evaluagentCX vs Playvox

How does evaluagentCX stack up against Playvox?

If you’re considering a switch following Playvox’s acquisition by NICE, take a look at the comparison below to see how evaluagentCX compares.

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

"I didn’t really get too much out of the demo with Playvox, 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

See how we compare

Unlike any other providers in our space, we’ve partnered with Deepgram to offer all our customers highly accurate transcription, free of charge.

Leverage interaction insights to automatically initiate relevant lessons and learning paths for agents, enhancing agent performance and proactively preventing any performance declines.

evaluagentCX provides robust reporting with deep insights into customer interactions. Benefit from analysis against pre-built and custom topics, AI summaries, and xNPS (expected Net Promoter Score) categorization, so you can find high-risk interactions right away.

Our autoQA goes beyond predictive scores derived from generic components like sentiment, empathy or spelling. It’s fully configurable, allowing for easy automation of existing manual scorecards. We understand the level of granularity you need for meaningful reporting, feedback, coaching, and training, and we empower you to achieve it.

Get support from our dedicated CX Specialists, and collaborate with our Professional Services teams to ensure your QA program is optimized and tailored to your needs. We can help you build line items and insight topics, and enhance your scorecards to align with your goals.

Empower your agents to take charge of their development. They’ll get real-time desktop access to results, feedback, coaching, actions, and training records, along with gamified recognition and rewards. There’s also seamless top-down communication features, keeping agents in the loop.

Built from day one to accommodate the more rigorous needs of larger operations, evaluagentCX helps you improve performance with minimal effort, while still keeping sufficient HR rigor.

We deliver and connect conversation intelligence to autoQA and automated agent improvement workflows, along with people-first features that support you in keeping your team highly engaged.

Our approach to incorporating, selling, and provisioning AI provides clients with unparalleled flexibility. Our packaging and pricing options cater to various budgets, and operational and technical maturities. Our platform and support model are designed to evolve alongside you as you progress on your AI and automation journey.

Experience evaluagentCX

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.