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Una herramienta para la gestión del trabajo en equipo
What do you like best about the product?
Lo que destaca de Playvox WFM es su capacidad integral para la gestión del trabajo en equipo. Su enfoque en la programación de agentes, el monitoreo en tiempo real y la gestión de desempeño permite una coordinación eficiente y un rendimiento optimizado. La herramienta brinda visibilidad y control, mejorando la productividad y la toma de decisiones. La generación de informes detallados proporciona insights valiosos para la mejora continua. La integración fluida de estas funciones en una plataforma centralizada simplifica la colaboración y optimiza la eficiencia del equipo, convirtiendo a Playvox WFM en una solución integral para la gestión laboral.
What do you dislike about the product?
Playvox WFM puede ser un poco complicado al principio y llevar tiempo para entenderlo bien. Configurarlo también puede ser un poco difícil. Además, algunas funciones más avanzadas están disponibles solo en la versión de pago, lo cual podría no ser ideal si tienes un presupuesto ajustado.
What problems is the product solving and how is that benefiting you?
Playvox WFM ha resuelto varios problemas en la gestión laboral. Ha mejorado la eficiencia al permitir una asignación más precisa de tareas y horarios, evitando conflictos y reduciendo tiempos muertos. Además, la capacidad de monitoreo en tiempo real ha mejorado la visibilidad del rendimiento del equipo, facilitando ajustes inmediatos. La generación de informes detallados proporciona insights valiosos para optimizar recursos y mejorar la productividad.
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Schedule Ease
What do you like best about the product?
Playvox WFM allows me to easily access & view my schedule directly in Zendesk, clearly outlining my day-to-day schedule. The integration directly into Zendesk makes for simple adherence.
What do you dislike about the product?
Occasionally, as the nature of customer service is unpredictable, I am unable to adhere perfectly to my schedule. It would be nice if there was a way in which I could slightly adjust my time, so as to not harm my score but ensure I am doing the work asked and required of me. I do also find the web version of this platform slightly more difficult to understand and experience issues requesting time off in the platform as well.
What problems is the product solving and how is that benefiting you?
Playvox provides me with a clear schedule ensuring I stick to the schedule set by my Manager. I enjoy the 5 minute reminders ensuring I stay on task, as it is easy to get distracted when assisting a customer.
Productivity Management for Team
What do you like best about the product?
Easily used by employees to log tasks and ensure productivity/time management.
What do you dislike about the product?
Creating a new team roster and scheduling coverage can be a time-consuming process. Having customizable shift templates are helpful to use however once these are saved they are not always applied correctly.
What problems is the product solving and how is that benefiting you?
Playvox WFM helps to manage productivity and time management for team that is a hybrid split of on-site and work from home.
Playvox for small teams
What do you like best about the product?
Creating schedules based on the historical ticket volumes received with out the need to be a trained work force manager. We also like the ability it has to forecast volume based on historical data.
What do you dislike about the product?
The main thing I dislike is the sheer volume of settings that you need to remember and set up. It needs to be more user friendly especially if the audioence is just a small contact center with no dedicated work force team.
What problems is the product solving and how is that benefiting you?
Plpayvox makes it easier for us to track agent occupancy. We can now clearly indicate in our KPIs our agent's utilization.
WFM a solução dos meus problemas.
What do you like best about the product?
A geração de escala e as visões de relatórios. Onde existe uma facilidade para os times que atuam no dia a dia da ferramenta. A visibilidade facilitada também é algo que facilitou muito.
What do you dislike about the product?
O Planner precisa de uma evolução muito importante, pois ainda é muito raso o detalhamento do resultados dos cenários construidos. Quando existem desvios no dia fica dificil tangibilizar os comportamentos vs o planejado.
What problems is the product solving and how is that benefiting you?
As horas produtivas dos meus times eram muito baixas, os consultores arrumavam desculpas pois não tinhamos bons controles. Após a implementação conseguimos chegar em nossa meta estipulada.
Excellent Sales and Support Team
What do you like best about the product?
The support team is accessible and reliable
What do you dislike about the product?
The Workforce Management product could use more options for larger organizations.
What problems is the product solving and how is that benefiting you?
Helping us with our scheduling and forecasting needs.
Great tool, difficult setup process
What do you like best about the product?
The number of features and tools available within Playvox is amazing. There are so many possibilities. Making the information readily available to employees makes a huge difference on performance.
What do you dislike about the product?
The setup process has been very long, difficult, and grueling. If you are not a tech expert and/or a WFM expert, do not venture into this alone. The implementation team really does try their best, but they seem to have limited knowledge of all the different integrations and setups.
What problems is the product solving and how is that benefiting you?
My team quickly grew from ~12 to ~70 in just a few short months. Tracking schedules using a spreadsheet was very simple with less than 15 employees, but as we added more team members and clients, it became nearly impossible. Having a tool that helps with forcasting and ensuring that there is adequate coverage makes it much easier to focus on other things.
Playvox allows easy data visualization for us to keep up with individual and team metrics.
What do you like best about the product?
I love being able to see the working modes of each team member.
What do you dislike about the product?
Some of the options are not very intuitive.
What problems is the product solving and how is that benefiting you?
Playvox solves my problem by improving scheduling accuracy.
Get incredible results for WFM!
What do you like best about the product?
As the primary workforce manager, I really liked the onboarding process with Playvox. My Onboarding Consultant Lisa, was super helpful in navigating the new system. Once we got everything connected and routed correctly, I enjoyed letting the WFM tool take the wheel for me. Instead of me spending countless hours looking at volume, Playvox was able to look at the information coming in, and then come up with a staffing plan for our team. My team is currently about 40 internal and 30 with a BPO.
What do you dislike about the product?
Unfortunately, the engineering team was located in Australia. Setting up a time to meet with someone from Engineering either day to be before or after working hours. If your team is based in East Coast hours, then you would have to wait till 7 or 8 PM ET to meet with someone from their engineering team. Therefore, if something goes down on the Playvox side, I would worry that their engineering team might take more time to reply.
What problems is the product solving and how is that benefiting you?
Occupancy was something that our team wanted to implement and with Playvox we could. Additionally, we wanted a system to do everything for us when it came to associate time off and ensuring accountability was had.
Playvox a wonderful useful and helpful tool!
What do you like best about the product?
I like the interface of the site, and its user-friendly and easy to use. I used several other WFM tools, and this is one of the best-looking sites. I like how easy it is to clone schedules and utilize the schedule task analysis future to calculate my agents' hours quickly and export to excel is awesome as well.
What do you dislike about the product?
Playvox has a couple of features that need to be worked on. This has been communicated to our Onboarding Specialist for further review, and overall I am excited to be using Playvox and look forward to future updates.
What problems is the product solving and how is that benefiting you?
Headcount of agents versus forecasted volume. Helping with schedule coverage and if we are experiencing any coverage needs or if we are staffed well for the day.
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