Playvox vs Surfboard
A side-by-side comparison of Playvox and Surfboard on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
1 of the 9 capabilities tracked on both differs.
| Measure | Playvox | Surfboard |
|---|---|---|
| Starts at | No longer sold | No longer sold |
| Included, where the other says no | 1 capability | 0 capabilities |
Capability by capability
1 of the 9 capabilities tracked on both products differs.
Ticketing
| Capability | Playvox | Surfboard |
|---|---|---|
| Shared inbox | NoNo inbox. Playvox sat behind the contact centre platform rather than handling contacts. | NoNo inbox. Surfboard read volume out of the ticketing and telephony systems and scheduled against it. |
| Ticket queues | NoNo ticket object of its own. | NoNo ticket object of its own. |
| SLA policies | Not published | IncludedPro and above, as SLA driven capacity planning: the forecast was built to hit a service level rather than to fill a rota. |
| Business hours | Not published | IncludedAll plans. Timezone management was listed in Scalers, which matters for the distributed support teams this was built for rather than for a single-site contact centre. |
AI resolution
| Capability | Playvox | Surfboard |
|---|---|---|
| Autonomous resolution agent | NoNothing customer-facing. The AI in AutoQA analysed conversations after the fact. | NoNothing customer-facing. |
Knowledge base
| Capability | Playvox | Surfboard |
|---|---|---|
| Public help center | NoNo knowledge base product. The Learning module delivered internal training courses, not customer-facing content. | NoNo knowledge base product. Surfboard ran its own product help centre, now offline with the domain. |
QA & workforce
| Capability | Playvox | Surfboard |
|---|---|---|
| Conversation QA scoring | IncludedQuality Management was the second of the two headline modules, sold as "integrated QA" for standardising service quality. | NoNo quality management at all, which separated Surfboard from Playvox and from the contact centre suites. It scheduled and forecast; it did not score conversations. |
| Automated QA coverage | IncludedSold as a distinct product rather than a feature of QM, and framed around sentiment rather than scoring: "Access customer sentiment insights to uncover issues." | Not published |
| Agent scorecards | IncludedThe Performance module: "Easy KPI tracking for the metrics that matter to your team." Coaching was separate again, pitched as real time and at the point of need. | Not published |
| Forecasting | IncludedThe core of the WFM module: "Intelligently forecast, schedule and monitor your workforce in real-time." A separate Capacity Planner was sold alongside it as an additional product. | IncludedPro and above for anything driven by real demand. The forecasting comparison lists unlimited ticketing platform integrations, forecast by custom channel or inbox, SLA driven capacity planning, forecast versus actuals comparison, manual forecast adjustments, custom shrinkage levels, concurrency calculations and scenario planning tools. |
| Scheduling | IncludedPart of the same WFM module, pitched at agent satisfaction rather than at supervisors: "Agent satisfaction just got a boost from simplified workforce management." | IncludedAll plans, and the deepest part of the product. Reusable shift plans, rotating patterns, automated round robins, time off in lieu, split shifts, compliance with contracted hours, draft and publish control, overtime scheduling, availability collection, shift swap and change requests, and break scheduling. |
| Adherence tracking | IncludedReal-time monitoring was named in the WFM description alongside forecasting and scheduling. | IncludedSplit by plan. Tracking agent adherence as time-on-task appears in the reporting comparison at the lower tiers; "Real-time adherence and productivity" and real-time management dashboards were Enterprise only. |
Reporting
| Capability | Playvox | Surfboard |
|---|---|---|
| Custom reports | Not published | IncludedPro and above for performance and schedule analytics. The reporting set covered shrinkage, coverage accuracy analysis, agent utilisation and productivity alongside adherence. |
| Raw data export | Not published | IncludedTimesheet exports on every plan including Scalers. Custom data exports on Enterprise only. |
Enterprise
| Capability | Playvox | Surfboard |
|---|---|---|
| SAML SSO | IncludedStated generically: "We support standard options to support single sign-on requirements." No provider list and no plan condition, which is consistent with a product that published no plans. | IncludedEnterprise only, described as "Enterprise grade security including SAML SSO" with no provider list. |
Developer
| Capability | Playvox | Surfboard |
|---|---|---|
| REST API | IncludedA public API existed and was promoted twice on the integrations page, both as a customisable onboarding route and for user management "from platforms of record and popular HR applications". No reference for it survives. | Not publishedNo API was advertised anywhere on the pricing page, and the archived captures reference no developer documentation. Unlike Playvox, which promoted a public API in writing, nothing here establishes that one existed. |
Both entries last checked Sep 9, 2026.
What Playvox costs
- Billing unit
No price was ever published - Free tier
Not published - Data export
Not published - Automation export
Not published
3 of 4 not published by Playvox, checked
What Surfboard costs
- Billing unit
No price published - Free tier
Not published - Data export
Self-serve - Automation export
Not published
2 of 4 not published by Surfboard, checked