Playvox Named a Leader in The Grid® Report for Contact Center Quality Assurance

Playvox Named a Leader in The Grid® Report for Contact Center Quality Assurance

Managing a customer service operation is never easy. Especially now. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality assurance, is nothing short of a juggling act. How do you keep up the act when you’re asked to tackle more and more each day?

Playvox was again named a high performing leader in the Contact Center Quality Assurance software category in the Summer 2021 G2 Grid Report. The community of reviewers on G2, the world’s leading business solutions review website, recognized our software and team with 28 badges across 14 categories:

  • Best Relationship
  • Best Results
  • Best Support
  • Best Usability
  • Easiest to Do Business With
  • Easiest Set Up
  • Easiest to Use
  • High Performer
  • Leader
  • Meets Requirements
  • Momentum Leader
  • Most Implementable
  • Most Likely to Recommend

We achieved the ranking of Leader in the Contact Center Quality Assurance category by having the most positive reviews by verified Playvox users.

With our all-in-one Workforce Engagement Management suite, it’s no secret why Playvox is a leader in customer service software. We equip businesses with the tools to improve customer experience and revenue generation through our Quality Assurance, Performance Management, Coaching, Learning, Workforce Management, Voice of the Customer, and Agent motivation software. Verified Playvox users provided reviews like these about the impact our software has had on their day-to-day customer service operations:

“Implementing Playvox in our Customer Service team means that we’ve been able to easily provide valuable feedback and improvement to everyone. Before Playvox it was time-consuming to do QA and it had little impact. Now we’re able to quickly and easily see how the team is doing and areas we can improve on. The setup was straightforward and support from Playvox has been good throughout. On top of QA, we’ve been able to use the E-Learning platform to roll out self-serve training, which has been a game-changer for us to get new customer service team members in and up to speed.”

Read more reviews and take a closer look at our rankings in the Summer 2021 G2 Grid Report.

Playvox Receives Highest Customer Satisfaction Score

Playvox was named the leader based on our Satisfaction score and our large Market Presence. Our Satisfaction score was the highest among products in the Contact Center Quality Assurance category with 98% of users rating it four or five stars. Plus, 90% of reviewers said they believe the product is headed in the right direction.

satisfaction-ratings

 

Along with being a favorite that users would recommend, Playvox’s software is proven to boost return on investment (ROI):

  • 36% of our customers achieve a return on their investment in less than six months.
  • 77% of our customers achieve a return on their investment within the first year.

We’re pleased to be recognized in 14 categories on G2, but there are four in particular that really stand out to us:

  1. Best Relationship
  2. Ease of Use
  3. Meets Requirements
  4. Most Likely to Recommend

Our values guide and shape how we interact with you — our valued customers. We do more than just say that we put our customers first, we make sure our actions reflect it. Knowing that 97% of G2 reviewers gave Playvox top rankings for Best Relationship, we think this shows that we’re on the right track when it comes to our focus and commitment to meeting your unique needs.

As important as our relationships are, we also know that our Quality Assurance software must be nimble, straightforward, and meet the demands of your busy contact center. Reviewers told us that our software helps them get their job done with 96% recognizing our solution’s Ease of Use and 95% indicating that our software Meets Requirements.

Between our training and onboarding, quality assurance automation, easy KPI tracking, and our flexible scorecards, we like to think of ourselves as cruise control for your customer service operations. This approach may be one reason that 95% of G2 reviewers said they’re Most Likely to Recommend us.

But don’t just take our word for it. Read what a few of our customers have to say about how easy it is to use our software, tailor our solutions to your unique needs, and to work with the Playvox support team.

“Fast, reliable, analytical, easy to navigate. Also, you can add notes under each scoring parameter to better explain the reason for the markdown and you can check the points that you need to consider to achieve this specific parameter.”

‍Aly E.
Billing/Technical Support Advisor

“It is very user-friendly, both for team leaders, analysts, and agents. It fulfills very well the objective of getting rid of spreadsheets. It allows us to automate tasks that were very manual until now. It is very customizable. And its support team is simply top-level!”

Celeste P.
Quality and Training Lead

 

Schedule a demo to see why Playvox was again named the Leader in Contact Center Quality Assurance, and learn how our software can help you juggle the day-to-day demands of customer service operations.

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