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Playvox Named a Leader in The Grid® Report for Contact Center Quality Assurance

Playvox Updates, Quality Assurance

Managing a customer service operation is never easy. Especially now. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality assurance, is nothing short of a juggling act. When more and more gets added to the daily juggle, where does one even begin to keep up the act?

Playvox is a high performing leader in the contact center quality assurance software category that best meets requirements, is intuitive to use, well-supported, and highly recommended. This is based on high levels of customer satisfaction and likeliness to recommend ratings from real users on G2, the world’s leading business solutions review website.

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This ranking was achieved by receiving positive reviews, from verified users compared to similar products in the quality assurance category. For inclusion in the report a product must have received ten or more reviews.

“Rankings on G2 reports are based on data provided to us by real users,” said Michael Fauscette, chief research officer, G2. “We are excited to share the achievements of the products ranked on our site because they represent the voice of the user and offer terrific insights to potential buyers around the world.”

With our all-in-one Workforce Engagement Management suite, it’s no secret why Playvox is the leader in customer service software. We equip businesses with the tools to improve CX and revenue generation through our Quality Assurance, Performance Management, Coaching, Learning, Workforce Management, Voice of the Customer, and Agent motivation software.

Let’s take a deep dive into our rankings and the G2 Grid Report.

Playvox Ranks in Usability and Relationship in G2’s Report

Playvox received the highest Satisfaction score among products in Contact Center Quality Assurance. 97% of users rated it 4 or 5 stars, 91% of users believe it is headed in the right direction, and users said they would be likely to recommend Playvox at a rate of 95%.

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Aside from being highly recommended and favored by users, our software has been proven to improve ROI for businesses:

  • 36% of our customers achieve a return on their investment in less than six months.
  • 77% of our customers achieve a return on their investment within the first year.

While we excelled in many of the G2 categories, we want to highlight three in particular where we truly shined:

  • Best Usability 
  • Best Meets Requirements
  • Best Relationship

When it comes to Meeting Requirements, 95% of users noted that we provided everything they were looking for. The Best Meets Requirements Index includes Quality of support (97%), likelihood to recommend (95%), and ease of doing business with (95%). We know how important it is for software to meet the requirements of what a business is looking for. That's why we are a Quality Assurance partner to our customers. That means we are dedicated to meeting their every want and need. 

Our customers breathe a sigh of relief when it comes to Usability, with 94% of users highlighting our simple and straightforward software. Between our quality assurance automation, better training and onboarding, easy KPI tracking, and flexible scorecards, we like to think of ourselves as cruise control for customer service operations.

Last but certainly not least, we are most proud to share our 96% in Best Relationship. As customer service and experience continues to become more crucial, we owe it all to our happy customers who have helped us rank #1. At Playvox, we believe in the power of our values - they inform how we interact every single day with our customers. We don’t just say we are customer first, we mean it.

Of course, don’t just take our word for it. Read what our customers have to say.

“The best part is that it is a very organized platform, the tabs are a great addition so as to avoid clutter in a space. I love that it is very easy to navigate through once you get the hang of it. I especially love the Badges that are handed out by our managers. My favorite is the Unicorn Badge!”

Gica Gian P.

 

“As a customer support agent, getting ranking from Playvox really helped me improve my skills. It's also super simple to use. The insights provided are great and you can also communicate with your team. Absolutely love that there is a coaching section, as well as a weekly report card. This allows me to check my efficiency, performance, and how my TL believes I can improve on the project."
Darryl L.

Nico Bryan Nico Bryan

Nico Bryan is the Content Marketing Manager for Playvox. She runs on strong coffee, great literature, live music, and creative challenges.

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