Effortless digital service operations with Playvox Quality Management

Elevate every agent with our flexible and digital-first Quality Management (QM) solution that lets you move beyond basic QA to full QM, so you don’t just identify problems, you fix them.

Most QM Software isn’t built for digital channels.
Welcome to the digital era.

At Playvox, we’re experts in digital service operations. Our QM was made for support tickets, live chat, and email. Focus on your CX, not struggling to adapt a phone-centric system.

QM doesn’t need to be a one way street.
Empower the voice of your agents.

Playvox allows agents to request an evaluation review to clarify results. When agent voices are heard, your culture of open feedback grows. Improved morale and productivity follow.

Quality assurance software can be rigid.
Your business deserves flexibility.

QM delivers flexible scoring, feedback by question, and calibration. And with Coaching and Motivation, you’ll always be ready for the next challenge.

Customizations for Quality Management systems
are expensive. They don’t need to be.

Playvox integrates out-of-the-box with the most popular CRM ticketing and service platforms, and we provide an API that makes it easy to integrate with your homegrown system.

Quality assurance software

Flexible, clear-cut interaction filtering.

Playvox helps you filter relevant interactions across all channels using any field in your CRM/support system. Filter by: ticket type, priority, status, close date, or create a custom field.

Smooth automation of your Quality workflows.

Playvox workloads make it easy to ensure a consistent stream of the right interactions reach analysts. Set daily, weekly or monthly goals and specify a fixed number of interactions per analyst.

Quality management of agent evaluations
Quality Management quality management

From QA problem identification to Quality Management problem prevention.

Traditional QA is great, but by the time an issue is found the customer experience has already suffered. Playvox provides full Quality Management, going beyond QA to engage and develop employees before the issue occurs.

“The QA team lives in Playvox… That was our main reason for choosing the software. But now it’s also become the agents’ home for seeing their metrics, working towards their goals and getting their badges. It’s so much more than QA – and more than we were ever able to achieve with our previous vendor.”
Ben Segal
Associate Director of Infrastructural Efficiency at Freshly

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