Playvox Quality

QM software that automates and improves QA programs

Standardize and improve customer service as you scale with an integrated and comprehensive quality assurance solution

Top customer service teams use Playvox

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Playvox is the leader in call center quality assurance
Playvox is a high-performing leader in the contact center quality assurance software category.
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Features and capabilities built to empower your team

Quality Assurance just got easier

Improve CSAT, NPS and the customer experience

Playvox Quality is a quality assurance system for chat, support tickets and text-based interactions, enabling you to automate and improve QA processes.

Create scorecards in a snap

Create powerful and beautiful scorecards in minutes

With features like flexible scoring, feedback by question, second evaluators, group scorecards and adhering to COPC standard practices--Playvox Quality is powerful enough to support small teams or the largest customer service teams spanning the globe.

Playvox made a huge impact on our quality scores and made us realize the mistakes we were making to become better customer service agents and help the company to achieve its goals.

Youssef HEnterprise
(> 1000 emp.)

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Powerful interaction filtering

Clear-cut filtering, prioritizing, and evaluating

While customer service interaction volume grows non-stop, powerful filtering in Playvox Quality makes it easy to identify the desired interactions across channels. Filter on any field in your CRM or support software such as ticket type, priority, status or close date. Better yet, create custom fields in Playvox Quality for even more powerful filtering.

Automate Quality Assurance workflows

With Playvox Workloads, automatically distribute customer interactions to analysts for evaluation based on powerful filters.

Set daily, weekly or monthly goals and specify a fixed number of interactions per analyst. Now, it’s easy to ensure a consistent stream of the right interactions for QA analysts.

Calibrate for consistent quality measurement

Work collaboratively with everyone

With growing teams of QA analysts, it can be difficult to ensure consistent evaluation standards. The Calibrations feature in Playvox Quality makes it easy to compare QA analyst responses with expert opinions and ensure an organization-wide quality standard.

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360-degree agent feedback

Provide a closed-loop evaluation process between agents and QA analysts with the Disputes feature.

After each evaluation, agents can request an evaluation review to clarify results. Ensure agent voices are heard and build a culture of open, honest feedback to improve morale and productivity

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Agent-focused reporting

Agent performance is the lifeblood of superior customer service

View real-time KPIs by agent, even for custom metrics, to ensure you have your finger on the pulse of the business, correct internal processes and achieve better results.

Better together with your customer service applications

The Playvox platform provides out of the box integrations to the most popular CRM and customer support systems

Or use the Playvox API to connect to in-house or other systems. Either way, Playvox makes it easy to connect to your customer service systems for a holistic view of the customer. 

Quality Assurance for modern Customer Service Teams

Automate QA for omnichannel interactions and improve the customer experience

Watch 3 min Product Tour: Playvox Quality

We've had hundreds of our associates working from home for well over five years and under recent circumstances we've actually just moved thousands more over the past few weeks so we have lots of tips to share regarding working from home and using Playvox. Sutherland and Playvox are partners and we have realized that without the Playvox platform and utilizing a remote workforce we would not be as successful''.

Charlene Petrie,
Sr. Project Manager, Community Management

Playvox Quality gives you everything you need to manage quality assurance in one place. But it doesn't stop there. Take a look at what else you can do with the Playvox family of products.

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Playvox +1 (415) 854 - 3801 /
530 Lawrence Expy #905 Sunnyvale, CA 94085
[Live Webinar] Retaining Agents with a Mindful Culture: Methods to Improve the Contact Center Experience - Tuesday, Sep. 21 at 11:00 am EDT
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G2's Spring 2021 Grid Report is out and Playvox has been named a leader in customer service software – again!
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