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LiveVox (Nasdaq: LVOX) is a powerful, next-generation contact center platform that powers more than 14 billion interactions a year. With 20 years of cloud experience and expertise, they seamlessly integrate omnichannel communications, CRM, AI, and WFO to deliver exceptional agent and customer experiences. Their reliable, easy-to-use technology helps maximize contact center performance, along with their battle-tested risk mitigation and security tools to help clients maximize their potential.
Provider
LiveVox
Located In
United States
Foundation
1999
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based
Training
Live Online, In Person, Documentation, Webinars
Support
24/7 (Live rep), Chat
LiveVox provides digital contact center software & services for companies with 20+ agents looking to connect with customers in North America through their solution portfolio.
Content Source: LiveVox
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LiveVox Reviews
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.
This software has had a huge positive impact on our overall productivity and efficiency. Extremely user-friendly and would recommend to anyone.
LiveVox is an excellent partner and offers great support and feedback on how best to leverage their software.
You can make calls over the internet, call quality and recording quality is very clear. Tons of reports to monitor reps.
Cons
Sometimes, there are errors and technical difficulties.
We struggle with the multiple emails and slow process to get questions answered.
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.
If your not using LiveVox, your wasting your time, money and manpower. No other dialer compares.
"Putting your call center in your own hands"
Overall: 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.
"LiveVox Feedback"
Overall: 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.
"Livevox Review"
Overall: 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.
"Best call monitoring platform out there"
Overall: 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.
"Reliable & Compliant Dialing Service"
Overall: 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.
