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.

Explore the #1Playvox alternative today!

Playvox vs. Level AI Software Comparison

Playvox Customers' Reviews

Level AI Customers' Outcomes

QA Auditors

5x faster QA evaluations means more time for agent coaching.


30% decrease in Agent Churn

25% increase in CSAT score.
Contact Center Leaders

20% increase in contact center efficiency

Business Leaders

100% visibility into VoC insights

How Level AI Compares to Playvox

Level AI


Level AI
Omnichannel (incl. voice)

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 only

Playvox records interactions only from text-based channels (email and chat), leaving a significant portion of customer interactions unrecorded.

Auto QA

Level AI
Near-human accuracy auto- scoring of your organization’s entire scorecards

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 score

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.

Generative AI and Natural Language Understanding

Level AI
State-of-the-art AI technology

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 solution

Playvox relies on 1st generation keyword-based technology, which requires constant maintenance and is inherently inaccurate.

Conversation Analytics

Level AI
Empowering Holistic Analysis with Custom Dashboards

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 analytics

Playvox offers limited customization, hindering QA Managers’ ability to tailor the dashboard to their specific needs.

Agent Coaching and Performance

Level AI
AI-drive coaching dashboard with agent-specific personalization

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 module

Playvox’s evaluation process lacks detailed evidence, making it challenging to pinpoint when and why agents need coaching

Insights for Your Product, Business Teams

Level AI
Interpret intent and context of conversations to decode customer's voice

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 only

Playvox doesn’t offer conversation analytics beyond basic word/phrase matches and silos contact center data from the business.

Agent Support/Assist

Level AI
The most reliable co-pilot to agents

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 agents

No real-time knowledge and next best action assistance to agents.

Security & Compliance

Level AI
Among the most secure software solutions
pci compliance level ai
Basic certification that limits your reach

What are customers saying about Level AI?

Level AI's semantic-based system is unique. We are getting a minimum of 82% accuracy from Level AI semantic tags. Overall 2x better than anything we have tested.

Chris Lewis

Contact Center Product Manager

We want to be able to do analytics for product, ops and contact center teams while supporting customer service. Level AI's intent based system + omnichannel is unique.

David Demarco

VP Delivery and Business Systems

Carta FinTech - Level AI Contact Center Software

Level AI helps us solve quality assurance, product management, and customer service pain points. As we scale, cannot imagine the business without Level AI.

Yuliya Ordova

Senior Director, CS Strategy



Learn more about Level AI

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Take your first step in boosting your contact center performance by scheduling a Level AI demo.


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:

  • Tethr
  • MaestroQA, a call center quality assurance company that is still figuring out its AI strategy

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.

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