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About LiveVox
LiveVox (Nasdaq: LVOX) is a powerful, next generation contact center platform that powers more than 14 billion interactions a year. They seamlessly integrate omnichannel communications, CRM, AI, and WFO capabilities to deliver exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. At the foundation of it all is their embedded CRM - one central hub for all of customer data and interaction history which enables agents to facilitate personalized two-way conversations through a single agent desktop. Customer account information and full interaction history are presented in one view, enabling seamless customer messaging from one channel to another. And, with their pre-integrated practical AI capabilities, it's simple to offer 24/7 automated customer support across channels. LiveVox’s platform allows companies to augment live agents plus generate powerful analytics through their WFO suite enabling a dynamic 360-degree view of everything happening inside your contact center helping to improve both performance and compliance.
LiveVox pricing
LiveVox does not have a free version. LiveVox paid version starts at US$5,000.00/month.
Starting Price:
US$5,000.00/month
Free Version:
No
Free trial:
No
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LiveVox Reviews
Feature rating
5 reviews of 32
View all reviews
William
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 23/6/2020
Putting your call center in your own hands
We have been able to consolidate each of our off-shore teams into one large blended team. This has provided tremendous benefits in terms of efficiencies as well as visibility to the overall operations of the Call Center.
Pros
Ever had a piece of software that you barely knew how to use and relied completely on support and professional service fees to make any changes or updates? That is NOT LiveVox. By providing an easy to use interface and opening up almost all features of the system directly to the user, you truly are in control of your own call center.
Cons
Due to the innovative nature of LiveVox some of the new products start a bit "bare bones" but after a few short iterations and feedback from customers they quickly improve and integrate into the existing suite of products.
Jeff
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 12/6/2020
LiveVox Feedback
LiveVox has been an excellent partner allowing us to advance our business and reach record revenue.
Pros
LiveVox is an excellent partner and offers great support and feedback on how best to leverage their software. The software is constantly upgraded and new features are added, making it an industry leading solution.
Cons
The software should allow for more ad-hoc, dynamic changes to call selection criteria. Also, allowing customer more access and control over changes within the system.
Robin
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
2
4
Reviewed on 10/8/2020
Livevox Review
We came from PBX technology and utilized outbound dialing only. We are now using inbound and outbound dialing. We use secure payment capture and are screen capture (new) - wish that functionality was live (would be great for training to see what our reps are doing during a call), we are building out IVR, and are considering your text solution, as well as surveys, as well.
Pros
Multiple dialing options including Blaster, RPC, QC & HCI, Preview services.
Cons
Customer Support Team is a very convoluted process. We struggle with the multiple emails and slow process to get questions answered. They push a lot to self service and do not even offer an answer most times to the question at hand. If it wasn't for our Mid-level Market manager, I do not think we would stay as long as we have with Livevox. Great work, [SENSITIVE CONTENT HIDDEN]. There does not seems to be too many subject matter experts that are willing to spend time to assist. I would say [SENSITIVE CONTENT HIDDEN] is an example of the opposite of that and is wonderful also to work with.
Alternatives Considered
Five9Reasons for Choosing LiveVox
Cloud based/DR/More options for dialing methods.Reasons for Switching to LiveVox
The contract was in place and outbound dialing was being utilized and we were granted a new resource [SENSITIVE CONTENT HIDDEN] to assist.
Modesto
- Industry: Leisure, Travel & Tourism
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 24/5/2024
Best call monitoring platform out there
Overall my experience has been great, i was using Encore before and this is a huge upgrade. Everything about LiveVox is 100 times better, from pulling up data to quickly editing scorecards and filtering calls, LiveVox is a great product.
Pros
There are a lot of things to like about the software, one of my favorite features is being able to distinguish between the member and the agent's audio, this is very useful when listening to calls. The option to hear the member's channel during hold is a great feature which helps uncover any negative sentiments the member might have which might not be brought up when speaking with the agent. I like how the call is loaded completely so you don't have to worry about the call buffering if you lose internet connection.
Cons
The only thing I don't like about LiveVox is that it lacks the ability to record video, other than that it is a great product.
Brandon
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
3
4
Reviewed on 7/8/2020
Glad to Partner with LiveVox
We've been a partner with LiveVox for several years now. While issues are expected from time to time with any solution, LiveVox is responsive and makes sure that our concerns are addressed. They listen to our suggestions to improve their product and work those suggestions into their product roadmap where it makes sense.
Pros
LiveVox's HCI cloud solution is indispensable for organizations concerned with TCPA Compliance. The software is easily scale-able as our organization grows and they were very proactive to assist clients with Work from Home solutions when Covid hit.
LiveVox is always looking to add features based on the recommendations of their clients and looking to create value with their software.
Cons
Organizations with advanced users will enjoy the flexibility of LiveVox's call flow design tools. However, some organizations will prefer the plug-and-play nature of some of their competitors' products.
