Playvox empowers agents, quality analysts, team leads and management with the tools and real-time intelligence needed to improve the customer experience and improve revenue generation.
With the increasing number of quality assurance solutions on the market, it can be difficult to choose a solution fit for your team’s needs. We’ve created this list of Playvox competitors and alternatives to help and make this daunting task a tiny bit easier.
Agent optimization suite – what is it?
Agent optimization suite includes features for improving the support quality, learning management and trainings, voice of the customer, coaching and motivation.
The goal of agent optimization is to improve and maintain support quality. It aligns all your training, coaching, and quality monitoring procedures with your internal quality standards. This way you’ll provide quality customer care consistently across all support channels and agents.
How to choose the right agent optimization suite?
Here’s what to consider when choosing the right software for your business.
- Help desk & other integrations
- User experience
- Reliability and support
“Klaus has opened us a way to interact with our support team and create a development scorecard, performance review procedures, and follow the progress of our agents in the long and short term. This has already eliminated a whole lot of problems with underperformance and highlighted the success of top-notch support agents.”
Klaus is a quality management platform for support teams that measurably improves customer service quality by making internal feedback easy and systematic.
✅ Build scorecards that reflect your business needs, filter out tickets you’d like to see, review the conversations, and start leaving valuable feedback that helps agents develop.
✅ View real-time KPIs by agent to ensure consistent performance amongst agents and identify top and low-performers. Deliver transparent and actionable feedback.
✅ Understand the true relationship between CSAT, FCR, NPS – and quality. Get an instant overview of the big picture or drill into the details – up to you.
🔗 Make conversation reviews a constant habit with the Klaus browser extension. No longer are you confined by the virtual borders of your help desk tool. Klaus’ browser extension allows you to grade conversations wherever they happen.
⭐️ Capterra Rating 4.8/5
“Evaluagent has provided us with a clear dashboard for our call quality information which is visible to all. This is driving the right advisor behaviors. An added benefit is that because the stats are so visible, it’s provided Team Leaders with the added incentive of ensuring that they complete their evaluations on time.“
EvaluAgent’s Quality Assurance software includes all the features you need to deliver performance improvement and demonstrate compliance. Backed by an experienced customer success team, EvaluAgent helps you evaluate, coach and engage front-line agents.
✅ Quickly identify at-risk conversations and correlate customer feedback with your internal quality scores to make sure your QA framework is measuring what matters.
✅ Save time and money by storing all conversations, QA and performance data in one platform.
✅ Increase QA coverage by classifying and auto-scoring every call, email, and chat session for CX and regulatory compliance.
🔗 EvaluAgent allows to auto-score 100% of calls, emails and chat sessions to highlight CX and compliance breaches.
⭐️ Capterra Rating 4.6/5
“The speech analytics and capturing moments is truly game-changing. It’s incredibly easy to set up and start using. The speech analytics are very accurate. If you use it correctly, this will pay for itself easily. Now that they have QM to grade agent calls it’s even better. Their reporting and analysis around call grading are also great for a newly released feature.”
Observe.AI allows to rapidly transcribe customer conversations, evaluate agents, improve CX quality, and coach high-performing teams.
✅ Automatically surface interactions to review. Dig deeper into areas like supervisor escalations, dead air, and hold time.
✅ Learn what drives a positive or negative customer experience. Scale the best practices top agents use with customers.
✅ Access highly accurate transcripts. Search and filter through 100% of conversations in real-time.
🔗Observe.AI’s AI surfaces topics that trigger a positive or poor customer experience so you can replicate top agents’ behaviors.
⭐️ Capterra Rating 4.5/5
“I really enjoy using Talkdesk and having access to my call history to keep track of my calls and their duration. Best of all is that we can listen to calls right from Talkdesk.”
Talkdesk provides a better way for organizations to unlock the promise and potential of great customer experience.
✅ Agent Assist empowers agents with intelligent guidance, recommending the next best actions to quickly resolve customer issues.
✅ Virtual Agent delivers the answers customers need, whenever they need them, through a natural and intuitive voice interface.
✅ Guide is an AI-powered self-service knowledge base that delivers relevant content to customers and agents, helping you boost your customer self-service while empowering every agent to provide a world-class customer experience.
🔗 Get started with Talkdesk fast with an implementation that is done in as little as 24 hours.
⭐️ Capterra Rating 4.6/5
Strengthen relationships, deepen loyalty, and drive measurable impact across the business. Automate recording and reporting and streamline evaluations—so you can spend more time coaching and leading.
✅ Create a quality command center. All your evaluation tools in one place.
✅ Automatically monitor system issues. Get immediate notifications. Examine potential errors. Stay ahead of problems and minimize downtime.
✅ Streamline processes and reporting – Stop manually creating reports.
🔗 Calabrio integrates with popular help desks such as Talkdesk, Five9, Gladly, and more.
The easiest solution for improving QA for Zendesk or Help Scout teams.
✅ Assign scores, leave comments, and complete reviews without opening up another application or tab.
✅ Quickly view team or agent-level performance to see averages, trends, strengths, and areas for improvement. Easily look up feedback by date, agent, or specific ticket number.
✅ Customize the rubric based on what works best for your operations and QA needs.
🔗 Aprikot integrates with Help Scout and Zendesk.
Powered by gamification and AI, Kaizo transforms performance management for
customer support teams.
✅ Analyze performance with real-time agent & team metrics, dashboards, and trends.
✅ Improve service quality with advanced QA integrated into your processes.
✅ Empower agents to understand and proactively improve their performance.
✅ Save time on manual report building with real-time dashboards & KPI management.
🔗 Kaizo integrates with Zendesk.
“We have managed to reduce our average handling times for quality monitoring, as the software enables us to automate more of the process which was previously conducted using Excel tools.“
Scorebuddy is a cloud-based quality assurance software that evaluates customer interactions across multiple channels, calls, emails, live chat, and social media.
✅ Create the scorecard you want with Scorebuddy’s intuitive Scorecard builder. Set up as many different scorecards as you like to evaluate phone calls, emails, chat, etc.
✅ Scorebuddy’s powerful analytics tool allows you to spot trends and exceptions so you can manage, coach, and improve.
✅ Give agents their own dashboards showing their quality scores and any coaching tips from the evaluator. They get alerted when a new score is submitted.
🔗 Scorebuddy integrates with Salesforce, Zendesk, Five9, Talkdesk.
⭐️ Capterra Rating 4.5/5
Check out this list of best Scorebuddy alternatives and competitors.
“ I use this multiple times per day. Provides customer feedback in a simple, straightforward way.“
Stella Connect by Medallia is the first platform that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving the improvement of frontline teams.
✅ Stella Connect makes it easy to launch QA reviews off actual customer feedback.
✅ With Stella Connect, team leaders can view a real-time list of interactions and instantly launch a review.
✅ Fully customize your scorecard based on your team’s specific needs. Leverage auto-fail questions, weigh your scoring on a per-section basis and categorize questions into sections.
🔗 Stella Connect integrates with Zendesk, Salesforce, Kustomer, and 17 other vendors.
⭐️ Capterra Rating 5/5
Miuros turns your data into actionable insights with AI-powered analytics, quality assurance, and automation.
✅ Based on your selection criteria, Miuros’ QA system will unbiasedly choose and assign the most important tickets to be reviewed – so you don’t have to cherry-pick.
✅ Across all communication channels for all teams. Have all the results centralized, giving you quick and easy access to improvements.
✅ Benchmark your agents, teams, or business process outsourcers in an instant – and let your agents assess their own performance on the go.
🔗 Miuros integrates with Zendesk, Freshdesk, Help Scout, and 4 other help desks.
Get unfiltered visibility into what’s happening with your agents, customers, CX processes, and business with a quality program built on MaestroQA.
✅ Customizable scorecards for your unique business needs.
✅ Support agent performance improvement.
✅ Eliminate human error and manual processes with workflow automations.
🔗 MaestroQA allows to break down QA scores by CRM data (tags, CSAT, and custom fields).