Playvox Pricing

All the benefits of our Agent Optimization products in one package.

Quality
Learning
Performance
Voice of the Customer
Coaching
Motivation
Not looking for an entire suite?

Explore our Products and build your own package!

Quality

Standardize and improve service quality with integrated quality assurance

Learning

Better training, onboarding and compliance with a learning management system for customer service teams

Performance

Easy KPI tracking for the customer service metrics that matter to your team

Voice of the Customer

Increase response rates and better measure customer service metrics like CSAT and NPS

ADD-ONS

Coaching

Coach a high performing team in real time at the point of need

Motivation

Engage, motivate, recognize and reward top talent with a community forum, digital badges and online store

Workforce Management

Intelligently forecast, schedule and monitor your workforce in real-time

You’ll be in good company

Customer trust and data security are critical to everything we do
at Playvox.

What are you waiting for?

Quality

Standardize and improve service quality
with integrated quality assurance

Customizable scorecards adapt
to your business needs
  • Omnichannel scorecard builder
  • Customizable scorecards
  • Flexible scoring options
  • COPC-enabled
Optimize service quality with
versatile evaluations
  • Omnichannel evaluation process
  • Evaluation audit logs
  • Multi-evaluator option
  • Blind evaluations
Extensible
  • Playvox app for Zendesk Support
  • Playvox app for Slack
  • Data export
Built-in team collaboration
  • Dispute process option
  • Agent dashboards
  • Scorecard comments
  • Filter sharing option
Real-time feedback
  • Interaction highlights
  • Peer reviews
Robust filtering capabilities
  • Customizable filters
  • Private filter enablement
  • Interaction Spotlight filters
  • Data masking to protect PII
Set and forget with automated tasks
  • Automated interaction assignments with Workloads
  • Scheduled evaluations
  • Scorecard rules
Take action based on targeted recommendations
  • Coaching opportunities by
    question report
  • Positive and negative trend reports
Fine-tune analyst performance
  • Multi-party calibrations
  • Calibration categorization
  • Calibration filtering
  • Pre-configured reports by role
Learning

Better training, onboarding and compliance with a
learning management system for customer service teams

Effortless content creation and management
  • Powerful course builder tool
  • Customized quiz creation
  • Multiple attachment formats supported
  • Session tagging
  • Library categorization
  • Library filtering
  • File-based learning system
  • Virtual learning space
Insightful Data
  • Training time optimization based on reports
  • Training effectiveness tracking
  • Learning session metrics detailed reports
On point & perfectly timed training
  • Targeted learning sessions based on performance results
  • Single person & bulk learning session enrollment
  • Course cloning
  • Course editing while live or after completion
Content leverage & accessibility
  • Self-enrollment option
  • Re-purpose course content
  • Team collaboration with new content creation
Performance

Easy KPI tracking for the customer service
metrics that matter to your team

KPI tracking through performance campaigns
  • KPI management
  • Customizable weight assignment per metric
  • Color-coded goal ranges
Automated actions based on service metrics
  • Trigger-based coaching, recognition & training
Additional configuration capabilities
  • Performance ranking visibility
  • Multiple teams in performance campaigns
  • Performance ranking identity masking of agents
Detailed team & individual performance reports
  • Agent & team performance benchmarks
  • Agent-level performance dashboard
  • Agent performance ranking
  • Top & bottom performers analysis
Data source flexibility
  • CSV file upload via web & SFTP
  • API connector
Voice of the Customer

Increase response rates and better measure
customer service metrics like CSAT and NPS

Effective feedback surveys
  • Personalized surveys with agent photo
  • Customizable survey branding
Multiple survey types
  • CSAT
  • NPS
  • CES
  • Open question with multiple answers
  • Unique choice
  • DSAT feedback
Automated surveys
  • Use trigger conditions based on CRM and Playvox
  • fields to automatically send surveys
  • SMS and email surveys
Centralized survey data
  • Agent access to own reports
  • Team reports
  • Survey status with time stamps
Coaching

Coach a high performing team in real
time at the point of need

Key Features
Coaching metrics & reporting
    1:1 coaching sessions
      Targeted bulk coaching sessions
        Customizable coaching templates
        Agent & team leader dashboards
        Automated coaching recommendations
        Create performance improvement plans
        Motivation

        Engage, motivate, recognize and reward top talent
        with a community forum, digital badges and online store

        Key Features
        Online store
          Karma Points reward system
            Public recognition with customizable badges
              Community wall
              Community groups
              Multiple user recognition
              Automatic redemption validation
              Workforce Management

              Intelligently forecast, schedule and
              monitor your workforce in real-time

              Powerful forecasting
              • Automatically generated
              • Based on real-time data
              • Self-adjusting algorithms (AI)
              • Synchronous and asynchronous workload handling
              • Omnichannel forecasting
              Fully automated omnichannel scheduling
              • Configurable business rules or requirements (KPIs, priorities, and SLAs)
              • Monitoring of schedule adherence and occupancy
              Drill-Down reports
              • Punctuality
              • Adherence
              • Occupancy
              • Service levels
              • Workstream/queues
              • Schedule tasks
              • Forecasts
              Playvox 2020. +1 (415) 854 - 3801 / sales@playvox.com
              530 Lawrence Expy #905 Sunnyvale, CA 94085