Playvox Named G2 Grid Report Leader for Ninth Consecutive Quarter

Playvox Named G2 Grid Report Leader for Ninth Consecutive Quarter

SUNNYVALE, Calif., – October 4, 2022 – Playvox announced today that the company’s Quality Assurance (QA) solution was recognized as a G2 Grid Report leader for the ninth consecutive quarter. The Playvox solution received 26 badges this quarter and ranked number one in eight Contact Center Quality Assurance Reports:

  • Implementation Index
    • #1 Best in Enterprise 
  • Relationship Index 
    • #1 Best in Mid-Market
    • #1 Best in Enterprise 
  • Usability Index 
    • #1 Best in Usability
    • #1 Best in Enterprise
    • #1 Best in Mid-Market
  • Contact Center Quality Assurance Index
    • #1 Best in Momentum Leader
  • Mid-Market Results Index
    • #1 Best in Mid-Market

“The G2 Grid Report is the industry’s gold standard for ranking software products, and we are honored to be recognized as a top performer and leader in our Quality Assurance solution,” said Louis Bucciarelli, Playvox chief executive officer. “We are thrilled our customers can take full advantage of the systems, processes, and tools to improve the customer experience. Each and every interaction of our software helps agents love their job, and encourages customers to find joy in their favorite brands.”

Verified G2 reviewers in industries like banking, customer services, financial services, and food & beverages cited Playvox’s solution for its quality of support, ease of use, and ease of doing business with. Reviewers shared comments such as:

“What I like the best about Playvox is that it is accurate and very helpful. It also boosts my confidence and helps me to improve.” – Paul Jr. V, Travel Agent 

“Playvox is a [friendly] application that helps agents access their quality evaluation for processes. Further than procedures, agents also have access to check the improvements they need.” – User in Airlines/Aviation

“I like how Playvox provides significant comments that motivate me in my daily work. It …boosted my confidence, especially when I got 100 excellent scores on my tickets.” – Dominick O., Customer Care

In addition to ranking number one in eight Contact Center Quality Assurance Reports in the G2 Grid Report, Playvox’s Customer AI was also named a High Performer in Text Analysis and Feedback Analytics software. High Performing products have increased customer satisfaction scores and lower Market Presence compared to the rest of the category.

“Given the increasing importance of AI, our Customer AI solution allows users to monitor, measure, and analyze customer sentiment from every conversation,” said Michelle Randall, CMO at Playvox. “By leveraging these data driven-insights, organizations can identify and solve issues faster. Actionable customer information can be harnessed and analyzed from every ticket, survey, and digital interaction to better understand how the customer felt.”

“Rankings on G2 reports are based on data provided to us by real software buyers,” said Sara Rossio, G2 chief product officer. “Potential buyers know they can trust these insights when researching and selecting software because they’re rooted in vetted, verified, and authentic reviews.”

Grid® Rating Methodology

The Grid® represents the democratic voice of real software users, rather than the subjective opinion of one analyst. G2 rates products from the Contact Center Quality Assurance and Feedback Analytics categories algorithmically based on data sourced from product reviews shared by G2 users and data aggregated from online sources and social networks. Technology buyers can use the Grid® to help them quickly select the best products for their businesses and to find peers with similar experiences. For sellers, media, investors, and analysts, the Grid® provides benchmarks for product comparison and market trend analysis.

Grid® Scoring Methodology

G2 rates products and sellers based on reviews gathered from its user community, as well as data aggregated from online sources and social networks. G2 applies a unique algorithm (v3.0) to this data to calculate the Satisfaction and Market Presence scores in real time. The Grid® Report for Contact Center Quality Assurance | Fall 2022 is based on scores calculated using the G2 algorithm v3.0 from reviews collected through August 30, 2022. To view the Contact Center Quality Assurance Grid® with the most recent data, please visit the Contact Center Quality Assurance page.

About Playvox

Playvox’s powerfully simple Workforce Engagement Management solutions transform customer care. We understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating solutions that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world’s fastest-growing brands and proudly serves expanding digital experience pioneers such as Noom, NuBank, SoFi, Stitch Fix, Twitter and Zendesk. Our agent-empowering suite of scheduling, performance, learning, quality feedback and gamification lives seamlessly in the modern support operations ecosystem with platforms like Amazon Connect, Kustomer, Salesforce, and Zendesk. Learn more:

● Web: playvox.com
● Blog: blog.playvox.com
● Twitter: @playvoxcx
● LinkedIn: linkedin.com/company/playvox/
● Facebook: facebook.com/playvox
● Instagram: instagram.com/playvox.cx

About G2

G2 is the world’s largest and most trusted software marketplace. More than 60 million people annually — including employees at all of the FORTUNE 500 — use G2 to make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with G2 to build their reputation, manage their software spend, and grow their business – including Salesforce, HubSpot, Zoom, and Adobe. To learn more about where you go for software, visit www.g2.com and follow us on Twitter and LinkedIn.

For more information: media@playvox.com