Product

About the Playvox Quality Management

Playvox Quality Management is a cloud-based solution designed to help contact centers evaluate, analyze, and improve the quality of their customer interactions and agent performance. It goes beyond traditional Quality Assurance (QA) to provide a comprehensive Quality Management (QM) system that allows businesses to prevent issues before they occur. Key features include customizable scorecards, automated interaction sampling, calibration tools for consistency across evaluators, agent coaching workflows, performance reporting, and dispute resolution capabilities. Playvox QM integrates with various CRM and CCaaS platforms to provide a holistic view of customer conversations across multiple channels (voice, chat, email, social). It aims to drive continuous improvement in customer experience and agent engagement through actionable insights and targeted coaching.