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Sobre Playvox

Playvox, uma Suíte de Otimização de Agente para equipes de atendimento ao cliente para melhorar e inspirar a performance do agente.

Saiba mais sobre o Playvox

Vantagens:

The impactful area is: Quality -> already seeing progress in the quality KPIs of team.

Desvantagens:

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.

Notas do Playvox

Pontuação média

Praticidade
4,7
Atendimento ao cliente
4,7
Recursos
4,7
Relação qualidade/preço
4,7

Probabilidade de recomendação

9,2/ 10

O Playvox tem uma classificação geral de 4,8 em 5 estrelas com base em 109 avaliações de usuários no Capterra.

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Filtrar avaliações (109)

Avaliador Verificado
Usuário do LinkedIn Verificado
Bancos, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Base de Conhecimento

4,0 há 3 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Mohamed
Mohamed
Customer service representative, Egito
Usuário do LinkedIn Verificado
Serviços ao consumidor, 10.000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Alternativas consideradas anteriormente:

The best tool to monitor your business quality

5,0 há 3 anos

Comentários: I'm totally satisfied with the service.

Vantagens:

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

Desvantagens:

It just has to get more languages such as Arabic.

Avaliador Verificado
Usuário do LinkedIn Verificado
Serviços financeiros, 5.001–10.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Alternativas consideradas anteriormente:

Nubank Review

4,0 há 4 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Resposta do Playvox

há 4 anos

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!

Kristy
CPG, EUA
Publicidade e marketing, 51–200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Playvox as a Customer service agent

3,0 há 4 anos

Vantagens:

This product is overall easy to use. Email, updates and fun ways to use Karma points with staff. This gives staff a positive reinforcement to do a great job at work.

Desvantagens:

I think that the applications should be easier to find. Larger icons to locate items you are looking for.

Resposta do Playvox

há 4 anos

Hi! Thank you for your review. We're glad you're enjoying our Motivation Product. We firmly believe incentives and recognition help inspire greater team performance, and our customized digital badges are a fun way to recognize team members for outstanding results.

Ariel
CS Trainer, Romênia
Jogos e cassinos, 5.001–10.000 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Overall satisfied

4,0 há 4 anos

Comentários: I evaluate CS agents' monthly performance. It's good to see overall performance over a period of time.

Vantagens:

It's easy to use once you understand how to set up scorecards and use them.

Desvantagens:

SNOW integration sometimes gives unexpected errors and I have to refresh the page multiple times or close the browser. I would like to customize Playvox more to my needs. I wrote to the dev team once, but it was submitted as a feedback idea/suggestion. Not something that can be implemented right away.

Resposta do Playvox

há 4 anos

Hi Ariel! 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 send this feedback to our product team for future considerations.

Daulet
Agent, Cazaquistão
Logística e cadeia de fornecimento, 201–500 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Alternativas consideradas anteriormente:

Review of using Playbox

5,0 há 4 anos

Comentários: I have been working for more than 8 months and have never complained about this program. This program works perfectly

Vantagens:

Convenient for tracking the quality of work

Desvantagens:

User-friendly software and easily accessible. Everything is clear and easy to use.

Resposta do Playvox

há 4 anos

Hi Daulet! 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!

omar
omar
intraday specialist, Egito
Usuário do LinkedIn Verificado
Serviços ao consumidor, 10.000+ funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

how analyses faster

5,0 há 2 anos

Comentários: 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

Vantagens:

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

Desvantagens:

to see my score in it if it not that good

Mosaad
Mosaad
Marketing and Advertising Specialist, Egito
Usuário do LinkedIn Verificado
Publicidade e marketing, Profissional autônomo
Usou o software para: Mais de um ano
Fonte da avaliação

Track your quality performance and assure succeed

4,0 há 2 anos

Comentários: Recommended for any business related to customer engagement.

Vantagens:

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

Desvantagens:

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

Michael
Michael
Business Intelligence Analyst, EUA
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 5.001–10.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Easy to Use Quality Software

4,0 há 6 anos

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

Vantagens:

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

Desvantagens:

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.

Resposta do Playvox

há 4 anos

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.

Mariam
Mariam
Partner vertical, Geórgia
Usuário do LinkedIn Verificado
Serviços ao consumidor, 501–1.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

High quality control

5,0 há 3 anos

Comentários: It helps on understanding bottom and top performer agents,knowing what are the issues and gathering reporting from it by verticals.

Vantagens:

I like that I can track whatever interactions I want to check by contact reasons,users and etc.

Desvantagens:

I do not like that there are some scorecard questions which may be chosen automatically but I have to chose manually.

Tarek
Tarek
Customer service specialist, Egito
Usuário do LinkedIn Verificado
Terceirização/Deslocalização, 10.000+ funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Monitor and correct your team performance with Playvox

5,0 há 2 anos

Comentários: It's a great experience using Playvox, on the contrary, some other software doesn't help as playvox does.

Vantagens:

Playvox has several features and functions which are so important in monitoring.

Desvantagens:

I face an issue while using the product that I get locked from using my credentials but it gets fixed quickly.

Danicelis
Customer service representative, República Dominicana
Serviços ao consumidor, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Playvox is an awesome workmate!

5,0 ano passado

Comentários: 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!

Vantagens:

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.

Desvantagens:

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.

Jeremy
Travel Consultant, Filipinas
Ócio, viagens e turismo, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Playvox Review

5,0 ano passado

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Junil
customer service, Filipinas
Serviços ao consumidor, 501–1.000 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Efficiency and relevance in customer engagement.

5,0 há 2 anos

Comentários: My experience in this software is outstanding so far.

Vantagens:

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

Desvantagens:

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

Cel
Quality and Training Lead, Alemanha
Entretenimento, 51–200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Great solution for Quality Analysis!

5,0 há 4 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Resposta do Playvox

há 4 anos

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!

Nader
Customer Support, EUA
Software, 201–500 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

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

5,0 há 4 anos

Comentários: 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!

Vantagens:

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.

Desvantagens:

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.

Resposta do Playvox

há 4 anos

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!

Fotios
Customer Support Team Lead, Grécia
Software, 201–500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Playvox is a good solution

5,0 há 2 anos

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

Vantagens:

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

Desvantagens:

It lacks a bit on the reporting side and customization.

Caio
Analyst, Brasil
Serviços financeiros, 1.001–5.000 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

A great tool for quality reports

4,0 há 4 anos

Vantagens:

Playvox was a revolution on my team quality check system, we used to work with a combination of sheets and forms that was heavy and not efficient, Playvox made the job faster and gave us an output we could add to our sql base in order to understand those number much better, it made our job faster, more reliable and richer in data.

Desvantagens:

Sometimes the system was a little buggy, we had problems with tickets, workloads, and minor issues, most of them were solved when contaction support.

Resposta do Playvox

há 4 anos

Hi Caio! Hi! 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.

Youssef Hossam
Dispatching Operations Team Leader, Egito
Serviços ao consumidor, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Best Monitoring platform for call centers

5,0 há 4 anos

Vantagens:

Playvox is a powerful tool for monitoring agents and adjusting their skills to meet the company requirements and also it's easy to use as an agent and as an administrator.

Desvantagens:

Playvox is perfect but needs a guide for each page and how does the page works as some pages is difficult to understand and how to use for that I had to ask their support to help me. Instead they can put a simple guide for each role.

Resposta do Playvox

há 4 anos

Hi Youssef 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!

Samantha
Ibotta Care Agent, EUA
Serviços ao consumidor, 201–500 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Playvox

4,0 há 4 anos

Comentários: I didn't mind playvox but not sure if I would recommend it

Vantagens:

I loved the Karma Point feature and Engagement feature where employees would ask questions. Other than that this feature was subpar. Could be a lot better.

Desvantagens:

It wasn't user friendly at all. Very confusing set up.

Resposta do Playvox

há 4 anos

Hi Samantha! 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!

Shekh
Customer service officer, Bangladesh
Telecomunicações, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Playvox

5,0 há 4 anos

Comentários: My experience is good so far . Because of this app I know which section I need work on . It helps me to become a good agent . Thank you .

Vantagens:

I find it really useful , I can see where I need to improve .

Desvantagens:

There is nothing I dont like about this software .

Resposta do Playvox

há 4 anos

Hi Shekh! Thank you for the wonderful 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 so it remains intuitive to use and delivers great experience and value for customer service teams.

Monika
Glovo Hero, Polônia
Serviços ao consumidor, 5.001–10.000 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Playvox is good software to gain experience!

5,0 há 4 anos

Comentários: I am solving my problems with remembering procedures. Im a person whos learning by watching something so, its really good to see Your mistakes at examples. Everything is really clear and easy to use. Coaching sessions with Leaders helped me with new procedure and now im getting almost all 100% evaluations. I recomend it to everyone to get better at Your work!

Vantagens:

Thing that i like most is evaluations. This gives me really important knowledge about my own mistakes. It teaches me how to avoid them. Also coaching sessions with leaders are really helpful. I can easily see how i got better (or not better :) ) and we can talk about erasing troubles.

Desvantagens:

I think that everything is pretty good but adding more translations would be really usefull. English is not a problem but having Playox in our native language would be great!

Resposta do Playvox

há 4 anos

Hi Monika! Thank you for taking the time to leave 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.

Kdiron
Team Lead, Jamaica
Serviços ao consumidor, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Great Product

5,0 há 4 anos

Comentários: It is easy to use for both management and agent

Vantagens:

I love how it is user friendly and easy to manage

Desvantagens:

I have no negative feedbacks. The product is good

Resposta do Playvox

há 4 anos

Hi Kdiron! 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!

Abdullah Ibn
Customer service agent, Bangladesh
Alimentação e bebidas, 201–500 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

The experience

4,0 há 4 anos

Comentários: Overall I would say it has been quite a good experience as I have not come across any issues whatsoever with using playvox. Did find it troubling to have to login every couple weeks or so even though i leave it signed in on my laptop.

Vantagens:

For me as a user in foodpanda I like the fact that the evaluations we get are easy to read. The interface is very user friendly and very easy to learn.

Desvantagens:

The fact that there are not too many options or varieties to the interface. While it is easy to use we have to visit too many different tabs for a query. Some people, like me, prefer a more complex interface so that we have more room to explore the whole thing.

Resposta do Playvox

há 4 anos

Hi Abdullah! 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 thanks for giving feedback. I'll pass this on to our product team for future enhancements.

Olga
Customer Care Rep. III-Bilingual, EUA
Fabricação de alimentos, 501–1.000 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

EASY TO USE

5,0 há 4 anos

Vantagens:

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

Desvantagens:

at tis moment I'm very pleased with the software

Resposta do Playvox

há 4 anos

Hi Thank you for the wonderful 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 so it remains intuitive to use and delivers great experience and value for customer service teams.