# LiveVox Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is LiveVox the right Call Center solution for you? Explore 32 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/81432/LiveVox/reviews

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LiveVox

4.7 (32)

[View alternatives](https://www.capterra.com/p/81432/LiveVox/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated January 14th, 2026

# Reviews of LiveVox

Ease of use

4.6

Customer Service

4.1

## Pros and Cons in Reviews

MR

Modesto R

Quality Experience ManagmentLeisure, Travel & Tourism, 501 - 1,000 employeesUsed the software for: 1-2 years.

“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.“

May 24, 2024

RP

Robin P

Vice PresidentFinancial Services, 51 - 200 employeesUsed the software for: More than 2 years.

“Customer Support Team is a very convoluted process. “

August 10, 2020

AM

Adrian M

TeamLead Financial Services, 201 - 500 employeesUsed the software for: More than 2 years.

“its easy to use, also i love the fact that i can pull any reports with solid data. “

November 5, 2021

AS

Ashton S

Senior Dialer AdminFinancial Services, 501 - 1,000 employeesUsed the software for: More than 2 years.

“The product is easy to use, makes it easy to ensure business needs are taken care of.“

November 5, 2021

## Showing most helpful reviews

Showing 1-25 of 32 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

William P.  
Collections Dialer Manager  
Retail  
Used the software for: 2+ years

### "Putting your call center in your own hands"

June 23, 2020

5.0

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.

Review Source

JG

Jeff G.  
COO  
Financial Services  
Used the software for: 2+ years

### "LiveVox Feedback"

June 12, 2020

5.0

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.

Reason for choosing LiveVox

Features and functionality, cost, partnership and support.

Switched from

[TCN](https://www.capterra.com/p/84252/TCN/)

Features and functionality, cost, partnership and support.

Review Source

RP

Robin P.  
Vice President  
Financial Services  
Used the software for: 2+ years

### "Livevox Review"

August 10, 2020

4.0

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](https://www.capterra.com/p/132405/Five9/)

Reason for choosing LiveVox

The contract was in place and outbound dialing was being utilized and we were granted a new resource \[SENSITIVE CONTENT HIDDEN\] to assist.

Review Source

MR

Modesto R.  
Quality Experience Managment  
Leisure, Travel & Tourism  
Used the software for: 1-2 years

### "Best call monitoring platform out there"

May 24, 2024

5.0

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.

Review Source

chris P.  
VP Operations  
Financial Services  
Used the software for: 1-2 years

### "Reliable & Compliant Dialing Service"

May 22, 2020

4.0

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.

Reason for choosing LiveVox

They have to the capital to enhance their products and create new products, they have a solid and reliable product.

Review Source

AS

Ashton S.  
Senior Dialer Admin  
Financial Services  
Used the software for: 2+ years

### "Livevox Review"

November 5, 2021

5.0

We've seen increased productivity using Livevox

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.

Review Source

JL

Josh L.  
Ops Manger  
Financial Services  
Used the software for: 2+ years

### "Good solution in need of maturity "

July 29, 2021

4.0

A bumpy road overall, better communication and focus as they went public and good customer relations, not a great help desk so be prepared for pains

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

Reason for choosing LiveVox

cost and initial direction which has since changed from a plug an play to a full suite of solutions

Review Source

RP

Raj P.  
Team Lead  
Consumer Services  
Used the software for: 2+ years

### "Easy to use CRM Platform"

November 5, 2021

5.0

It has all in one system, easy reporting and does allow to put stats and reports very convinently

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.

Review Source

VR

Verified Reviewer  
Q&A and Reports Analyst  
Telecommunications  
Used the software for: 6-12 months

### "Pretty Good Software for Contact Centers!"

July 7, 2022

4.0

So far so good, its a really great product with Pros and Cons.

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.

Review Source

Wellington S.  
Operations Analyst  
Consumer Services  
Used the software for: 1-2 years

### "LiveVox regular user view"

July 23, 2021

5.0

Although I was not fully dedicated to campaigns using this software, even for me it is easy to create and pull reports

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

Review Source

KL

Kevin L.  
Director of Operations  
  
Used the software for:

### "Best value, better user interface than any I've seen! "

June 15, 2010

5.0

If your not using LiveVox, your wasting your time, money and manpower. No other dialer compares.

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.

Review Source

BG

Brandon G.  
Business Systems Analyst III  
Financial Services  
Used the software for: 2+ years

### "Glad to Partner with LiveVox"

August 7, 2020

4.0

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.

Review Source

GM

Glenn M.  
Team Lead  
Financial Services  
Used the software for: 2+ years

### "LiveVox is the Best Solution"

November 5, 2021

5.0

Overall experience very postitive. We are very happy with this solutionand have noticed a marked increase in efficiency and productivity.

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.

Review Source

AM

Adrian M.  
TeamLead  
Financial Services  
Used the software for: 2+ years

### "Happy"

November 5, 2021

5.0

Great

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

Review Source

pG

philip G.  
Corporate Trainer  
Financial Services  
Used the software for: 2+ years

### "Great reporting/integration w/ WFM"

November 5, 2021

5.0

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)

Review Source

LR

LaTorshia R.  
Team Lead  
Financial Services  
Used the software for: 2+ years

### "Easy to use"

November 5, 2021

5.0

i have no problems. very efficient to use

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

Review Source

CS

Chelsea S.  
Sr. Unit Manager  
Financial Services  
Used the software for: 2+ years

### "Makes my life easier"

November 5, 2021

5.0

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!

Review Source

YM

Yani M.  
Lead  
Financial Services  
Used the software for: 2+ years

### "I love it!"

November 5, 2021

5.0

it's easy, no issues with it.

Pros

Everything is good, no issues, self explanatory.

Cons

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

Review Source

ACD

Ann Caroline D.  
Property Management Assistant  
Real Estate  
Used the software for: 1-2 years

### "Call Management tool"

September 30, 2022

4.0

Overall, great product for call centers.

Pros

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

Cons

Sometimes, there are errors and technical difficulties.

Review Source

EA

Edward A.  
Business Analyst  
Financial Services  
Used the software for: 6-12 months

### "Intuitive platform to enhance outbound campaigns"

January 17, 2019

5.0

Overall, we have had nothing but a positive experience with LiveVox. Their customer service and support staff are top-notch. In our line of business, we have to be nimble enough to take on new clients and execute on projects in short fashion. LiveVox has provided us with all of the tools we need to accomplish this.

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.

Review Source

MT

Maria T.  
Corporate Trainer  
Consumer Services  
Used the software for: 1-2 years

### "Livevox Review "

November 5, 2021

5.0

Overall, Livevox works amazing. Easy to analyze and to work with throughout training.

Pros

I like the fact that is very easy to analyze.

Cons

Nothing really, it all seems to work great.

Review Source

MG

Mohammed G.  
Senior Manager - WFM  
Outsourcing/Offshoring  
Used the software for: 2+ years

### "Flexibility to build as per business need"

June 15, 2020

4.0

Livevox is a user friendly tool and has good transperancy

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

Reason for choosing LiveVox

Flexibility in the tool and user friendly

Review Source

JK

John K.  
Director of Operational Strategies  
Financial Services  
Used the software for: 2+ years

### "Future of Debt Collections"

January 16, 2019

4.0

Our overall experience with LiveVox has been great. We currently utilize their Dialer, HCI and Email technology, soon Text and Chat.

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.

Review Source

QH

Qaneisha H.  
it agent  
Financial Services  
Used the software for: 6-12 months

### "livevox is very helpful to do my job"

November 5, 2021

5.0

Pros

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

Cons

when it is moving very slow and freezing up

Review Source

HB

Hanna B.  
Dialer Admin  
Consumer Services  
Used the software for: 2+ years

### "My Review?"

November 5, 2021

4.0

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

Review Source

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