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PlayVox for TELUS Business Connect
PlayVox for TELUS Business Connect
by Arcaris, Inc

Streamline your Quality Assurance program.

PlayVox for TELUS Business Connect

Spreadsheets are manual, time-consuming and inefficient. With PlayVox you can run your QA, Coaching, Training and Motivation programs in one centralized place.

Consistently improve your CX and CSAT by Identifying issues, quickly changing behaviors by coaching and training, motivating agents to do better and delivering Perfect Customer Interactions.

Features

  • Integrate seamlessly with RingCentral - bring all your TELUS Business Connect interactions to PlayVox within minutes. Filter and prioritize tickets according to your preferences.
  • Easily build and customize scorecards - Build new QA scorecards in minutes. Easily transition your current QA process with our friendly and flexible scorecard builder.
  • Make your QA process collaborative - During the QA review process give your agents real-time feedback and allow them to participate in the evaluation process with built-in collaboration and messaging.
  • Put your QA program on Autopilot - Automatically assign random customer interactions for QA review and keep track of your quality analysts’ productivity.
  • Generate detailed analytics for your entire service team - Generate data-driven reports to easily identify areas of improvement and empower your agents to take immediate actions upon this information.
  • Drive continuous agent improvement - Coach your agents to solve issues in specific service interactions; help them correct issues in CSAT, CX, compliance, and behaviour.
  • Measure the impact of your QA process - Connect data, measure and consolidate your agents’ KPIs and performance in one place.
  • Send targeted training to the right agents at the right time - Encourage agents to learn and refresh their knowledge with targeted content and quizzes with PlayVox's lightweight LMS.
  • Keep your agents engaged and motivated - Reward your agents with Karma points based on their performance. These points can then exchanged at our fully customizable Karma Store. Publicly recognize your agents with badges, based on their quality results and improvement. 

Why PlayVox?

  • Increase agent performance and productivity by keeping them motivated
  • Automate and save time in your quality assurance process
  • Train and coach agents by using continuous, real-time feedback
  • Keep track of agent and team improvement over time

Added Value

  • Multiple QA tools for the entire agent life-cycle: QA, Coaching, Learning, and Motivation.
  • No storage limit, as PlayVox accesses information on-demand.
  • PlayVox offers customer success and product training for all customers.
  • Integrations with over 9 different leading CRM and service software.
  • PlayVox automates the quality assurance process without leaving behind the personal factor. 

Original release date: 2018-02-23

Requirements

  • You must have an active PlayVox subscription

  • Supported browsers: Google Chrome, Mozilla Firefox and Internet Explorer