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 Customers' Reviews
Level AI Customers' Outcomes
QA Auditors
5x faster QA evaluations means more time for agent coaching.
Agents
30% decrease in Agent Churn
Contact Center Leaders
20% increase in contact center efficiency
Business Leaders
100% visibility into VoC insights
How Level AI Compares to Playvox
Omni-channel
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
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
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
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
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
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
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
Among the most secure software solutions
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
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
TRUSTED BY CUSTOMER SERVICE LEADERS ACROSS THE WORLD
Learn more about Level AI
Take your first step in boosting your contact center performance by scheduling a Level AI demo.
FAQs
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:
- 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.”
Get in touch with us today and experience the Level AI advantage.
