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Gorgias vs Playvox

Gorgias logo

Gorgias

Live Chat

E-commerce helpdesk built for Shopify

From
$10/month
Free plan
No
Full reviewWebsite
Playvox logo

Playvox

Customer Support

Contact centre quality management, coaching and workforce management, now sold by NiCE

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Gorgias no published pricing; customers must sign up or contact sales; Playvox niCE acquired Playvox in 2023 and also sells CXone above it, so at renewal you are negotiating with a vendor that has a commercial incentive to move you to the more expensive tier rather than invest in the one you bought.
  • They diverge on capability: Gorgias covers Omnichannel inbox, Playvox covers Quality management.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Gorgias and Playvox actually diverge.

Attributes where Gorgias and Playvox differ
AttributeGorgiasPlayvox
Starting price$10/monthOn request
Pricing modelusage-basedquote
PlatformsWeb, Ios, AndroidWeb
CategoryLive ChatCustomer Support
Founded2015Unknown

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Gorgias

  • Omnichannel inbox
  • Order management
  • Macros
  • Automation
  • Revenue tracking
  • Self-service
  • Shopify
  • BigCommerce

Only in Playvox

  • Quality management
  • Agent coaching
  • Workforce management
  • Performance management
  • Agent motivation
  • Helpdesk connectors
  • Interaction analytics

What people use each for

The jobs each tool is most often brought in to do.

Gorgias

  • Customer helpdesk automationnot Playvox
  • Omnichannel customer supportnot Playvox
  • AI-powered conversation resolutionnot Playvox

Playvox

  • A 200-agent support team on Zendesk that wants structured call and ticket scoring without moving to a full contact centre platformnot Gorgias
  • A CX operations group running chat, email and voice queues that needs one forecasting model across all three rather than a voice-only rota toolnot Gorgias
  • A BPO that must evidence quality scores per client and needs calibration workflows to prove reviewers score consistentlynot Gorgias
  • A support organisation with high first-year attrition that wants coaching assignments tied directly to the criteria an agent failednot Gorgias

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Gorgias

  • No published pricing; customers must sign up or contact sales
  • Ticket volume limits range from 50 to 5,000 per month depending on plan
  • Pricing model not transparent; described as scaling with volume

Playvox

  • NiCE acquired Playvox in 2023 and also sells CXone above it, so at renewal you are negotiating with a vendor that has a commercial incentive to move you to the more expensive tier rather than invest in the one you bought.
  • Playvox WFM carries a minimum agent commitment reported around 35 seats, so a team of 20 either pays for agents it does not have or cannot buy the module at all.
  • The suite is modular and priced modularly, so the quality, performance, coaching, WFM and analytics pieces each carry a line item and the advertised mid-market saving disappears once you licence three or four of them.
  • Forecasting was built around digital and omnichannel volume, and teams with complex voice requirements such as skills-based routing with heavy shrinkage rules routinely find the scheduling engine less precise than dedicated voice WFM tools.
  • Because it sits on top of another vendor helpdesk rather than owning the interaction data, scoring depends on connector fidelity, and when a source platform changes its API or its recording retention the scorecards go stale before anyone notices.

Pricing, plan by plan

Gorgias

$10/month
  • Starter$10/month
    • 50 tickets/month
    • 3 user seats
    • Email & social
  • Basic$60/month
    • 300 tickets/month
    • Unlimited users
    • Phone support
  • Pro$360/month
    • 2000 tickets/month
    • Advanced automation
    • Revenue statistics
  • Advanced$900/month
    • 5000 tickets/month
    • Dedicated CSM
    • Custom integrations

Playvox

On request
  • Playvox by NiCE Workforce Engagement Management$undefined/year
    • Quality management and scorecards
    • Coaching workflows
    • Performance dashboards

Which should you pick?

Choose Gorgias if

  • You need omnichannel inbox.
  • You work on Web, Ios, Android.
  • You also want order management.
Gorgias review

Choose Playvox if

  • You need quality management.
  • You also want agent coaching.
Playvox review

Questions people ask

Is Gorgias or Playvox better?
Neither clearly leads. Gorgias starts at $10/month and Playvox at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gorgias or Playvox?
Gorgias starts at $10/month and Playvox at On request.
Does Gorgias or Playvox run on more platforms?
Gorgias runs on Web, Ios, Android. Playvox runs on Web.
What is Gorgias best used for?
Gorgias is most often used for customer helpdesk automation, omnichannel customer support, ai-powered conversation resolution. Of those, customer helpdesk automation and omnichannel customer support are not what Playvox is typically brought in for.
What can Gorgias do that Playvox cannot?
Gorgias covers Omnichannel inbox, Order management, Macros, Automation. Playvox covers Quality management, Agent coaching, Workforce management, Performance management.

Answered from the vendors’ own pages

Gorgias: Does Gorgias publish pricing on their website?

Specific prices are not listed on the Gorgias pricing page; customers must sign up or contact sales for detailed pricing.

Source
Playvox: Is Playvox still sold as its own product?

Yes, as Playvox by NiCE. It is a distinct SKU beneath NiCE CXone, not a discontinued brand, but it is sold by NiCE sales rather than an independent company.

Gorgias: Is AI included on all Gorgias plans?

Yes, AI Agent is included on every plan and pricing is based only on conversations the AI resolves.

Source
Playvox: Do I need NiCE CXone to use it?

No. Playvox connects to Zendesk, Salesforce, Freshdesk, Genesys and others. Running it against a competitor platform is supported, though it is not where the vendor makes the most money.

Gorgias: Can I add Voice or SMS to any plan?

Yes, Voice and SMS can be added to any plan with pricing scaled by call and text volume.

Source
Playvox: What does it actually cost?

Nothing is published. Full-suite list pricing reported by buyers sits around 70 to 120 US dollars per agent per month, with WFM alone around 30 to 60, before volume discounting.

Gorgias: How does Gorgias price its helpdesk?

Helpdesk is not priced per agent; instead it scales from 50 to 5,000 tickets per month depending on plan selection.

Source
Playvox: Can a 15-agent team buy it?

Not realistically for WFM, which carries a minimum seat commitment. Quality management alone is more accessible but still sold on an annual quoted contract.

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