LiveVox

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.

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.

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

Reasons for Choosing LiveVox

Reasons for Switching to LiveVox

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.

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.

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.

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

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.

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.

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

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.

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.

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

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)

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

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!

Pros

Everything is good, no issues, self explanatory.

Cons

No problems, i did not have any issues with it.

Pros

I like the auto dialer, manual dialing, and loading of number to dialer.

Cons

Sometimes, there are errors and technical difficulties.

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.

Pros

I like the fact that is very easy to analyze.

Cons

Nothing really, it all seems to work great.

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

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.

Pros

It's very helpful with cx information n postioning each calls

Cons

when it is moving very slow and freezing up

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

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.

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.

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.

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.

Pros

Livevox help me find calls to monitors with no trouble.

Cons

At the moment there's nothing i can think of.

Pros

how easy it is to use and how easy it is to read

Cons

that sometimes it takes forever to load

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.

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.