Playvox is ideal for teams preferring a standardized, less customizable solution. While it provides basic WFM and QA tools, it lacks deeper insights, making it less suitable for contact centers needing robust and flexible capabilities.
On the other hand, evaluagentCX offers unmatched features:
Seamless automation to boost productivity
Guaranteed 100% interaction coverage, including voice
Agent-focused features to drive engagement
Actionable insights & robust reporting and improvement workflows.
Diverse range of native integrations and an open API
Read more below to discover how evaluagentCX directly compares to Playvox.
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Key differences: evaluagentCX vs Playvox
Integrations
WFM
Multi-channel
AutoQA
eLearning LMS
xNPS (Expected Net Promotor Score)
Redaction
evaluagentCX
Seamless integration with any customer management tool using a wide range of out-of-the-box options and an open API.
We prioritize delivering a specialist QA and improvement platform. By partnering with leading WFM providers such as Assembled and Injixo, we can offer the best of both, rather than a one-size-fits-all solution.
Automatically analyzes 100% of interactions across all channels.
Highly customizable line items and insight topics.
Fully integrated LMS tool.
Uses generative AI to predict Net Promoter Scores across 100% of interactions, eliminating the need for customer surveys.
Automatically redacts sensitive customer data from transcripts without compromising context.
Playvox
No technical support for integrations; integration is the customer’s responsibility.
Playvox provides its own integrated WFM solution with QA, offering more basic features and capabilities for both areas.
Text-based interactions only.
Basic out-of-the-box functionality with no customization or voice interaction capability.
Comparable LMS product but not as integrated. Included in the coaching module to provide access to documents, links, and files.
No xNPS feature.
No redaction capability.
Get an impartial perspective
Here’s some feedback from customers and prospects who have tried both platforms, or switched from Playvox:
“Playvox was a little bit too busy for me. I found evaluagent to be super user-friendly and super easy to manoeuvre. I have four or five managers that are also using it too. I had to make sure it was something that they could just look at quickly, get the information that they needed, and not be too complicated.”
Quality Assurance Manager at Global Construction Retailer
“We wanted something that had a lot of AI in the mix or at least they were already exploring the needs and what AI could add value to the operation. So in this first phase, we eliminated Playvox.”
Project Manager at Gaming & Entertainment Organization
“evaluagent offered us a comprehensive upgrade from our previous system, Playvox, in terms of scorecards, analytics and insights, and administrative controls.”
Quality Assurance Manager at Computer Software Organization
“Ididn’t really get too much out of the demo withPlayvox, it took me a long time to figure things out because like I said, it was a little bit more confusing because I think it was just so detailed with things I didn’t even need.”
Project Manager at Large Retailer
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You’re just a click away from starting your journey towards intelligent automation of insight, QA and improvement. With evaluagentCX as your AI-powered co-pilot, you can create unrivaled customer experiences.
