Playvox Integration for Zendesk Support

QA, performance management, coaching/learning and CS team motivation in real-time.


Extend capabilities of Zendesk Support with this automated & centralized AGENT OPTIMIZATION SUITE consisting of quality assurance, performance management, coaching, learning & agent motivation tools, seamlessly integrated into Zendesk. With Playvox & Zendesk Support, you will empower agents, team leaders, QA analysts, & managers with the tools & real-time intelligence needed to radically improve your customer service & revenue generation capabilities.

The Playvox-Zendesk Support integration helps teams gain total control over their quality operations, measure their KPIs & see exactly what's happening in real-time.

  • Monitor service quality in the easiest way possible:

    • Filter the most important support tickets
    • Create quality scorecards in minutes
    • Evaluate customer Interactions
    • Instantly uncover CS problems
    • Generate reports based on evaluation results
    • Calibrate quality analysts
  • Solve issues on the spot with all KPIs in one place:

    • Easily measure where your team stand & identify the KPIs they need to improve on
    • Solve issues in NPS, AHT, CSAT, soft skills, among others
    • Create dashboards for teams to view, customize objectives & keep track of their progress
  • Drive continuous agent improvement:

    • Tailor coaching templates to identified needs, recurring CS problems & team issues
    • Give agents real-time feedback
    • View team's progress over specific periods of time & identify the effectiveness of each coaching session
  • Send targeted training:

    • Provide CS teams with all the educational information they need & allow them to take lessons in the learning topics they want to improve on
    • Easily create personalized training courses & quizzes for agents to pinpoint & improve their skill sets
  • Recognize & reward your team based on their results

    • ‍Build real time collaboration around CS teams to keep all stakeholders actively engaged in the QA process
    • Customize the online store with rewards & gift cards for team members to exchange based on their results
    • Exchange ideas with all team members in the community wall, ask questions & share relevant information.

Customers using the Playvox-Zendesk Support integration say:

BROWSERSTACK: 'Playvox has been a game-changer for us ever since we onboarded it as a QA tool for support interactions almost two years ago,' said Prasun Choudhury, Director Global Customer Support & InfoSec Support at BrowserStack. 'Quality' forms the basis of everything we do. Our 98% CSAT is a testimony.'

PLESK: 'The integration with Zendesk has reduced our QA process time, as Playvox allows us to create specific filters & to easily evaluate interactions based on those filters,' said Alexey Krasnichenko, Quality Assurance Manager for Plesk.

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