Playvox

Avantages

- 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

Inconvénients

- 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

Avantages

Easy to understand report provided by Quality team

Inconvénients

None so far, Playvox is easy to navigate as well

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

It just has to get more languages such as Arabic.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

None so far. Everything with playvox is good.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

None, everything is great and easy to access.

Avantages

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.

Inconvénients

None so far, everything is doing well for Playvox

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

Easy way to share feedbacks and evaluation

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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).

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

I love the search feature where agents could type keywords and bring up different sources that involved that keyword for user friendly access.

Inconvénients

I wish there were more restrictions for the agents such as posting without approval etc.

Avantages

When we move to Playvox, the transfer was completed fairly easily as the software is easy to use

Inconvénients

Sometimes the disputes do not work as intended creating turbulence in the process of disputing cases.

Avantages

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

Inconvénients

We need yo open multiple taps of different notifications not turning the same page into the notification to see it then go back again to the main page to check the next one

Avantages

Having the ability to have templates helps to standardize notations for coaching!

Inconvénients

I wish that filters were set on "all" by default, and not on "month"

Avantages

the best thing is that when we receive an evaluation, an attached email is sent

Inconvénients

everything is fine . nothing is upgradeable

Avantages

We can find the quiz or task we wanna do easily by searching or click the column stated. We just have to choose we are from which department and just enroll to start do the quiz. On my point of view, we can barely know the answer after we finish answer each question. The color used is also attractive.

Besides, I used this software to check my QA results. We can check our performance by daily, weekly, monthly or else. The graph shown can be easily understood. It helps me checked my performance a lot.

Inconvénients

For me, if I want to dispute my QA results, it's quite confusing. Maybe our person in charge not discovered yet how to used the dispute method

Avantages

Easy to understand and a beautiful window which makes things perfect

Inconvénients

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

Avantages

Ease of posting things

Inconvénients

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