5x faster QA evaluations means more time for agent coaching.
30% decrease in Agent Churn
20% increase in contact center efficiency
100% visibility into VoC insights
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.
Playvox 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.
Plyvox 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.
Playvox 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.
Playvox 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.
Playvox’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.
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.
No real-time knowledge and next best action assistance to agents.
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.
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:
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.”