About LiveVox
LiveVox pricing
LiveVox does not have a free version. LiveVox paid version starts at US$5,000.00/month.
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- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.- Industry: Leisure, Travel & Tourism
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Reliable & Compliant Dialing Service
Staying compliant in these Litigious times has put us at ease and really reduced stress for all of my crew. I believe they have the ability to be the #1 dialing solution for the collection industry.
Pros
Clicker Agent feature keeps us compliant and lawsuit free. LV has a group of forward thinkers and appear to come up with quick and easy solutions for text and e-mail. They are very dependable, do not go down as previous dialing solutions have.
Cons
Customer service is over seas and very difficult to deal with. LV also has something called Leg minutes which should be included in the minimum requirement of minutes however they are separated for some reason.
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Livevox Review
We've seen increased productivity using Livevox
Pros
The product is easy to use, makes it easy to ensure business needs are taken care of.
Cons
I feature I would like to see added would be the ability to modify multiple campiagns at one time.
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Good solution in need of maturity
A bumpy road overall, better communication and focus as they went public and good customer relations, not a great help desk so be prepared for pains
Pros
their aim is to provide solutions for all elements of communication which is a good aim for the company
Cons
While providing all elements the issue of being "best in class" vs "barely servicable" is a concern
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Easy to use CRM Platform
It has all in one system, easy reporting and does allow to put stats and reports very convinently
Pros
Livevox CRM is very easy to use and its nicely customizatable product.
Cons
Its a great product and i dont find anything that i dislike.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Pretty Good Software for Contact Centers!
So far so good, its a really great product with Pros and Cons.
Pros
Its a really user friendly, fast and easy to implement. Excellent Dashboard and very intuitive.
Cons
Needs to improve Reports to to better fit with the BPO industry, could be better in RTR.
- Industry: Consumer Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
LiveVox regular user view
Although I was not fully dedicated to campaigns using this software, even for me it is easy to create and pull reports
Pros
Software very intuitive with great reporting and call management systems
Cons
Nothing to complaint about, just need to where to click on to itemize reports you need to pull
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
LiveVox is the Best Solution
Overall experience very postitive. We are very happy with this solutionand have noticed a marked increase in efficiency and productivity.
Pros
This software has had a huge positive impact on our overall productivity and efficiency. Extremely user-friendly and would recommend to anyone.
Cons
No complaints at all. Great layout and interface is very intuitive.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Happy
Great
Pros
its easy to use, also i love the fact that i can pull any reports with solid data. Listening to calls is easy to navigate.
Cons
I have not experencied anfy issues with livevox. my agents love it
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Great reporting/integration w/ WFM
Pros
The easy access the software provided to keep up with indiviual users along with call recording/monitoring.
Cons
Not applicable (Overall great software, no negatives)
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Easy to use
i have no problems. very efficient to use
Pros
The system is super easy to navigate. when it comes to pulling stats its very efficient
Cons
I wouldnt change anything. the system is easy to use
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Makes my life easier
Pros
It is user friendly and easy to train new staff. All reporting right are your finger tips. Great product!
Cons
No issues at all. This product is awesome!
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
I love it!
it's easy, no issues with it.
Pros
Everything is good, no issues, self explanatory.
Cons
No problems, i did not have any issues with it.
- Industry: Real Estate
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Call Management tool
Overall, great product for call centers.
Pros
I like the auto dialer, manual dialing, and loading of number to dialer.
Cons
Sometimes, there are errors and technical difficulties.
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Intuitive platform to enhance outbound campaigns
Overall, we have had nothing but a positive experience with LiveVox. Their customer service and support staff are top-notch. In our line of business, we have to be nimble enough to take on new clients and execute on projects in short fashion. LiveVox has provided us with all of the tools we need to accomplish this.
Pros
Ease of use. All deliverables for our most recent project were met ahead of schedule due to the majority of set up being within the platform. I was able to easily set up the import process and format lead files without the need of internal resources. Tertiary data files could be uploaded in to one platform and segmentation of phone numbers was seamless. Robust out-of-the-box reporting with little need to create additional reports.
Cons
There is added functionality outside of the base package which requires an upgraded platform which incurs additional cost.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Livevox Review
Overall, Livevox works amazing. Easy to analyze and to work with throughout training.
Pros
I like the fact that is very easy to analyze.
Cons
Nothing really, it all seems to work great.
- Industry: Outsourcing/Offshoring
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Flexibility to build as per business need
Livevox is a user friendly tool and has good transperancy
Pros
In an Outbound environment, I believe HQM module that is built is something which has been able to drive usage and enhance productivity through efficiency improvement plan. Screen capture i.e., UCRM is another feature which adds up further value and not Speech IQ demo. thanks
Cons
Screen capture capability not available for non voice environment
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Future of Debt Collections
Our overall experience with LiveVox has been great. We currently utilize their Dialer, HCI and Email technology, soon Text and Chat.
Pros
The technology aspect which allows for TCPA compliance , but at a fast pace. The other main factor is the multi-channel functionality which also allows queue/proficiency routing.
Cons
Some of the Admin/Manager monitoring tools aren't flexible when it comes to monitoring specific groups of agents and/or specific time in states like Ready or On Call.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
livevox is very helpful to do my job
Pros
It's very helpful with cx information n postioning each calls
Cons
when it is moving very slow and freezing up
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
My Review?
Pros
For someone who is relatively new to the administrative side of call centers it's easy to start with and learn on. The templates and automatic requeues definitely help streamline things.
Cons
nothing :) at all. really nothing. can't think of anything
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Review for Livevox
Pros
Hard choice to only choose one thing when all the features are great. We implemented Livevox here about 3-4 years ago and everything from the start and til now have been great.
Cons
just learning the pacing for different clients and we have gotten the hang of it.
- Industry: Banking
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
LiveVox Review
I am overall please with LV, the portal and their management. Support is probably less than optimal when it comes to knowing our system/portal before troubleshooting. Knowing the customer would help or having a small group of LV FNBO support specialist would help expedite issues when cases are opened.
Pros
The software has increased our productivity, given us insight into what our collectors are doing every minute of the day, live time and post production.
Cons
several applications outside the core platform give us issues on occasion. I trust we will get past these and moving all onto the platform will put us in a better position.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Great product spotty customer service
The product works good but if you are having any problems with it don't expect to get a solution for the help desk.
Pros
The product itself works well, we utilize it for calling campaigns and use the HCI function almost exclusively.
Cons
The customer service we have received has been some of the worst customer service I've ever experienced in the industry. The actually help desk is terrible.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Quality product
Pros
You can make calls over the internet, call quality and recording quality is very clear. Tons of reports to monitor reps
Cons
Checking voicemails can be a little slow.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
Livevox Perfect for QA
The overall experience with livevox has been amazing.
Pros
Livevox help me find calls to monitors with no trouble.
Cons
At the moment there's nothing i can think of.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
Makes my life easier
amazing
Pros
how easy it is to use and how easy it is to read
Cons
that sometimes it takes forever to load
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Review Source
Best value, better user interface than any I've seen!
If your not using LiveVox, your wasting your time, money and manpower. No other dialer compares.
Pros
I've used alot of dialers over the years and this one is by far the best there is. Predictive dialing keeps our agenst on the phone with more productive talk time for our payroll hours. Our agents make 3x more calls than by hand dialing alone.
Many state regulations require us to record all calls, both incoming and outgoing. LiveVox offers a blended call environment and records all calls which go through. They even provide a downloadable MP3 of each call and an excel file for proper databasing of call information.
Lets not mention the outstanding reporting capabilities. You'd have to use it to believe it!
Cons
Must hit monthly minimum
For the record, our call center makes 20,000 calls a day and have no problems hitting the low monthly minimum. But I couldn't think of any actual cons.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Great for Emails and Easy to Use
Great vendor to partner with!
Pros
I like how easy it is to make mass emails look like they were typed up personally. Using the "insert personalization" is very easy and makes the emails much better.
Cons
I wish I could add admins myself. LiveVox adds them almost instantly upon request but I would still like to add them myself.