# Page 2 | Playvox Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Playvox ## Showing most helpful reviews Showing 26-50 of 109 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DM David M. Escalations Specialist Consumer Services Used the software for: 6-12 months ### "Playvox is perfect for quality assurance between teams." November 1, 2024 5.0 Great tool for keeping track of coaching sessions and do calibrations between teams. It is really useful for a team lead to keep documentation on their team members progress. Pros Useful solution for coaching sessions and calibrations. Provides everything needed such as grouping in teams and a robust selection of customizable actions. Cons Very rarely the text processor can glitch out, so I believe an auto-save feature for what you're writing would be pretty cool. Review Source SK Stela K. VP Support Hospitality Used the software for: 6-12 months ### "Promising tool but not ready for global organizations disengaged team " October 5, 2024 2.0 Pros The tool looks promising while not ready for global organizations with omnichannel schedule Cons We got stuck during onbaording with building global schedules. 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 Review Source JS Jetson S. Customer Care Outsourcing/Offshoring Used the software for: 1-2 years ### "Playvox Review." August 8, 2024 5.0 10/10. Playvox is a very useful product. It helps us to get our job done more easily and makes us more productive because we always save time using this product. Pros Playvox is so easy to use as an agent. It allows us to monitor the quality of our job and help us to improve on daily basis. Cons None. Playvox is so easy to use and has a very calm interface that allows us to work more easily. Review Source John Epok P. Regional Platforms Lead Telecommunications Used the software for: 2+ years ### "Robust QA Framework Through Playvox" June 1, 2024 4.0 While we mostly use Playvox for QA purposes, our overall experience with the platform is okay as it does fairly deliver based on our use cases. Pros \- can be easily integrated with Zendesk through API which makes ticket audits a lot easier to review - agent organization chart which provides visibility to further know who reports to who - UI/UI which is very user-friendly and straightforward Cons \- generally needs a separate Playvox instance for each Zendesk instance which is bit tiresome as in our use case we have 5 Zendesk instances. You can just imagine the amount of effort we need spend just to login to different Playvox instances - SSO via Google Workspace had some issues every now and thn Review Source JS Jeff S. Customer Service Representative Outsourcing/Offshoring Used the software for: 6-12 months ### "Playvox make our work life so much better." June 5, 2024 5.0 Overall experience with Playvox is great since it helps us be better with our work and improved communication skills. Pros What I like most about playvox is we're able to monitor our call/chats and improve our skills about the products. Cons None so far. Everything with playvox is good. Review Source KCG Khim Cate G. CSR Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Playvox rocks!!!!" October 27, 2023 5.0 It is great and easy to use. We use it as a tool for monitoring client phone calls and providing feedback to employees. It makes everything easier since everything is organized. Pros I like how transparent Playvox is. You can easily see the summary of your reports and scores. You can also see what was already signed and acknowledged. It also summarizes your monthly scores, which is great and the notifications are real time. Cons None, everything is great and easy to access. Review Source 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. JO Jonnel O. Customer Service representative Telecommunications Used the software for: 1-2 years ### "My Review on this tool." October 24, 2023 5.0 My over all experience on this tool was very satisfied i will recommend this. Pros On our job we needed this kind of tool so we can see our QA's and also the information that we need to check. Cons What i like about the Playvox is we can track our quality evaluation and it was very helpful to us. Reason for choosing Playvox We needed this on our job to track our quality evaluations Review Source CN Christian N. Customer Support Rep Consumer Services Used the software for: 6-12 months ### "Playvox review" November 1, 2023 5.0 Playvox provide easy access on quality response and easy to understand. Will give you ample time to dispute if you thing your quality review is not right Pros Easy to understand report provided by Quality team Cons None so far, Playvox is easy to navigate as well Alternatives considered [MaestroQA](https://www.capterra.com/p/172800/MaestroQA/) Reason for choosing Playvox It seems that MaestroQA is almost the same as Playvox Review Source omar M. intraday specialist Consumer Services Used the software for: 6-12 months ### "how analyses faster " May 27, 2023 5.0 by using playvox in the beginning i got to know what it takes easily to get the flow of the chat go for better way Pros easy to get for every section in need to get the monitoring and valuation done Cons to see my score in it if it not that good Review Source VR Verified Reviewer Analista de Produto Banking Used the software for: 1-2 years ### "Base de Conhecimento" March 17, 2022 4.0 Apesar de ter esse problema nos destaques dos botões de navegação no sistema, de modo geral é uma excelente plataforma e serve de grande auxílio no dia a dia de trabalho. Pros A Palyvox é utilizada pela nossa empresa como uma base de conhecimento, um local onde ficam disponíveis todos os conteúdos sobre o serviço e produto que oferecemos para os nossos clientes, a plataforma em si é ótima nesse aspecto, nos ajuda a concentrar todas as informações necessárias em um único local, além de conseguirmos receber comunicados de atualização de informações e interagirmos em tempo real com cada colega de trabalho. Cons O layout das páginas são bem definidos, mas as opções para navegar dentro da plataforma são confusos e a maioria deles ficam escondidos dentro de outras opções. Review Source 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 VR Verified Reviewer Customer Excellence Supervisor Financial Services Used the software for: 1-2 years ### "Nubank Review" March 1, 2021 4.0 Was very good! Today we have very robust Quality analysis processes and I also realize that we are very close to PLayVox, when it comes to problem solving and feedback. Pros PlayVox is very easy to use and understand, it was easy to implement the tool and we have a very close contact between support and contractor. Cons Unfortunately playvox has some configurations that make it impossible for us to change them within a short period of time, the platform could also be better in the efficiency of carrying out quality and data monitoring. Alternatives considered [Zendesk QA](https://www.capterra.com/p/180104/Klaus/)[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[CallMiner Eureka](https://www.capterra.com/p/130323/Eureka/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Playvox For the price offered and also for the ease of implementation of the Tool. Review Source Response from Playvox April 8, 2021 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! Mohamed M. Customer service representative Consumer Services Used the software for: 1-2 years ### "The best tool to monitor your business quality" July 24, 2022 5.0 I'm totally satisfied with the service. Pros I'm fond of the features that are provided to monitor the agents. Cons It just has to get more languages such as Arabic. Alternatives considered [Scorebuddy](https://www.capterra.com/p/226597/Scorebuddy/) Reason for choosing Playvox I got all the needed features on playvox so I preferred it over the other products. 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! LJR Louie Jay R. Customer Service Representatives Outsourcing/Offshoring Used the software for: 6-12 months ### "Impressive " October 21, 2023 5.0 This software is perfect and lovely to use this has been my daily basis at work. Pros I really love its feature where you can review and see your work performance that you have showcase to you business company. Cons Playvox is perfect and all of the feature that I’m looking for it is helpful, so I don’t see anything that needs to improve. Review Source DR Danicelis R. Customer service representative Consumer Services Used the software for: 1-2 years ### "Playvox is an awesome workmate!" October 5, 2023 5.0 I work as a Quality Analyst Backup and Playvox helps us to evaluate agents, it is so efficient and exceeded my expectations. I highly recommend Playbox! Pros I really like using Playvox, I love that it is easy to get in and use. Playbox is equipped with the best tools to do quality analysis for agents and team leaders in the company. Cons The only thing I do not like about Playbox is that when you have it in a window and you want to open it in another one it does not let you while doing evaluations. Review Source AS Alexis S. CSR Consumer Services Used the software for: 1-2 years ### "an effective tool to keep you on track" February 5, 2023 5.0 I've had a wonderful overall playvox experience! I appreciate how simple and user-friendly this application is and how it can help you stay on top of all you need to do every day. I really like the pop-up menus that appear when it's time for a break or lunch. Pros I adore how user-friendly and simple this playvox is. I can monitor my daily routine and ensure that everything is carried out as planned. I really like the activity stream feature, which lets you know instantly whether or not your leave request has been approved or not. Cons I have nothing negative to say about the product thus far because it is so amazing and useful. Everything is understandable and simple to use. Review Source EL Emetu L. Operation Executive Retail Used the software for: 1-2 years ### "My Experience With Playvox" December 4, 2023 5.0 Pros I like the call monitoring and recording features It acts as a great customer service solution It makes following up on tickets easy Cons I think the only con is that Playvox is not the most affordable option. Review Source VR Verified Reviewer Customer Experience Food & Beverages Used the software for: 1-2 years ### "Playvox is an indispensable tool" March 5, 2021 5.0 I can not complain in a general way for me and my colleagues it is satisfactory. Pros It is a very interesting application, in terms of team and individual evaluations, it is easy to use and the experience in training and evaluation forms is wonderful. Cons It should be a little more intuitive. To facilitate the search of all its functions. 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 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! VR Verified Reviewer E-commerce Fraud and Payments Management Internet Used the software for: Less than 6 months ### "Awesome Quality check tools" August 12, 2019 5.0 With Playvox we have decreased in almost a 60% the amount of work/time/resources we were using when quality checks where done manually Pros Assuring the quality of the work of agents can be a very time consuming activity and I have struggle to find a solution that really help us in have a track of progress and review in an agile way. These are some of the features that impress me more of Playvox - Allows you to check on tickets way faster than doing manually and faster than other platforms - Very customizable. You can create teams, groups and different score cards with personalized fields. - Very detailed report dashboard with visibility of the whole team and single agent work - Work reminders to quality analyst and visibility of their work and notifications to agents when their work is reviewed - Possibility to review quality analyst work and to implement work calibration -Customer service is very helpful and the Help center have most of the answers you need Cons The only thing that have to be improved is that when displaying the tickets to display it might take a few seconds but in any case it is much faster than other programs Review Source Response from Playvox January 26, 2021 Hi! Thank you for the wonderful review and for taking the time to share your feedback with us. It's great to know it makes your life easier. No wonder why Playvox was recognized by G2 as the easiest to use contact center quality assurance solution. JJ Jeremy J. Travel Consultant Leisure, Travel & Tourism Used the software for: 1-2 years ### "Playvox Review" January 16, 2024 5.0 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. Pros Playvox is overall easy and very light to use. I want to highlight its user interface because it opens with practically all the information you need to see. I can immediately determine which areas I struggle with, so I can figure things out and come up with better solutions. Cons Since the system only bases the data on your performance or scorecards, I have no dislike for this platform. Knowing that you can work on the areas that need to be addressed or keep up any performance that was done well. Review Source JP Jomar P. Customer Service Outsourcing/Offshoring Used the software for: 1-2 years ### "Best software to keep track of company's quality!" January 24, 2024 5.0 Pros Easy way to share feedbacks and evaluation Cons None, I cannot think or see any reason to dislike this software Review Source NS Nader S. Customer Support Computer Software Used the software for: 1-2 years ### "A Feedback Forum to Enhance the Culture and Drive of an Organization" October 31, 2020 5.0 At first I was apprehensive because I imagined another one way street that left the employee feeling stranded. As I was introduced and became familiar with its approach, I found that it's system was aware of the importance that all member's feedback is valuable to the organization as a whole! It really puts the finishing touch on a well run business environment! Pros The most relieving aspect of this product is its ability to inspire inclusiveness between the manager and employee. It creates a two way communication street to ensure important ideas are acknowledged. Cons Although the functionality and ease of use are solid I would not be opposed to sprucing up the layout and graphics. Visual appeal goes a long way. Review Source Response from Playvox April 8, 2021 Hi Nader! 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! MS Mehboob S. Cutomer Executive officer Outsourcing/Offshoring Used the software for: 1-2 years ### "Business Pro tool" October 25, 2021 5.0 Amazing experience Pros Playvox has a great user interface, the day to day updates and in-depth analysis with ease of access and great privacy integration has won my trust and is highly recommended for business growth Cons I think integration with some other software such as slack could be added Review Source Similar Products Featured