Playvox by NiCE Overview

Playvox leverages AI-infused solutions to enhance contact center operations, offering a specialized Workforce Engagement Management platform. This software is crafted for top customer service teams, focusing on optimizing workforce efficiency and engagement. By integrating advanced AI capabilities, Playvox supports contact centers in delivering exceptional customer experiences. The platform is tailored to address the specific needs of contact centers, providing tools for performance tracking, quality assurance, and employee engagement. This strategic approach positions Playvox as a leader in the contact center software industry, driving ROI through improved service delivery and operational efficiency.

Use Cases

Customers recommend Coaching, Communication Management, Engagement Management, as the business use cases that they have been most satisfied with while using Playvox by NiCE.

Other use cases:

  • Helpdesk Management
  • Customer Feedback Management
  • Training & Onboarding
  • Lead Management
  • Performance Management
  • Social Media Analytics
  • Collaboration
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Business Priorities

Enhance Customer Relationships and Improve Efficiency are the most popular business priorities that customers and associates have achieved using Playvox by NiCE.

Other priorities:

  • Improve Internal Communications
  • Increase Sales & Revenue
  • Grow Market Share
  • Improve ROI
See all business priorities See less business priorities

Playvox by NiCE Use-Cases and Business Priorities: Customer Satisfaction Data

Playvox by NiCE works with different mediums / channels such as Phone Calls. E-Mail. Chat etc.

Playvox by NiCE's features include Gamification, Ticketing, Rewards, etc. and Playvox by NiCE support capabilities include Chat Support, Phone Support, 24/7 Support, etc. also Playvox by NiCE analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Being able to review all the details of the customer interaction in one place...." Peer review by Tonya K, Customer Experience Manager

Playvox by NiCE, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Playvox provides cloud-native, digital-first customer service solutions for contact centers. Services include Quality Management and Workforce Management.

Popular Business Setting

for Playvox by NiCE

Top Industries

  • Internet
  • Information Technology and Services
  • Non-Profit Organization Management

Popular in

  • Mid Market
  • Enterprise
  • Small Business

Playvox by NiCE is popular in Internet, Information Technology And Services, and Non-Profit Organization Management and is widely used by Mid Market, Enterprise, and Small Business.

Playvox by NiCE Customer wins, Customer success stories, Case studies

How can Playvox by NiCE optimize your Coaching Workflow?

What benefits does Playvox by NiCE offer for Communication Management?

What solutions does Playvox by NiCE provide for Engagement Management?

How can Playvox by NiCE optimize your Helpdesk Management Workflow?

How can Playvox by NiCE optimize your Customer Feedback Management Workflow?

11 buyers and buying teams have used Cuspera to assess how well Playvox by NiCE solved their Contact Center Software needs. Cuspera uses 564 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

 

Staysure Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone Mpower - Business Wire

Staysure, a leading UK travel insurer, has selected NICEs CXone Mpower platform to modernize its customer service operations. The AI-powered solution will unify digital and voice channels, including ...WhatsApp, SMS, and chat, and provide real-time support for agents through Copilot and Expert features. This deployment aims to deliver seamless, personalized insurance experiences and accelerate Staysures digital transformation.

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H&R Block Transforms Into Digital-First, AI-Powered Customer Care Organization with NiCE CXone Mpower - Business Wire

H&R Block has transformed its customer service operations by deploying NICE CXone Mpower, shifting from traditional call centers to a digital-first, AI-powered support model. The rapid migration enab...led scalable, automated customer care, handling over 5 million calls in four months. Leveraging AI-driven features like Autopilot and coaching, H&R Block achieved seven-figure cost savings, improved agent performance, and higher customer satisfaction.

Read on →

County of San Diego - Government Administration

NiCE CXone Mpower helped the County of San Diego improve emergency response and customer service. After a major flood, the county used CXone Mpower to quickly set up new IVR prompts and queues for di...saster relief. The platform enabled remote work, real-time reporting, and SMS reminders for callbacks. In three weeks, the county handled over 10,000 calls and processed 6,000 aid applications, distributing $5.7 million. Missed callbacks dropped by 40%, abandonment rates fell 10%, and wait times went from two minutes to almost zero.

Read on →

e-regio - Utilities

CXone Mpower helped e-regio modernize its service operations. The company replaced manual processes with a digital-first platform. Agent performance, service levels, and cost control improved. e-regi...o now manages schedules and workflows more easily. The company is ready to expand AI use with a new customer portal. CXone Mpower gives e-regio better control and transparency in customer service.

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Maps Credit Union - Financial Services

NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction Recording, and other NICE tools. This improved call handling, redu...ced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.

Read on →

ECSI - Financial Services

ECSI used NiCE Enlighten Autopilot to improve efficiency in financial services for higher education. The platform helped ECSI engage with customers who wanted self-service. This led to a better live ...agent contact experience. ECSI aimed to boost service standards and streamline operations. The testimonial highlights improved customer engagement and efficiency.

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Frequently Asked Questions(FAQ)

for Playvox by NiCE

What is Playvox by NiCE used for?

Playvox by NiCE is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Improve Efficiency by Coaching, Communication Management and Engagement Management .

What are the top features of Playvox by NiCE?

Gamification, Ticketing and Rewards are some of the top features of Playvox by NiCE.

Who uses Playvox by NiCE?

Playvox by NiCE is used by Internet, Information Technology And Services and Non-Profit Organization Management among other industries.

What are Playvox by NiCE alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for Playvox by NiCE.

Where is Playvox by NiCE located?

Playvox by NiCE is headquartered at 221 River St, Hoboken, New Jersey 07030, US.
lightning

Peers used Playvox by NiCE for coaching and communication management

Playvox by NiCE Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Analytics

4.33/5 ★

Read Reviews (20)
Custom Reports

3.47/5 ★

Read Reviews (56)
CAPABILITIES RATINGS AND REVIEWS
Analytics

4.33/5 ★

Read Reviews (20)
Custom Reports

3.47/5 ★

Read Reviews (56)

Software Failure Risk Guidance

?

for Playvox by NiCE

Overall Risk Meter

Low Medium High

Top Failure Risks for Playvox by NiCE

NICE Ltd. News

Awards

NiCE Named a Leader in IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025 - Markets Financial Content

NiCE has been recognized as a Leader in the IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025. The recognition highlights NiCE's CX AI platform, CXone Mpower, known for its multi-lingual Gen AI-powered omni-channel capabilities and customer journey orchestration. This platform is particularly suited for regulated industries and large organizations seeking secure, AI-driven customer experience solutions.

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Partnership

NiCE and IGT Solutions Accelerate AI-First CX Transformation for Global Brands with CXone Mpower - Markets Financial Content

NiCE and IGT Solutions have partnered to enhance AI-driven customer experience (CX) for global brands using NiCE's CXone Mpower platform. This collaboration aims to accelerate the transformation of customer service operations by integrating advanced AI capabilities.

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Executive

NiCE Appoints Arun Chandra as Chief Operating Officer to Lead Newly ...

NiCE has appointed Arun Chandra as Chief Operating Officer to lead its newly formed Global Customer Operations division. Chandra, a former executive at Disney, Meta, and HPE, will drive operational excellence and support NiCE's AI-first customer experience strategy. He will report to CEO Scott Russell and join the Executive Leadership Team.

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Financial

NiCE Reports 13% Year-Over-Year Cloud Revenue Growth for the Third ...

NiCE reported a 13% year-over-year increase in cloud revenue for Q3 2025, reaching $562.9 million. The company also completed the acquisition of Cognigy, enhancing its AI capabilities. AI ARR grew by 49% year-over-year. NiCE raised its full-year 2025 revenue guidance, reflecting strong performance in its AI-first strategy and CX AI business.

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NICE Ltd. Profile

Company Name

NICE Ltd.

Company Website

https://www.nice.com/

HQ Location

221 River St, Hoboken, New Jersey 07030, US

Employees

5001-10000

Social

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Financials

IPO