schedule management.

Vorteile

It's the schedule notification for me, it keeps you updated 5 minutes before your scheduled break. It also lets you know when to come back which makes work much easier and more disciplined.

Nachteile

Agents don't have the option to check timestamps on the number of minutes or hours they have worked.

BRENNO
  • Branche: Bankwesen
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 25.2.2021

Evaluating made easier

We spent valuable time with our previous quality assessment method, and playvox was basically a revolution inside the company. It's also easier to train other people to use, and it consolidates very important data that help us improve the quality of our analysis within our squad. We recently more than doubled the number of people evaluating their peers, and it was a smooth process. Some doubts naturally came, but within a couple of days everybody was able to use the tool in a proper manner.
The integration between Looker (our data tool) and playvox allows us to measure our team regarding quality of the analysys, our previous methods made data handling very difficult. Not to mention playvox's own graphics and collection of data. The "reports" part in Playvox is also really helpful in determining the total of evaluations per team in a time period. By using this tool we can reassure the team that every evaluation is being done properly, in the right numbers and in a timely fashion.

Vorteile

I like that it's way easier to evaluate peers through playvox than it was with our previous method. We can also make better data analysis, and the process is faster. Training people to use Playvox is also not complicated at all. It's also very easy to train people to use it, since the tool is pretty much straight forward.
Some wise guy said that the devil is within the details, and I really like the animation that appears when we complete the weekly workload! Clicking in evaluations we are able to access previous analysys and correct something that may be wrong, but I'll discuss that further in the next questions.
And even though few people within my organization use it, I quite enjoy the possibility of personalization, when you can put your picture in your profile.

Nachteile

Sometimes I encounter some difficulties while looking for previous evaluations, but I'm already in touch with those responsible for playvox support in my company. That's troublesome because sometimes mistakes occur during the evaluation and we need to check thoses evaluations again, which can take a while because of those filters that aren't that clear to use.

Antwort von Playvox

Hi Brenno!
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!
Please let us know if those issues you were facing were solved by our support team.

Beantwortet am 8.4.2021
Verifizierter Rezensent
  • Branche: Bankwesen
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 17.3.2022

Base de Conhecimento

Apesar de ter esse problema nos destaques dos botões de navegação no sistema, de modo geral é uma excelente plataforma e serve de grande auxílio no dia a dia de trabalho.

Vorteile

A Palyvox é utilizada pela nossa empresa como uma base de conhecimento, um local onde ficam disponíveis todos os conteúdos sobre o serviço e produto que oferecemos para os nossos clientes, a plataforma em si é ótima nesse aspecto, nos ajuda a concentrar todas as informações necessárias em um único local, além de conseguirmos receber comunicados de atualização de informações e interagirmos em tempo real com cada colega de trabalho.

Nachteile

O layout das páginas são bem definidos, mas as opções para navegar dentro da plataforma são confusos e a maioria deles ficam escondidos dentro de outras opções.

Verifizierter Rezensent
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
3

4
Bewertet am 1.3.2021

Nubank Review

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk QA, CallMiner Eureka, Twilio und Zendesk Suite

Gründe für den Wechsel zu Playvox

For the price offered and also for the ease of implementation of the Tool.

Antwort von 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!

Beantwortet am 8.4.2021
Mohamed
Mohamed
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Wöchentlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 24.7.2022

The best tool to monitor your business quality

I'm totally satisfied with the service.

Vorteile

I'm fond of the features that are provided to monitor the agents.

Nachteile

It just has to get more languages such as Arabic.

Cel
  • Branche: Unterhaltung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.3.2021

Great solution for Quality Analysis!

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. To provide them with feedback, training and coaching. Also to track their performance by using the scorecards.

Vorteile

Automation of Workloads for Quality and Performance Analysis, it makes it easier for everyone to just go and do what we need to do regularly.
Easy to implement and use, very pleasant user experience for agents.
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! Also very open for feedback.

Nachteile

We need to be able to integrate the information from each of their modules (Learning, Quality, Coaching) into one big dashboard, and with Playvox it is still not possible. It is necessary to go manually to each of the modules to get the full picture of each agent.
Their reporting is still basic, it is not possible to get some of the insights we need.

Antwort von Playvox

Hi Cel!
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 take your feedback into consideration for future enhancements!

Beantwortet am 8.4.2021
Verifizierter Rezensent
  • Branche: Unterhaltung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 3.3.2021

Great tool, great support!

Managed to get rid of spreadsheets
Easily provide and track feedback to agents
Adapt scorecards to measure not only quality but also performance

Vorteile

It is very user friendly, both for teamleaders, analysts and agents.
It fulfills very well the objective of getting rid of spreadsheets: it allows to automate tasks that were very manual until now.
It is very customizable.

And its support team is simply top level!

Nachteile

They have not yet managed to integrate the information from each of their modules into one big dashboard. It is necessary to go manually to each of the modules to get the full picture of each agent
Their reporting is still quite basic, it is not possible to get many insights.

Antwort von Playvox

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!

Beantwortet am 8.4.2021
Tonya
  • Branche: Logistik & Lieferkette
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 20.5.2019

Quality in a nut shell!

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.

Vorteile

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.

Nachteile

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.

Antwort von 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!

Beantwortet am 26.1.2021
Warren
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 15.12.2021

Great Software For Quality Auditing

Playvox is a great tool for calibration and coaching agents. its detailed report breaks down all areas and we can easily identifies areas of opportunity for agent.

Vorteile

PlayVox is a great tool for auditing agents interactions with customers. With Plavox we are able to audit Phone, Ticket or Chat interactions. Once An audit is complete for an agent PlayVox will send a notification to the agent as it relates to the score and agent can either sign off or dispute audit. Its reporting feature allows us to identify areas of improvement for agent and assist with coaching and developing agent

Nachteile

There is nothing about PlayVox that I dislike, Its easy to use and capture all that is needed

Verifizierter Rezensent
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 9.3.2022

A great tool to maintain and Enhance you Customer experience

Overall its good and impressive

Vorteile

Playvox has numerous features and the most liked feature for me is "The coaching and Feedback part while evaluating Agent's interaction"

Nachteile

Quiz/Course uploading is quite complicated

Michael
Michael
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
3
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 19.5.2019

Easy to Use Quality Software

Overall easy to use and a decent option for small to medium sized businesses that need some Quality reporting.

Vorteile

This software is easy to use and easy to customize. Also includes some native reporting built into it.

Nachteile

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.

Antwort von Playvox

Hi Michae! Thank you for your review and for taking the time to share your feedback with us. Playvox was recently recognized by G2 as the easiest to use contact center quality assurance solution, and we are committed to continuously improving our product.

Beantwortet am 26.1.2021
Verifizierter Rezensent
  • Branche: Essen & Trinken
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.3.2021

Playvox is an indispensable tool

I can not complain in a general way for me and my colleagues it is satisfactory.

Vorteile

It is a very interesting application, in terms of team and individual evaluations, it is easy to use and the experience in training and evaluation forms is wonderful.

Nachteile

It should be a little more intuitive. To facilitate the search of all its functions.

Antwort von Playvox

Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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!

Beantwortet am 8.4.2021
Verifizierter Rezensent
  • Branche: Internet
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Wöchentlich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 12.8.2019

Awesome Quality check tools

With Playvox we have decreased in almost a 60% the amount of work/time/resources we were using when quality checks where done manually

Vorteile

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

Nachteile

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

Antwort von Playvox

Hi! Thank you for the wonderful review and for taking the time to share your feedback with us. It's great to know it makes your life easier. No wonder why Playvox was recognized by G2 as the easiest to use contact center quality assurance solution.

Beantwortet am 26.1.2021
Nader
  • Branche: Computer-Software
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 31.10.2020

A Feedback Forum to Enhance the Culture and Drive of an Organization

At first I was apprehensive because I imagined another one way street that left the employee feeling stranded. As I was introduced and became familiar with its approach, I found that it's system was aware of the importance that all member's feedback is valuable to the organization as a whole! It really puts the finishing touch on a well run business environment!

Vorteile

The most relieving aspect of this product is its ability to inspire inclusiveness between the manager and employee. It creates a two way communication street to ensure important ideas are acknowledged.

Nachteile

Although the functionality and ease of use are solid I would not be opposed to sprucing up the layout and graphics. Visual appeal goes a long way.

Antwort von Playvox

Hi Nader!
Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful 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!

Beantwortet am 8.4.2021
Michael
  • Branche: Non-Profit-Organisation Management
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 22.8.2019

A terrific way to monitor quality!

Vorteile

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).

Nachteile

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.

Antwort von Playvox

Hi Michael! Thank you for your review. It's great to know how much value Playvox has for you. Your feedback helps us deliver an even better product. We are actively listening to what our customers need and will take your recommendation into consideration

Beantwortet am 26.1.2021
Fotios
  • Branche: Computer-Software
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
3
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 21.12.2022

Playvox is a good solution

I think that overall it's a good product. It just needs to catch up a bit with its rivals on reporting.

Vorteile

It's very easy to use and has a simple UI.

Nachteile

It lacks a bit on the reporting side and customization.

Muhammad Hassan
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.12.2021

Best Quality Evaluation

Excellent

Vorteile

This software is very easy to use and i found it very easy by evaluating others

Nachteile

Playvox is designed with accuracy i found it perfect and accurate.

Verifizierter Rezensent
  • Branche: Essen & Trinken
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 19.3.2021

Excellent software that helps learning

PlayVox is a software where job performance is measured through statistics, training and personalized evaluations by the QA team.

Vorteile

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

Nachteile

I like all the facilities it offers, it is well designed and I don't find anything wrong with it.

Antwort von Playvox

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!

Beantwortet am 8.4.2021
109 Bewertungen

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