If you have a growing customer support team, you need a workforce management software you can rely on.

Playvox is a performance management tool that lets you track the quality of customer conversations across channels. It helps you forecast, plan, and create schedules. Here’s Playvox in a nutshell:

• A quality management module.
• Provides insights into planned vs. actual workforce staffing.
• Offers scheduling for multi-step interactions.
• Offers a dashboard for key performance indicators (KPIs).

However, there are some downsides to Playvox ⬇️

• Steep learning curve and complex setup.

• Inaccurate Full-Time Equivalent (FTE) calculation, impacting agent scheduling.
• Lack of timestamps indicating work duration in minutes or hours.
• Inaccurate trend charts.
• Clunky UI.
• Capacity Planner has limited functionality. 

Based on G2 reviews, Playvox has a complex platform. Users find it difficult to work with their ticket evaluation flow, find data, and adjust schedules. A few users feel that the navigation could be better, the menu bar more user-friendly, and tracking training could be more flexible.

Playvox’s UI isn’t user-friendly. The platform could have a more centralised area to track performance metrics and easy-to-understand graphs and charts.

So, what Playvox alternatives can help elevate your customer service? Let’s find out!

Top 10 Playvox alternatives 

Here is the list of the top 10 Playvox alternatives to consider in 2024.

1. Surfboard

Surfboard simplifies scheduling and managing shifts with its intuitive and user-friendly interface and advanced features. 

Surfboard provides seamless integrations with your existing systems at no extra cost. It connects with tools such as Zendesk, Intercom, Front, Twilio, and more. In short, Surfboard is your support team’s central hub of information.

With its integration with Slack, Surfboard keeps support teams connected throughout the day. It also sends reminders and notifications for schedule changes, allowing surfers to focus on assisting customers.

➡️Read more about Surfboard x Slack integration. 

Features

Here’s a detailed rundown of Surfboard’s advanced features. 

• Create compliant and accurate timesheets with clock in/out and overtime reporting, allowing surfers to easily record their time.

• Track behavioural trends to identify surfers needing extra training or support to reach their potential.
• Use round-robin scheduling for a fair distribution of shifts among team members. 

• Get accurate ticketing and staffing forecasts 12 weeks in advance to plan more efficiently.
• Use Surfboard’s intuitive shift pattern builder to easily create long, complex rotations like a 24/7 or Panama Shift pattern, or a simple Monday to Friday.
• Surfboard’s activity plans feature allows you to set rules for each channel and task, scheduling your team’s time according to your priorities and specific needs.

• Compare forecasted vs. actual data to get a real-time view of ongoing activities. 

• Every shift is tagged with time zones and locations for a complete overview of all your shifts across different geographies.
• Create coverage rules to meet the inflow patterns of your customers across different times, days and weeks.
• Gain insights into individual and team performance with Surfboard time-on-task, allowing for timely feedback and improved productivity.

Reviews

⭐Surfboard G2 ratings – 4.8/ 5

Source- G2

Case study

Using Surfboard, Butternut Box, a pet food subscription company, saved over 5 hours per week on schedule after moving from Assembled. 

Surfboard’s key features, including intraday scheduling, forecasting, channel-based staffing calculations, shift planning, and time off integrations, have enabled Butternut Box to optimise its team’s productivity and meet service level targets.

Read the full case study here. 

Pricing

💰20% cheaper with advanced features. 

Surfboard vs. Playvox

Here’s a detailed comparison of Surfboard vs. Playvox.

2. Assembled

Assembled helps CX teams track their performance. It also helps BPOs with workforce staffing, forecasting, and creating schedules. 

Features

• Offers dashboards to track KPIs.
• Offers forecasting, analytics, and scheduling features.
• Offers insights into team performance and customer support metrics.

Reviews 

Pricing

Lack of transparent pricing.

3. Injixo

Injixo is a cloud-based WFM platform designed for call centres, spotlighting capabilities like call volume prediction, agent scheduling, live monitoring, reporting, and more.

Features

• Shift scheduling
• Forecasting
• Activity tracking
• Real-time management

Reviews

Pricing

Starting $299/ month

4. Tymeshift

Tymeshift, now under the Zendesk umbrella, offers tools for customer service delivery. This platform offers scheduling, forecasting, and reporting capabilities with customer service. 

Features

• Team management
• Staffing forecast
• Scheduling

Reviews

Source- G2

Pricing

• Free plan
• Professional- $15 per user/month
• Enterprise-  $30 per user/month

5. When I Work

When I Work offers tools tailored to shift-based workplaces. The platform includes creating work schedules, tracking employee time, and helping with team communication. 

Features

• Scheduling
• Broadcast messaging
• Digital timesheets
• Track labour costs

Reviews

Source- G2  

Pricing

• Essentials- $2.50 / user
• Pro- $5 / user
• Premium- $8 / user

6. Deputy

Deputy offers solutions for staff scheduling, labour cost control, and timesheet simplification. The platform provides features such as team scheduling, demand planning, and compliance tools.

Features

• Employee scheduling 
• Collect & verify timesheets
• Automate complex pay calculations
• Payroll & POS integrations

Reviews

Pricing

• Scheduling- $3.50 per user/ month
• Time & Attendance- $3.50 per user/ month
• Premium- $4.90 per user/ month
• Enterprise- Custom pricing

7. TCP Humanity Scheduling

TCP Humanity Scheduling is an employee scheduling platform that helps with workforce management operations. The platform helps create shift schedules, manage time-offs, and handle payrolls. 

Features

• Attendance and time tracking.
• Automated reminders
• Shift scheduling
• Leave management.

Reviews

Pricing

Lack of pricing transparency.

8. Skello

Skello is a scheduling and management platform tailored for businesses in various industries. Skello’s features include payroll processing, tracking employee clock-ins and outs, and generating necessary documents. 

Features

• Schedule templates
• Google or iCal calendar integration
• Employee contract generation
• Track and share your documents

Reviews

Source- Capterra

Pricing

Lack of pricing transparency.

9. ZoomShift

ZoomShift provides a work scheduling and time-tracking solution designed to facilitate centralised management of scheduling, availability, time-off requests, and shift swaps.

Features

• Schedule templates
• Automatic reminder notifications
• Custom payroll report
• Shift planning

Reviews

Pricing

• Starter- $2 per user/month
• Premium- $4 per user/month
• Enterprise- Custom pricing

10. Staffomatic

Staffomatic offers a solution for workforce management. It helps with shift scheduling, absence management, and time tracking. 

Features

• Dashboards 
• Online time tracking
• Adjust shift plans

Reviews

Pricing

• Shift planner + Absences- € 200 per user /month
• Shift planner + Time tracking- € 200 per user /month
• Professional- € 400 per user /month
• Premium- € 600 per user /month

Try Surfboard, the best Playvox alternative

Playvox may not be a good fit for all businesses because it’s complex to set up, and its FTE calculation isn’t always accurate.

Luckily, there are other Playvox alternatives that might be just right for your business. If you want to switch from Playvox, the best option is Surfboard.

Surfboard’s advanced and comprehensive workforce management features can help you take your customer experience to the next level. 

➡️Want to know more on Surfboard vs. Playvox? Here’s a detailed comparison. 

Take the first step and book a demo to discover how Surfboard can help you meet your customer service goals.