What is PlayVox?
PlayVox is an omnichannel Quality Assurance (QA) software solution for customer service teams. It is used to help businesses analyse how customer support staff interact with customers, and aims to improve agent performance and the customer experience.
With PlayVox, the program replaces the old-fashioned, manual and time-consuming use of spreadsheets to monitor QA. Instead the application enables companies to easily identify customer service problems and to coach and train call center agents in the right behaviours, motivating team members to deliver superior customer interactions.
In essence, PlayVox is an agent and customer interaction measurement system. It reviews customer interactions in whatever form – email, voice, chat, text or social media – and scores the agent performance against predefined criteria. Scores are then used to improve both individual and team performance, and identify opportunities for more coaching and training.
Scalable for companies large and small, PlayVox integrates with numerous CRM (Customer Relationship Management) and contact center programs, including Salesforce, RingCentral, Desk, ZenDesk, LiveChat and more. Whilst the products main focus is on call centers, the vendor also has some back office operations as clients. PlayVox is not a business intelligence tool, but, instead is a platform that uses and pulls data from whatever CRM, API or Excel file that is currently tracking QA data.
Incoming and outgoing calls and messages into a CRM system become valuable tools with PlayVox. Agents can customise their dashboard to highlight particular KPIs (Key Performance Indicators), management can give feedback, coaching, and training all from a single portal, whilst “gamification” features such as badges, points and gift cards can be used to boost agent or team performance.
Trusted by leading brands worldwide, PlayVox’s customers include Google, Amazon, Microsoft and AT&T.
There is a minimum requirement of 25 agents to on board the product. That is done to ensure that there is the right infrastructure in place to get the best value out of it. As a result, the solution is more geared towards enterprise level businesses rather than SMBs. Furthermore, to calibrate scorecards and advise on QA practices, it requires that a company has its own QA team, or, at a minimum, employs at least one QA analyst.
The principal benefits offered by PlayVox are:
The program provides a single hub where performance can be measured, as well as feedback, coaching and training provided. This helps increase agent performance and productivity, and automate and save time when it comes to the QA process.
The solution is scalable, so users can be added on a monthly basis or reduced, depending on factors like seasonality, or major sales and promotions.
Third Party Integrations
PlayVox integrates easily with multiple third party applications, including CRM platforms like Salesforce and Zendesk, communication and collaboration tools like Ring Central, and call and contact center providers like Five9 and Talkdesk.
To keep employee morale high and to motivate them to perform better, PlayVox includes a number of gamification features where agents and teams can share accomplishments, earn badges, and collect redeemable karma points. Managers can also send digital gift cards in recognition of superior employee performance for retailers like Amazon, Nike and Starbucks. In addition, agent training can be enabled online through quizzes and other e-learning capabilities.
Customisable agent score cards are used to guide team leaders on the best next actions, whether it is coaching for improvement, or giving recognition to an agent for obtaining a goal.
The Team Communications features allow support staff and team leaders to connect, engage and work more efficiently across the organisation for an enhanced customer experience.
The key features of PlayVox are:
PlayVox offers an intuitive and easy to use dashboard. By clicking on the Quality option on the main navigation bar, users are given access to the following tools.
Interactions: The starting point for any evaluation, a set of customer interactions are displayed on screen which are automatically extracted from CRM and other integrated platforms. This section allows users to preview and select customer interactions associated with agents for evaluation. Optionally, the Interactions screen presents a list of agents to be evaluated.
Users can filter and prioritise customer service tickets and interactions according to their preferences.
Evaluations: This dashboard presents all evaluations conducted by a quality analyst. Evaluations can be filtered for review, and each evaluation can be viewed, in detail, as a historical record.
Reports and My reports: Managers can quickly generate both standard and customisable reports to easily identify customer service problems, as well as track agent metrics and performance. Data-driven reports can also be produced, identifying areas for improvement, with agents being empowered to take immediate action with this information.
Calibrations: With this tool, administrators can initiate a session whereby multiple QA evaluators are invited to evaluate the same customer interactions. The results are discussion and used for calibration purposes.
Drafts: Quality Analysts can save and visit incomplete evaluations.
Typically a platform administrator will build and manage a library of score cards to be used when evaluating the quality of customer service interactions. These scorecard options are presented to a quality analyst at the start of an evaluation.
A scorecard usually consists of a set of questions that represent areas for review, such as compliance, customer experience, skill levels and product knowledge. Questions are structured within sections, and each question is given is given a score.
Reviewers then choose an interaction of agent, and can start the evaluation process, following a series of pop-up windows. Every sort of interaction can be viewed – email, voice, SMS, social media, etc. – can be evaluated and scored. Feedback can also be provided within each section. Users scroll down the scorecard to progress through the set of scoring questions on a section by section basis. Each question has a set of answer options which are configured when the scorecard is designed and created.
PlayVox automatically tallies and presents the total score, along with any goal set for the scorecard. Users have the option to attach a file for reference by the agent, send an email notification to the agent of a completed evaluation, or save it as a draft if it is incomplete.
Notifications can be activated or deactivated according to each user’s preferences.
Multi-evaluator evaluations are typically used when two individuals are required to score different sections of a scorecard, or when a second person must review and approve an evaluation, before it is distributed to an agent.
With this option, the originating person can set a second evaluator in the scorecard, and it is forwarded to them once the first reviewer has finished.
Once a completed evaluation is submitted, both the agent and their team leader receive a notification from PlayVox and, optionally an email. Agents and team leaders can then view the entire scorecard with the detailed scoring information. An agent is prompted to acknowledge receipt of the scorecard, and can leave comments for team leaders and quality analysts on the scorecard directly from their dashboard.
Managers also have the option to access historical records of transactions that have been conducted from their dashboard by selecting the Evaluations sub-menu from the Quality main tab.
Collaborative QA Features
Users can make the QA process more collaborative by giving support agents real-time feedback and allow them to participate in the evaluation process with built-in sharing and messaging tools.
Customisable QA forms
Users can replace their old spreadsheets, and build new QA scorecards in minutes, with the solution’s user friendly and flexible QA form and scorecard builder.
Users can choose to automatically assign random customer interactions for QA review, and keep track of the productivity of Quality Analysts.
Employee Motivation Tools
PlayVox offers tools to motivate call center agents by giving them access to an online catalogue, and gift card programmes. Managers can publicly recognise agents with badges, based on the quality results and improvement in their performance.
Agents can also access the social community wall, where customer service team members can exchange ideas, ask questions, and share relevant information.
Track Agent Performance
Managers can consolidate all customer service KPIs and metrics such as NPS (Net Promotor Score), CSAT (Customer Satisfaction), AHT (Average Handling Time), and more. Agents can see how they measure against other team members, and empowered to improve their performance and relative ranking. They can also be coached to solve issues with specific service interactions and problems.
PlayVox offers three pricing plans- Starter, Professional and PlayVox Suite. In addition, there are other add-ons which can be bought separately, mainly for the Professional plan, as they are not available with the Starter package and are an integral part of PlayVox Suite).
Prices are quoted on a monthly basis, but savings are available for companies if they take out an annual subscription. All pricing is on a per user basis, with a user defined as an administrator, team leader, Quality Analyst, or agent. Each user is given access to different features, depending on their role. All plans come with a one-time onboarding cost (which is not immediately clear from their website).
Starter Plan (US $20 per user per month, plus onboarding cost of US $3,000): Includes one integration (of a Helpdesk, CRM, phone, or chat system), integration filters, a QA Form Builder, side-by-side ticket grading, role-specific reports, and customer success and product training, Users can also sign into PlayVox using their Google credentials.
Professional Plan (US $35 per user per month, plus onboarding cost of US $5,000): Includes all Starter Plan features, as well as Quality Calibration, Automated Workload Assignment, advanced reporting, unlimited integrations, and PlayVox coaching.
PlayVox Suite (US $45 per user per month): Includes all Professional Plan features, and enables users to identify customer service issues by monitoring customer interactions and measuring the most important KPIs. They can also train and coach their agents, and reward and recognise them for their good performance.
In addition, the three Agent Life-cycle tools which are included with the PlayVox Suite can be bought as separate add-ons.
Performance: (US $10 per user per month): Connects data, and measures and consolidates agents’ KPIs. User can track agents’ KPIs and measure the impact of their QA process and customer service team.
Learning: (US $5 per user per month): This enables subscribers to provide their customer service team will all the educational information they need. They can send agents targeted training, and encourage them to learn with PlayVox’s LMS (Learning Management System).
Motivation: (US $5 per user per month): PlayVox motivation is a place where agents are rewarded with points based on their Quality, Coaching, Performance, Learning and overall results, as well as giving team members recognition for their achievements.
Prospective users can also request a 30-day free trial where they are provide with full access to the system by signing up through their website. No credit card details are required.
PlayVox is a cloud-hosted web-based platform that supports Windows and Mac Operating Systems. There also mobile apps available for Android and iOS devices. The solution can be used as a standalone platform or as a standalone platform.
Irrespective of the Pricing Plan subscribed to, there is no storage limit – PlayVox accesses customer interactions on-demand.
In terms of customer support, there is a live chat facility available through the website, and the company can also be contacted by email and phone, or by raising a support ticket. They can also be contacted through Social Media – Facebook, Twitter, and LinkedIn.
In terms of additional resources, they offer a range of customer success stories, a free e-book which can be downloaded – “How to Build a Successful Ominchannel QA Program” – and a short list of FAQs. There are also regular blog posting on QA issues, and Call Center management and performance.
All pricing plans offer on-boarding and product training for all customers, whilst, with the Learning module of the Agent Lifecycle, subscribers are given access to PlayVox’s LMS.
The vendor also provides advice and assistance for those customers who want to integrate a service platform different to those that come as standard.