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I have used several different WFM systems throughout my career and Playvox has been one of the best.
What do you like best about the product?
For me, the most helpful feature is the leave/time off process. The way it is setup it makes it really easy to manage time off for our team and helps to ensure our team has flexibility while still protecting our service levels.
What do you dislike about the product?
My biggest pain point is some parts list the date in day/month/year format rather than month/day/year so it can sometimes get confusing.
What problems is the product solving and how is that benefiting you?
Playvox has helped us to streamline our time off process. It has also helped us to easily keep track of anomolies in our volumes and handle times. I really appreciate the functionality of being able to manually adjust the forecast based on outside issues/impacts.
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Good experience so far
What do you like best about the product?
Once we build up some history, we will be able to forecast for staffing, which we were never able to do before via a system.
What do you dislike about the product?
Playvox WFM doesn't allow all of our previous functions, so my management team has had to adjust how they manage our staff.
What problems is the product solving and how is that benefiting you?
It's rally not helping us "solve" anything, but it does have features to enable greater efficiency so the team is working smarter, not harder.
Playvox is an amazing tool with LOADS of customizability, but may be daunting to some.
What do you like best about the product?
There is essentially no limit to what you can do in playvox. We use Zendesk here and with a little work on our end to help remove any shadow of doubt from Playvox's identification protocol, it is the best WFM we have had.
What do you dislike about the product?
With all the bells and whistles that it does have, playvox misses the mark in some quality-of-life areas. Most notably saving views is not currently a feature which means curating your view weekly, daily, and/or monthly. Another thing worth noting is that agents cannot see how each other is doing and compare or measure themselves against their peers. This is more trivial but is a great motivator for some teams.
What problems is the product solving and how is that benefiting you?
Playvox ultimately solved the everlasting time sink that was manual scheduling. We would take hours curating a schedule just to have someone call off and ruin the whole thing or have a random influx of chats or phones that we were randomly scrambling to accommodate. With Playvox, it is as easy as removing and reoptimizing.
My Agyle Experience
What do you like best about the product?
What I like the most in Playvox WFM is the option to edit the schedule manually and automatically. The possibility of fixing dates when approving leaves or time-offs and the capability to show the rep's actual work summary for each day.
What do you dislike about the product?
I wouldn't say I like their option in making forecasts. Also, their sudden updates sometimes result in errors since we are not aware or informed beforehand so we could prepare or be mindful of the possible changes.
What problems is the product solving and how is that benefiting you?
Problems in tracking the representatives' work performance. The ability to get accurate historical data for headcount and shrinkage as well as the actual activities of all the representatives hourly and daily.
Worth exploring and easy to monitor and utilize.
What do you like best about the product?
The Work and Performance Summary are very helpful in checking the agents.
What do you dislike about the product?
The display of scores in the opening dashboard is the least feature I liked.
What problems is the product solving and how is that benefiting you?
The scheduled versus actual online agents as well as the conversations they are working on.
Time management plus Customer Management
What do you like best about the product?
Most helpful function of Playvox WFM is the Analysis tab which helps us forecast for the upcoming months and be prepared for Seasonal activities in our account.
What do you dislike about the product?
Only the interface. It looks like the interface of Playvox WFM is a bit old and maybe it can be upgraded in the future. I suggest using the window feature so that opening a page/link will open a new window that can maximize/minimize for better visibility.
What problems is the product solving and how is that benefiting you?
Forecast analysis is the one being checked every time we meet with Playvox WFM's Analysts. It's good that it's being checked so that we can make sure that the integration of Gladly and Playvox is working alright.
Convenient and easy to use
What do you like best about the product?
The convenience and easy-to-use platform.
What do you dislike about the product?
Nothing that I dislike. Everything is great.
What problems is the product solving and how is that benefiting you?
I enjoy the benefit of seeing the schedule of all of my team members easily.
Recommendations to others considering the product:
Super convenient!
Agyle Time - your digital punch clock!
What do you like best about the product?
Its very clear when logging in or out on your shift. But also if you needed to set yourself at other statuses having it clearly laid (by color) is great. Not to mention the reminders when you have another "event" about to happen.
What do you dislike about the product?
Sometimes it doesn't update as quickly as anticipated, but to be truthful, that could be a result of mgmt not updating the schedules within agyle in a timely manner.
What problems is the product solving and how is that benefiting you?
Its the tool used to help monitior KPIs and people's productivity. It also helps the agent (in my case) feel accountable on what they are working on, while also being transparent with others what tasks I'm currently focused on (trainings/meetings/emails etc...)
Very user friendly.
What do you like best about the product?
I like seeing my workday break down. It helps me be efficient.
What do you dislike about the product?
I wouldn't say I like military time being shown. Although I did get use to converting it over to EST.
What problems is the product solving and how is that benefiting you?
Because Agyle time helps break up my workday, it forces me to take breaks so that I can better throughout the night.
The tool is AWESOME!
What do you like best about the product?
The fact that it is super UI Friendly, and it's reliable. In addition to that, this is a great tool to check your staffing for a specific day so you won't miss anything when it comes to staffing and managing your team.
What do you dislike about the product?
None. This product should be mandatory for every company! :)
What problems is the product solving and how is that benefiting you?
There are usually issues wherein a specific agent should be doing a particular task. By using Playvox, we can monitor who the agent is, and we can reach out to them directly, which is SUPERB!
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