Helping businesses choose
better software since 1999
better software since 1999
Guides & Research
Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
Capterra carefully verified over 2 million reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more.
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more.
Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise.
For supervisors, agents and analytics systems to evaluate customer interactions
The ease of use is hands down the best part about the software. It also provided everything we needed it to provide plus the price is great.
Also, the Spam filter doesn’t work really well, because we keep receiving spam emails from the same email address over and over, although we’ve marked them as spam multiple times.
The ability to associate outside information makes it very easy to quickly calculate the quality of each customer and how to better serve them with greater efficiency.
Perhaps one of the worst features of LiveAgent is their entire support and technical team is overseas.
Google Maps API integration is good and helps visualize where my customers are (geographically). Team transfer is good, specially the ability to note information for agents only.
Some very specific embedding options were hard to get running. There was also no documentation on that part, so i redisigned my site to get it running.
The software and the company have been great to work with. Their support and the documentation has been good.
Nothing so far, still looking for something to complain about.
The quality management team likes the ability to score and share the details with the agents and supervisors. Scoring feature is user friendly.
The only issue that I have encountered is that at times when people input the wrong password to access their schedule, it blocks them from accessing.
It's easy to use, intuitive, and reliable. I really like the new workforce optimization quality over the traditional AQM hosted platform, it's made numerous enhancements to benefit the users.
Sometimes the calls will refuse to play and the error responses are not friendly to users, a specialist has to be the resolver.
I enjoy the ease of maneuvering around the application. The layout is great, both aesthetically and functionally.
This is very frustrating, and it doesn't make much sense to have a tool that works this way.
I love the recording bit where i can search for previous interactions with customers. The screen capture functionality is superb, keeps employees in check.
Hard implementation because our pbx is Avaya and old. Initial reporting not functioning correctly.
Moses: My name is Moses. I'm a consultant for Automate Accelerator. My rating for LiveAgent is three out of five. So before using LiveAgent, we used other help support. One that I can recall is Zendesk. So that's a platform that we use. One that we went with LiveAgent was the support function that LiveAgent was giving, and at the same time, it allows us to have multiple users on LiveAgent. And allow training of staff to use LiveAgent for support tickets was really, really easy. It also allows us to give more help option through our end users, not only from a texting perspective of a virtual assistant, but at the same time putting on video calls for them to actually utilize as well. So it was fairly challenging at the start to onboard LiveAgent. The only reason was there was a learning curve with the technology, and there was a user interface issue with the system at the point of time. But once we got onboarded, it was really, really easy to get going and to onboard new staff, and training of new staff on it as well. So, if you're considering using LiveAgent, I would say budget would definitely be a top option of mine, because LiveAgent is fairly pricey. It goes on per user seat basis. But at the same time, in terms of functionality, it is one of the best in the market. So that's something definitely to consider as well.
Prioritize real-user-identified key features according to your needs to find your best fit.
LiveAgent
Top FeaturesAspect Quality
LiveAgent
Aspect Quality
--
Talk with a software expert for free. Get a list of software that’s great for you in less than 15 minutes.
Products similar to those you're currently comparing: