Playvox is a buyer help platform that provides a wide array options, resembling name middle analytics, buyer satisfaction surveys, worker efficiency monitoring, and buyer suggestions administration.
Nevertheless, you could be on the lookout for a Playvox various in case you want stronger Auto QA options, in depth buyer satisfaction surveys, otherwise you merely want an answer that can assist you gamify the whole agent expertise.
Finest Playvox options and when to make use of them
1. Kaizo
Overview: Kaizo is a buyer help operations instrument powered by synthetic intelligence that can make High quality Assurance a breeze for big groups. Via Kaizo, you’ll be able to rapidly consider every agent’s tickets and monitor everybody’s efficiency over a selected time period.
Kaizo’s automated High quality Assurance course of ensures that each one tickets are rated justly and exactly, providing you with sufficient time to evaluate and price every one.
Samurai, an AI-powered extension, presents a complete abstract of all tickets and lets you consider and price every one in below a minute.
Furthermore, Kaizo’s QA experiences present insights into agent efficiency, permitting you to simply spot areas that want enchancment and supply applicable steering. Kaizo’s workforce engagement instrument not solely supplies native efficiency teaching and automatic QA, but additionally makes use of gamification to keep up excessive ranges of agent engagement and motivation.
Kaizo’s Missions use a particular gamification system that lets you direct your crew to supply distinctive service throughout occasions of excessive demand and successfully handle backlogs. Brokers are represented as ninja avatars who’re rewarded for his or her efficiency in velocity, high quality, and productiveness.
When to make use of it: If it is advisable to velocity up QA and supply a enjoyable work expertise to your brokers utilizing the newest AI expertise.
Kaizo benefits:
- Easy to configure and make use of throughout your total crew
- Complete AI-driven functionalities designed to help with high quality assurance, automated ticket evaluation, and increase workforce engagement (Samurai)
- Slicing-edge efficiency teaching and reporting proficiencies (Samurai)
- Seamless integration with Zendesk and Salesforce
- Gratifying to make use of because of its recreation engine expertise
- Prompt name transcription and AI-generated dialog summaries in actual time (Samurai)
Kaizo disadvantages:
- There’s no cell app
- Unique for Zendesk and Salesforce customers
Get probably the most out of your efforts and hold your brokers joyful and engaged with a free Kaizo trial:
2. EvaluAgent
Overview: EvaluAgent is a customer support efficiency administration platform designed to assist buyer help groups monitor, measure, handle, and enhance customer support effectiveness. It supplies customer support groups with real-time insights into buyer conversations and interactions, in addition to customer support efficiency metrics. The platform additionally features a suite of instruments and analytics that can assist you determine areas for enchancment, present suggestions to brokers, and observe outcomes over time.
When to make use of it: In case you depend on dialog scoring and one-on-one conferences to information your QA and agent efficiency efforts.
EvaluAgent benefits:
- Straightforward-to-create and versatile scorecards
- Customizable API and numerous third-party apps to combine with
EvaluAgent disadvantages:
- No buyer satisfaction scoring capabilities
- Missing basic workforce engagement capabilities
- Restricted reporting capabilities regardless of the superior insights the instrument supplies
3. MaestroQA
Overview: MaestroQA is a customer support platform that applies pure language processing and machine studying to conversations to acknowledge buyer wants and routinely present replies.
Moreover, it presents complete analytics that offers customer support groups the flexibility to determine and deal with issues earlier than they develop into massive.
When to make use of it: In case you want display screen capturing and name transcriptions apart from QA and workforce engagement options.
MaestroQA benefits:
- Performance for capturing screens and transcribing content material
- Limitless, absolutely customizable QA scorecards
- 1:1 teaching classes with brokers
MaestroQA disadvantages:
- Np AI-driven auto-scoring
- No free trial for pre-testing the applying
- No cell app
4. Tymeshift
Overview: Zendesk not too long ago acquired Tymeshift, a workforce administration platform that provides customer support groups the sources and insights they should attain peak effectivity. As a substitute for Playvox, Tymeshift helps groups measure customer support efficiency, analyze buyer suggestions, and generate schedules and forecasts that assure optimum output from customer support groups.
When to make use of it: If you wish to use forecasting and computerized scheduling to your brokers.
Tymeshift benefits:
- Agent standing and exercise tracker
- Automated scheduling options with time-off administration and shift buying and selling
- Customizable staffing forecasts and workstreams (i.e. kinds of work brokers do)
Tymeshift disadvantages:
- Restricted integrations or API entry (apart from Zendesk and Google Calendar)
- Extra costs apply in case you want personalised onboarding and devoted buyer success managers
5. Balto
Overview: Balto is a Playvox various that helps buyer help groups work together with their prospects in an environment friendly and personalised method. It automates customer support duties resembling rapidly offering solutions to frequent inquiries, resolving buyer questions, and routing complicated inquiries to the suitable brokers. Plus, Balto presents insights into buyer satisfaction and customer support efficiency.
When to make use of it: In case you’re seeking to give your brokers entry to speedy help throughout calls.
Balto benefits:
- Prompt note-taking and automatic summarization of calls
- Speedy agent teaching with sensible checklists and dynamic prompts
- Integrations with over 60 softphones and main CCaaS and UCaaS methods
Balto disadvantages:
- No free trial
- Doesn’t supply particular options for workforce engagement
- Pricing particulars will not be brazenly displayed on the web site
6. Scorebuddy
Overview: Scorebuddy is a Playvox software program various that assists customer support groups in preserving tabs on and evaluating customer support efficiency. It helps them pinpoint areas that have to be improved, set particular person or crew objectives, and monitor the progress they make over time. Furthermore, their Enterprise Intelligence add-on supplies complete reporting options that grant groups the information wanted to make well-informed selections.
When to make use of it: In case you want Enterprise Intelligence capabilities to make knowledgeable selections.
Scorebuddy benefits:
- Scorebuddy BI + detailed reporting and dashboards
- Peer and self-scoring assessments for brokers
- Choice to routinely observe regulatory compliance throughout your organization
Scorebuddy disadvantages:
- Lack of gamification or workforce engagement functionalities
- Pricing particulars are supplied solely in case you make an official request
Playvox instrument options comparability
How to decide on the Playvox various that’s best for you
Use this fast guidelines to know which Playvox various is finest to your crew:
- Make an inventory of all of the important options you want out of your upcoming help QA instrument in addition to the nice-to-have functionalities you’re on the lookout for
- Undergo the record above and observe down the instruments that test the entire must-have options
- After you have an inventory of 3-5 instruments, slim it all the way down to 2-3 by making an allowance for the entire additional options that will make work simpler
- Give every of those 2-3 instruments a attempt with a free trial
- Ensure you check the Playvox options collectively together with your total crew to choose the suitable one for everybody
Making an attempt out Kaizo
Kaizo helps you run complicated agent engagement and efficiency teaching processes whereas additionally providing you with entry to the options Playvox doesn’t have, like gamification or superior Auto QA.
Curious to know much more about Kaizo and its newest Samurai AI extension? Strive without cost or e book a demo to see them in motion in your workflows.
