Why choose Level AI over Playvox?
Playvox, designed for SMBs, caters to agent staffing and scheduling but falls short for telephony-focused contact centers. It lacks features related to QA & AI automation and faces user-reported bugs.
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How Level AI Compares To Playvox
Level AI captures & transcribes text and audio interactions across channels, including voice calls, chat, & email, enabling QA Managers to analyze 100% of conversations using AI.
Text-based channels onlyPlayvox records interactions only from text-based channels (email and chat), leaving a significant portion of customer interactions unrecorded.
Level AI deploys proprietary LLM technology to assess every conversation against your custom scorecard, scoring sub questions and criteria with near-human accuracy, backed by evidence from the conversations.
Limited to a one size fits all sentiment scorePlyvox Auto-QA is limited to sentiment scores that might, at best, help your organization sample which conversations to review manually and by no means will replace or accelerate any manual QA review.
Level AI uses cutting-edge semantic intelligence & generative AI to extract insights, automate conversation routing, and pre-train models to identify & tag key moments.
Yesteryear text analytics solutionPlayvox relies on 1st generation keyword-based technology, which requires constant maintenance and is inherently inaccurate.
Level AI’s AI advanced engine extracts insights from omnichannel contact data sources, empowering QA Managers to craft customized dashboards for comprehensive analytics.
Limited view of the contact center analyticsPlayvox offers limited customization, hindering QA Managers’ ability to tailor the dashboard to their specific needs.
Level AI’s Agent Coaching module allows contact center managers to analyze agent performance, identify gaps, set up action plans, select customer conversations for review, schedule coaching sessions, track progress, & more — all from one place.
Incomplete coaching modulePlayvox’s evaluation process lacks detailed evidence, making it challenging to pinpoint when and why agents need coaching
Level AI offers insights into the voice of the customer by combining CSAT/NPS, CRM, and AI-driven conversation intelligence through advanced AI technology.
Surface level insights onlyPlayvox doesn’t offer conversation analytics beyond basic word/phrase matches and silos contact center data from the business.
Level AI’s Generative AI driven AgentGPT significantly boosts accuracy & reduces AHT by empowering agents with real-time answers based on past conversations and knowledge bases.
Lack of support to agentsNo real-time knowledge and next-best action assistance to agents.
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Basic certification that limits your reach- AICPA SOC
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Frequently asked questions
Playvox serves as a lightweight solution mainly utilized for staff management, scheduling, and capacity planning. While it offers certain restricted quality assurance capabilities, these are confined to text-based channels and come with limited automation features.
Playvox QM allows you to capture customer interactions from text-based channels like email and chat support to analyze the conversations for quality analyses. However, due to its limited ability to capture text-based interaction, the tool leaves a significant portion of customer interaction unrecorded. Additionally, Playvox relies on first-generation keyword-based technology, demanding ongoing maintenance and inherently exhibiting inaccuracies.
Playvox pricing depends upon the product suite that customers are offering to choose. For eg – playvox workforce management has different pricing compared to playvox QA. Playvox WFM requires a minimum seat of 35 agents with a cost of $35 per agent and $25 per agent for gamification. In addition to that, there is one-time onboarding fees of $5000.
Playvox is a lightweight solution serving small to medium size contact centers
It depends on your CRM tool. Playvox is designed to integrate with popular CRM and contact center platforms.
The Competitive arena of Playvox has a diverse set of Contenders.
Newer entrants such as
Other vendors from a 2013 vintage:
In the league of older vendors:
- Uniphore, a Conversational Service Automation software that relies on age-old word cloud-based technology for business insights
- CallMiner
With the rise and power of generative AI and Large Language Models, when choosing a conversation intelligence, contact center performance management, agent assist or quality assurance monitoring platform your #1 criteria to look for is the quality of underlying AI since this is the engine that will provide the automation and effectiveness of the solution. Want to learn more contact center AI, and what makes for good AI? Download this great resource: “How to evaluate AI for your contact center.”
