Playvox Alternatives: Competing QA Solutions To Consider

With the increasing number of customer support quality assurance tools on the market, it can be difficult to choose a solution fit for your team’s needs.

Playvox is a great choice for many teams, but if you’re looking for a Playvox alternative with slightly different pricing and QA capabilities, here’s an overview of Playvox competitors.

What is Playvox?

Playvox is a customer support quality & performance management tool that allows you to check and enhance the quality of your customer conversations across different channels.

✅ Playvox offers customizable dashboards that show key performance indicators and support trends. This shows how your team is doing and what needs improvement.

✅ With Playvox Coaching, you can see how each team member is doing, see their goals, and watch their progress over time.

✅ The workforce management tool makes it easier to plan, forecast, and make work schedules.

✅ Playvox works with popular customer service solutions out-of-the-box and offers a customizable API.

⛔ The features aren’t all in one place — you have to use different tools for Quality Management and Workforce Management.

⛔ The auto-scoring feature is limited to customer sentiment analysis — AutoQA from Playvox focuses on checking customer sentiment in their messages.

Playvox alternatives

Playvox alternative: Klaus

Klaus is a quality management platform that helps companies increase their revenue through great customer support. It uses AI to find where your support processes need improvement, helping you fix what’s not working.

✅ Easy to start using — you don’t need a long onboarding process or to pay any setup fees. It’s a true plug-and-play solution with many help desk integrations, including popular ones like Zendesk, Intercom, Aircall, and Freshdesk.

✅ Quick access to AI-powered insights — review 100% of your support conversations automatically, no matter the number of agents, tickets, or languages, with Klaus’ AutoQA.

✅ Klaus’s browser extension lets you safely review customer conversations wherever they happen. No longer are you confined by the virtual borders of your help desk tool.

✅ Fast, customer-focused development and quick feature releases — see how many product updates Klaus has recently shipped.

⛔ Klaus doesn’t have its own Workforce Management (WFM) app — but it integrates with a WFM solution called Assembled, and there’s a bundled deal you can take advantage of.

⛔ The reporting dashboards mainly show support quality and customer experience numbers you can track with Klaus, like Internal Quality Score (IQS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Playvox competitor: MaestroQA

MaestroQA is a quality assurance software for customer service that helps teams make the customer experience better. It lets you grade customer interactions, collect data and customer feedback, and keep track of how well your agents are doing over time.

✅ Custom dashboards, reports, and analytics — MaestroQA has many reporting features, including the ability to automatically send reports to customer service team leaders and managers.

✅ Screen recordings — everything your agents do when dealing with support tickets gets recorded and can be seen in MaestroQA.

✅ Grader quality control workflow — you can evaluate how well your QA graders are doing with the “Grade the Grader” process.

✅ MaestroQA integrates with popular customer service tools, such as helpdesk systems, phone systems, learning platforms, and data storage systems.

⛔ Some users find that setting up and using the platform takes some time and effort, mostly because of the wide range of features.

⛔ No AI-based scoring — even though it has automated quality management features, MaestroQA doesn’t have the ability to automatically score support conversations.

Playvox alternative: EvaluAgent

EvaluAgent is quality assurance software made for contact centers. It has many features to help you manage, watch, and improve how well your customer service teams are doing.

✅ Custom dashboards and reports — EvaluAgent lets you filter data and create reports based on individual QA scorecards, customer support teams, and agents. Senior managers can get monthly reports sent automatically.

✅ Multiple scorecards in one place — you can use all the scorecards you’ve added, no matter the workspace or support interaction.

✅ Conversation transcripts — EvaluAgent’s SmartScore can turn any conversation into text and give a summary so you can quickly see what happened during the interaction.

✅ Wide range of integrations — EvaluAgent works with ticketing and helpdesk systems, call recording tools, and Workforce Management (WFM) solutions, among others.

⛔ Pricing starts for teams with at least 30 seats — smaller support teams might not find EvaluAgent a good fit for their needs.

⛔ No live chat support for EvaluAgent customers — getting quick help might be tough if you need it.

Playvox competitor: Scorebuddy

Last but not least, Scorebuddy is a cloud-based solution that evaluates customer interactions across multiple support channels, including phone, email, and live chat.

✅ Strong Learning Management System — Scorebuddy works with a Learning Management System (LMS) where you can upload and make dedicated training materials.

✅ Easy-to-customize scorecards — the QA software makes it simple to set up various scorecards, no matter the support channel, workspace, or kind of interaction. Set up as many different scorecards as you like to evaluate phone calls, emails, chat, etc.

✅ Different survey types available — You can send branded NPS, CSAT, and multiple-choice survey questions to customers.

✅ Common integrations ready to use — Scorebuddy works with popular tools like Salesforce, Zendesk, and Intercom.

⛔ Limited data filtering options — Scorebuddy has powerful data and reporting dashboards, but its filtering options aren’t great. It can be hard to find insights, and exporting the raw data takes a while. You are able to, however, give agents their own dashboards showing their quality scores and any coaching tips from the QA specialist.

⛔ Training materials could be better — Scorebuddy has training videos, but the sound quality could be improved for a better learning experience.

Still looking for more Playvox alternatives?

If you still need more choices, check out more Playvox alternatives below:

• Miuros
• Observe.AI
• Kaizo
• Summatti
• Aprikot
• Loris
• Medallia
• Sprinklr

How to choose the best alternative?

When choosing the best customer service quality assurance software for your business, consider the following criteria:

1. Integration with existing tech stack: Ensure the software integrates with your existing helpdesk and other tools, such as Slack. This allows you to review data from a single screen, eliminating the need to switch tabs or manually copy data. Check the tool’s integration page for available integrations and avoid building custom integrations unless absolutely necessary.

2. Top features: Look for powerful features like customizable scorecards, grading calibration, user roles and permissions, root cause analysis, dashboards and reporting, and AI-driven automation.

• Customizable scorecards: Look for a tool that lets you build scorecards reflecting your internal quality standards and customer service goals. You should be able to choose your own categories, adjust category weighting, and select a rating scale.
• Grading calibration: Ensure the tool offers a QA calibration feature to maintain consistency in conversation reviews. Calibration strategies may vary, but the goal is the same — consistency in
• Dashboards and reporting: Look for a tool that displays data in an organized manner, with insights into agent performance and key customer service metrics.
• Automation & AI: Opt for features like sentiment analysis and AutoQA that help you save time and effort.

3. User-friendly UI: Test the software’s ease of use and intuitiveness with a free trial. Consider training and onboarding requirements, and avoid tools with complicated interfaces that may hinder feedback quality.

4. Reliability and compliance: Verify the software’s security and compliance features, such as organizational and technical controls, internal policies, employee onboarding and training, and certifications like SOC 2.

5. Pricing: Find a tool that suits your budget and matches your desired features and integrations. Support teams typically spend $184 on software per agent monthly, with $29 allocated to their QA tool.

6. Scalability: Choose a tool that can accommodate your team’s growth and changing needs. Review case studies to see how the tool has worked for companies similar to yours.

7. Support: Check review sites like G2 for unbiased opinions on the provider’s support responsiveness and overall user experience.

Originally published in June 2021, last updated in August 2023.