LiveVox
About LiveVox
LiveVox is a cloud-based contact center platform designed for small and medium businesses to automate customer support across channels, increase satisfaction rates and reduce churn. With its pre-integrated practical AI capabilities, it enables businesses offer 24/7 automated customer support across channels.
The platforms integrated technology suite has integrated CRM data, scripts, and knowledge bases for a better agent and customer experience. All interactions via various channels like Voice, Email, SMS, and Webchat are automatically linked into a thread to give a 360-degree view of all previous engagements. The automated scorecards, detailed feedback and targeted training and coaching programs help agents learn and improve. The AI capabilities can be integrated directly with Contact Manager or your existing database and let Virtual agents take care of the routine interactions while the human agents can focus on the most important interactions. Additionally, it enables you to track AI Virtual Agent activity, listen to call recordings, and score calls with Speech Analytics. And instead of coaching and training on a single agent-by-agent basis, managers can make instant changes to every AI Virtual Agent, at the same time, to optimize operations and improve the customer experience.
Images
Not sure about LiveVox?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
Five9
TCN
DVSAnalytics Workforce Optimization
Kenyt AI Agents
Reviews
Already have LiveVox?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Putting your call center in your own hands
Reviewed on 2020/06/23
We have been able to consolidate each of our off-shore teams into one large blended team. This has...
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
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
LiveVox Feedback
Reviewed on 2020/06/12
LiveVox has been an excellent partner allowing us to advance our business and reach record revenue.
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
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Livevox Review
Reviewed on 2020/08/10
We came from PBX technology and utilized outbound dialing only. We are now using inbound and...
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
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best call monitoring platform out there
Reviewed on 2024/05/24
Overall my experience has been great, i was using Encore before and this is a huge upgrade....
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
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Reliable & Compliant Dialing Service
Reviewed on 2020/05/22
Staying compliant in these Litigious times has put us at ease and really reduced stress for all of...
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.
LiveVox FAQs
Below are some frequently asked questions for LiveVox.Q. What type of pricing plans does LiveVox offer?
LiveVox offers the following pricing plans:
- Starting from: US$5,000.00/month
- Pricing model: Subscription
- Free Trial: Not Available
Q. Who are the typical users of LiveVox?
LiveVox has the following typical customers:
51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does LiveVox support?
LiveVox supports the following languages:
English
Q. Does LiveVox support mobile devices?
LiveVox supports the following devices:
Q. What other apps does LiveVox integrate with?
We do not have any information about what integrations LiveVox has
Q. What level of support does LiveVox offer?
LiveVox offers the following support options:
24/7 (Live rep), Chat
Related categories
See all software categories found for LiveVox.
IVR Software
