4.6
Overall rating
Reviews

4.6
Overall rating
Reviews

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 Software - Purpose-built specifically for contact centers, LiveVox’s full CCaaS suite integrates Omnichannel, WFO, Analytics and AI into a powerful command center that gives you complete control over contact center performance.
LiveVox Software - LiveVox’s IVR solution combines industry-leading IVR technologies with unified customer data from an omnichannel CRM—all powered by AI processes that deliver a more conversational experience and more intelligent workflows.
LiveVox Software - LiveVox easily incorporates a low-code, no-code AI Virtual Agent that increases efficiency, creates a better CX, and enhances live agent interactions without replacing existing systems.
LiveVox Software - LiveVox Agent Desktop with Ticketing Dashboard
LiveVox Software - LiveVox Agent Desktop with Customizable iFrame and SMS
LiveVox Software - LiveVox Agent Desktop with Webchat and Interaction History
LiveVox video
LiveVox Software - Purpose-built specifically for contact centers, LiveVox’s full CCaaS suite integrates Omnichannel, WFO, Analytics and AI into a powerful command center that gives you complete control over contact center performance. - thumbnail
LiveVox Software - LiveVox’s IVR solution combines industry-leading IVR technologies with unified customer data from an omnichannel CRM—all powered by AI processes that deliver a more conversational experience and more intelligent workflows. - thumbnail
LiveVox Software - LiveVox easily incorporates a low-code, no-code AI Virtual Agent that increases efficiency, creates a better CX, and enhances live agent interactions without replacing existing systems. - thumbnail
LiveVox Software - LiveVox Agent Desktop with Ticketing Dashboard - thumbnail
LiveVox Software - LiveVox Agent Desktop with Customizable iFrame and SMS - thumbnail

LiveVox pricing

LiveVox does not have a free version.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No

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LiveVox Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.6
Customer Support
4.1
5 reviews of 31 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 23/06/2020

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 12/06/2020

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 10/08/2020

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

Five9

Reasons 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.
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 7/08/2020

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.

chris
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
2

4
Reviewed on 22/05/2020

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.

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