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
Text-based channels onlyLimited to a one size fits all sentiment scoreYesteryear text analytics solutionLimited view of the contact center analyticsIncomplete coaching moduleSurface level insights onlyLack of support to agentsBasic certification that limits your reachWhat Are Customers Saying About Level AI?
The results with Level AI
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.”
