# Playvox Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Playvox the right Customer Service solution for you? Explore 109 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/164542/playvox/reviews --- Playvox 4.8 (109) [View alternatives](https://www.capterra.com/p/164542/playvox/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Playvox Ease of use 4.7 Customer Service 4.7 ## Pros and Cons in Reviews JS Jeff S Customer Service RepresentativeOutsourcing/Offshoring, 201 - 500 employeesUsed the software for: 6-12 months. “What I like most about playvox is we're able to monitor our call/chats and improve our skills about the products.“ June 5, 2024 SK Stela K VP SupportHospitality, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “At one point a couple of weeks ago, Playvox completely ghosted us - with nobody in the company ever responding to our emails even though we are a paying customer“ October 5, 2024 DM David M Escalations SpecialistConsumer Services, 51 - 200 employeesUsed the software for: 6-12 months. “It is really useful for a team lead to keep documentation on their team members progress.“ November 1, 2024 SK Stela K VP SupportHospitality, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “We got stuck during onbaording with building global schedules.“ October 5, 2024 DR Danicelis R Customer service representativeConsumer Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “I work as a Quality Analyst Backup and Playvox helps us to evaluate agents, it is so efficient and exceeded my expectations.“ October 5, 2023 John Epok P Regional Platforms LeadTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “You can just imagine the amount of effort we need spend just to login to different Playvox instances“ June 1, 2024 JJ Jeremy J Travel ConsultantLeisure, Travel & Tourism, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “In general, Playvox automatically calculates your scores based on how you perform and provides statistics that will help you monitor your work stats. And the best thing about this platform is that it is very easy to use.“ January 16, 2024 John Epok P Regional Platforms LeadTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “SSO via Google Workspace had some issues every now and thn“ June 1, 2024 ## Showing most helpful reviews Showing 1-25 of 109 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Tarek A. Customer service specialist Outsourcing/Offshoring Used the software for: 1-2 years ### "Track your quality performance and assure succeed" February 20, 2023 4.0 Recommended for any business related to customer engagement. Pros It provides me with full feedback about my engaging with my customers. Cons Doesn't support all languages and has some errors with creating tickets but not all the time. Review Source HM Heather M. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Organized schedules" January 26, 2023 5.0 It was less hassle when submitting leave applications and schedule management. Pros It's the schedule notification for me, it keeps you updated 5 minutes before your scheduled break. It also lets you know when to come back which makes work much easier and more disciplined. Cons Agents don't have the option to check timestamps on the number of minutes or hours they have worked. Switched from [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Price wise Review Source KS Kristy S. CPG Marketing and Advertising Used the software for: 2+ years ### "Playvox as a Customer service agent" October 16, 2020 3.0 Pros This product is overall easy to use. Email, updates and fun ways to use Karma points with staff. This gives staff a positive reinforcement to do a great job at work. Cons I think that the applications should be easier to find. Larger icons to locate items you are looking for. Review Source Response from Playvox March 29, 2021 Hi! Thank you for your review. We're glad you're enjoying our Motivation Product. We firmly believe incentives and recognition help inspire greater team performance, and our customized digital badges are a fun way to recognize team members for outstanding results. VR Verified Reviewer Quality and Training Lead Entertainment Used the software for: 1-2 years ### "Great tool, great support!" March 3, 2021 5.0 Managed to get rid of spreadsheets Easily provide and track feedback to agents Adapt scorecards to measure not only quality but also performance Pros It is very user friendly, both for teamleaders, analysts and agents. It fulfills very well the objective of getting rid of spreadsheets: it allows to automate tasks that were very manual until now. It is very customizable. And its support team is simply top level!
 Cons They have not yet managed to integrate the information from each of their modules into one big dashboard. It is necessary to go manually to each of the modules to get the full picture of each agent Their reporting is still quite basic, it is not possible to get many insights. Review Source Response from Playvox April 8, 2021 Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful and easy-to-use tool to drive your quality management program. We love hearing from our customers, so feel free to reach out with any additional recommendations or feedback at any time! TK Tonya K. Director of Customer Experience Logistics and Supply Chain Used the software for: 1-2 years ### "Quality in a nut shell!" May 20, 2019 5.0 As I mentioned above, PlayVox provides us with so much insight into how we are doing with our training program. It has also increased our ability to maintain a level of quality to ensure our customers are well taken care of. Pros PlayVox is an amazing tool that allows you to do all your quality assurance checks and coaching session in one place. We love the ability to create scorecards dynamic to our workflows and communication channels. Because it is so simple to use, we were able to ramp up our season quality assurance team within hours and then let them get to it. The insights we get from PlayVox also provide us with very valuable information that will help us improve our training for the next season. We are able to quickly see where our team members struggle so that we can increase our emphasis in those areas when we ramp up for the new year. Cons The only thing that we do not use is the rewards program. The gift cards that are available to select from limit our ability to use them because we have team members all around the world. Review Source Response from Playvox January 26, 2021 Hi Tonya! Thank you for taking the time to write a wonderful review. We know of the importance of a good QA process and we are continuously improving. G2 just named us leaders in call center quality assurance. Hope you are enjoying our last enhancements! VR Verified Reviewer Supervisor Consumer Services Used the software for: 2+ years ### "A great tool to maintain and Enhance you Customer experience" March 9, 2022 5.0 Overall its good and impressive Pros Playvox has numerous features and the most liked feature for me is "The coaching and Feedback part while evaluating Agent's interaction" Cons Quiz/Course uploading is quite complicated Review Source Michael S. Business Intelligence Analyst Information Technology and Services Used the software for: 1-2 years ### "Easy to Use Quality Software" May 19, 2019 4.0 Overall easy to use and a decent option for small to medium sized businesses that need some Quality reporting. Pros This software is easy to use and easy to customize. Also includes some native reporting built into it. Cons In order to make an adjustment to an audit form, you basically need to create a whole new form which is not ideal for reporting trends. Reason for choosing Playvox Ease of use Review Source Response from Playvox January 26, 2021 Hi Michae! Thank you for your review and for taking the time to share your feedback with us. Playvox was recently recognized by G2 as the easiest to use contact center quality assurance solution, and we are committed to continuously improving our product. Mariam K. Partner vertical Consumer Services Used the software for: 2+ years ### "High quality control" May 17, 2022 5.0 It helps on understanding bottom and top performer agents,knowing what are the issues and gathering reporting from it by verticals. Pros I like that I can track whatever interactions I want to check by contact reasons,users and etc. Cons I do not like that there are some scorecard questions which may be chosen automatically but I have to chose manually. Review Source Tarek A. Customer service specialist Outsourcing/Offshoring Used the software for: Less than 6 months ### "Monitor and correct your team performance with Playvox" August 22, 2022 5.0 It's a great experience using Playvox, on the contrary, some other software doesn't help as playvox does. Pros Playvox has several features and functions which are so important in monitoring. Cons I face an issue while using the product that I get locked from using my credentials but it gets fixed quickly. Review Source Shelby B. Technical Product Specialist Health, Wellness and Fitness Used the software for: 6-12 months ### "Fantastic for Maintaining Neutrality in Internal Review Software" October 16, 2020 5.0 Pros I love the ability to keep up with my progress as I grow in my role at my company. Cons I wish the interface was more modern and more user-friendly. Review Source Response from Playvox March 29, 2021 Hi Shelby! Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful tool to drive your quality management program. We love hearing from our customers, so feel free to reach out with any additional recommendations or feedback at any time! BV BRENNO V. financial crime investigator Banking Used the software for: 6-12 months ### "Evaluating made easier" February 25, 2021 5.0 We spent valuable time with our previous quality assessment method, and playvox was basically a revolution inside the company. It's also easier to train other people to use, and it consolidates very important data that help us improve the quality of our analysis within our squad. We recently more than doubled the number of people evaluating their peers, and it was a smooth process. Some doubts naturally came, but within a couple of days everybody was able to use the tool in a proper manner. The integration between Looker (our data tool) and playvox allows us to measure our team regarding quality of the analysys, our previous methods made data handling very difficult. Not to mention playvox's own graphics and collection of data. The "reports" part in Playvox is also really helpful in determining the total of evaluations per team in a time period. By using this tool we can reassure the team that every evaluation is being done properly, in the right numbers and in a timely fashion. Pros I like that it's way easier to evaluate peers through playvox than it was with our previous method. We can also make better data analysis, and the process is faster. Training people to use Playvox is also not complicated at all. It's also very easy to train people to use it, since the tool is pretty much straight forward. Some wise guy said that the devil is within the details, and I really like the animation that appears when we complete the weekly workload! Clicking in evaluations we are able to access previous analysys and correct something that may be wrong, but I'll discuss that further in the next questions. And even though few people within my organization use it, I quite enjoy the possibility of personalization, when you can put your picture in your profile. Cons Sometimes I encounter some difficulties while looking for previous evaluations, but I'm already in touch with those responsible for playvox support in my company. That's troublesome because sometimes mistakes occur during the evaluation and we need to check thoses evaluations again, which can take a while because of those filters that aren't that clear to use. Review Source Response from Playvox April 8, 2021 Hi Brenno! Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful and easy-to-use tool to drive your quality management program. We love hearing from our customers, so feel free to reach out with any additional recommendations or feedback at any time! Please let us know if those issues you were facing were solved by our support team. aM argel M. customer service representative Consumer Services Used the software for: 6-12 months ### "My Playvox Experience" October 24, 2023 5.0 I'm glad that we use Playvox specially on reviewing our interactions with our customers. It provide detailed answer on what we need to improve as a call center agent. Pros Easy to navigate and user friendly application. Playvox is the tool that we used specially on reviewing our interactions with our customer. It provide important details in every interaction that we have. Cons I don't have any problem using Playvox since it is user friendly, easy to use. We can review or check our interactions with our customer. Review Source CP Cel P. Quality and Training Lead Entertainment Used the software for: 1-2 years ### "Great solution for Quality Analysis!" March 18, 2021 5.0 It is a great tool and many of our procedures are based on the features that Playvox provides. We use Playvox to analyze the quality of the interactions of our B2C Customer Support agents. To provide them with feedback, training and coaching. Also to track their performance by using the scorecards. Pros Automation of Workloads for Quality and Performance Analysis, it makes it easier for everyone to just go and do what we need to do regularly. Easy to implement and use, very pleasant user experience for agents. The integration with Slack makes it great for the day to day interaction with the agents. Great support team, our experience with them was really great, 10 points for customer success and support! Also very open for feedback. Cons We need to be able to integrate the information from each of their modules (Learning, Quality, Coaching) into one big dashboard, and with Playvox it is still not possible. It is necessary to go manually to each of the modules to get the full picture of each agent. Their reporting is still basic, it is not possible to get some of the insights we need. Review Source Response from Playvox April 8, 2021 Hi Cel! Thank you for taking the time to write a review. Playvox was recently recognized by G2 as a leader in the Quality Assurance Category. We're glad Playvox is helping you improve your performance and will continue to have functionalities to make your job easier. Will also take your feedback into consideration for future enhancements! JP Junil P. customer service Consumer Services Used the software for: 6-12 months ### "Efficiency and relevance in customer engagement." February 4, 2023 5.0 My experience in this software is outstanding so far. Pros I would say efficiency built to this software was amazing. Provides smooth transition to work tracking and customer relation build up. Great tool! Cons As of now, I think having a pop up option for this software is a game changer. Review Source WW Warren W. Team Lead Consumer Services Used the software for: 2+ years ### "Great Software For Quality Auditing" December 15, 2021 5.0 Playvox is a great tool for calibration and coaching agents. its detailed report breaks down all areas and we can easily identifies areas of opportunity for agent. Pros PlayVox is a great tool for auditing agents interactions with customers. With Plavox we are able to audit Phone, Ticket or Chat interactions. Once An audit is complete for an agent PlayVox will send a notification to the agent as it relates to the score and agent can either sign off or dispute audit. Its reporting feature allows us to identify areas of improvement for agent and assist with coaching and developing agent Cons There is nothing about PlayVox that I dislike, Its easy to use and capture all that is needed Review Source HP Haroon P. Quality Auditor Consumer Services Used the software for: 2+ years ### "Playvox - The real-time monitoring system" October 14, 2021 5.0 Overall its the best software to use..!! Pros The most important thing is that it really helps us to Aline our stats. Cons It hangs sometimes..!! While auditing . Review Source MJ Michael J. Manager, E-Services Non-Profit Organization Management Used the software for: 2+ years ### "A terrific way to monitor quality!" August 22, 2019 5.0 Pros PlayVox allows easy creation/updates of various scorecards for employees; you can create specific goals and values for an overall audit review. For managers, it's easy to monitor your team's progress, offer coaching and feedback (and track coaching results). Cons I wish it were a little cheaper per user license; as it stands, most managers share a single login, which makes much more data available to us than we need, so you have to kind of search and keep your own team members together. Review Source Response from Playvox January 26, 2021 Hi Michael! Thank you for your review. It's great to know how much value Playvox has for you. Your feedback helps us deliver an even better product. We are actively listening to what our customers need and will take your recommendation into consideration MHZ Muhammad Hassan Z. Quality Controller Consumer Services Used the software for: 2+ years ### "Best Quality Evaluation" December 18, 2021 5.0 Excellent Pros This software is very easy to use and i found it very easy by evaluating others Cons Playvox is designed with accuracy i found it perfect and accurate. Review Source KB Katie B. RTA Consumer Services Used the software for: 1-2 years ### "Love Playvox!" March 4, 2021 5.0 I think Playvox was a great tool that greatly assisted our agents with the knowledge and information needed to excel within their positions. It was also great to be able to post on a community space where we could give encouragement to the team. Pros I love the search feature where agents could type keywords and bring up different sources that involved that keyword for user friendly access. Cons I wish there were more restrictions for the agents such as posting without approval etc. Review Source Response from Playvox April 8, 2021 Hi Katie! Thank you for taking the time to provide input and share your experiences with us. We are always excited to hear from our customers and want to be sure our Workforce Engagement Management is doing all it can to power your contact center. Feel free to reach out with any additional recommendations or feedback at any time! KG Kyriakos G. gaming support agent Computer Games Used the software for: 6-12 months ### "Playvox review" March 4, 2021 5.0 My overall experience with Playvox is positive and im glad the project went for it as it is easy to use and the data presented in an organized and easy to comprehend manner. Pros When we move to Playvox, the transfer was completed fairly easily as the software is easy to use Cons Sometimes the disputes do not work as intended creating turbulence in the process of disputing cases. Review Source Response from Playvox April 8, 2021 Hi Kyriakos! Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful and easy-to-use tool to drive your quality management program. We love hearing from our customers, so feel free to reach out with any additional recommendations or feedback at any time! MS Maher S. Dispatcher Food & Beverages Used the software for: 2+ years ### "Best monitor software" October 14, 2021 5.0 A quick and cool tool to be used by the companies Pros Helping improve the quality of the work Very good and easy to use Cons We need yo open multiple taps of different notifications not turning the same page into the notification to see it then go back again to the main page to check the next one Review Source AL Ana L. Team Lead Consumer Services Used the software for: 6-12 months ### "All in all very good" March 4, 2021 4.0 Pros Having the ability to have templates helps to standardize notations for coaching! Cons I wish that filters were set on "all" by default, and not on "month" Review Source Response from Playvox April 8, 2021 Hi Ana! Thank you for your review! Your feedback helps us deliver an even better product. We are actively listening to what our customers need and will definitely take your recommendation into consideration. I will pass this recommendation on to our product team and they will evaluate this (feature/enhancement). Feel free to reach out with any additional recommendations or feedback at any time! MS Muhammad S. csr Consumer Services Used the software for: 1-2 years ### "the best software" October 22, 2020 5.0 overall best experience Pros the best thing is that when we receive an evaluation, an attached email is sent Cons everything is fine . nothing is upgradeable Review Source Response from Playvox April 8, 2021 Hi Muhammad! Thank you for the wonderful review and for taking the time to share your feedback with us. Playvox was recently recognized by G2 as the easiest to use contact center quality assurance solution, and we are committed to continuously improving our product so it remains intuitive to use and delivers great experience and value for customer service teams. nhA nur haszatul A. Rider Service Executive Food & Beverages Used the software for: 6-12 months ### "Satisfied with this software" October 27, 2020 5.0 I think this software helps me a lot in describing my performance and my task. Pros We can find the quiz or task we wanna do easily by searching or click the column stated. We just have to choose we are from which department and just enroll to start do the quiz. On my point of view, we can barely know the answer after we finish answer each question. The color used is also attractive. Besides, I used this software to check my QA results. We can check our performance by daily, weekly, monthly or else. The graph shown can be easily understood. It helps me checked my performance a lot. Cons For me, if I want to dispute my QA results, it's quite confusing. Maybe our person in charge not discovered yet how to used the dispute method Review Source Response from Playvox April 8, 2021 Hi Nur! Thank you for your review. We're glad our tool is helping you improve your performance. Will also pass your feedback on to our product team so we can improve our disputes feature. MZ Mohammad Z. CSR Public Relations and Communications Used the software for: 6-12 months ### "Clear and Easy" October 18, 2020 5.0 This is an very easy and understandable application which is showing performance on daily weekly and monthly basis also i can see whole record of performance Pros Easy to understand and a beautiful window which makes things perfect Cons Nothing in this app which i don't like great all Review Source Response from Playvox April 8, 2021 Hi Mohammad! Thank you for taking the time to write a review. I'm glad you find Playvox to be a powerful and easy-to-use tool to drive your quality management program. We love hearing from our customers, so feel free to reach out with any additional recommendations or feedback at any time! 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