LiveVox
Last Updated
Overview
LiveVox provides a cloud-based contact center platform designed to unify omnichannel communication and manage regulatory risk, which supports businesses to maximize outbound efficiency while adhering to strict compliance standards. While the reporting tools can be more polished, its specialized dialing features deliver risk mitigation for high-volume operations.
LiveVox Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting and Analytics
LiveVox Features
Human Call Initiator
This patented dialing application requires agents to manually initiate calls to ensure strict adherence to TCPA regulations. It offers the high throughput of predictive dialing while mitigating the legal risks associated with autodialers, which keeps high-volume campaigns compliant and efficient.
Omnichannel Bundle
Agents can manage voice, email, SMS, and web chat interactions through a single unified interface. This consolidation eliminates the need to toggle between different apps, which simplifies workflows and ensures that customer context is preserved across every communication channel.
SpeechIQ Analytics
The platform utilizes artificial intelligence to transcribe and analyze all customer interactions in real-time. It automatically detects sentiment, keywords, and compliance risks to allow managers to instantly identify coaching opportunities and ensure quality standards are met.
Virtual Agents
These AI-driven voice and digital bots handle routine inquiries like payment processing and account verification without human intervention. They operate around the clock to resolve simple issues to effectively reduce wait times and free live agents for complex tasks.
Unified CRM
This built-in customer relationship manager acts as a central system of record, which provides instant access to account details. It delivers real-time screen pops with relevant customer history to ensure agents have the immediate data needed to resolve inquiries quickly.
Pros And Cons of LiveVox
Pros
Single screen for managing all customer communication
AI automation for quicker customer issue resolution
Real-time data insights for informed decision making
Cons
User interface sometimes requires a refresh
Reporting tools can be complex for standard users
LiveVox Reviews
Total 25 reviews
4.6
All reviews are from verified customers
Rating Distribution
5
Stars64%
4
Stars36%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Leisure, Travel & Tourism, 500+ employees
Less than a year
“makes reviewing calls easier”
Pros
There's a lot to appreciate about this software. One of the features I value most is being able to clearly separate the member's audio from the agent's which makes reviewing calls much more useful. Being able to listen to the member's channel while they're on hold is also a big plus since it can reveal negative feelings they may never mention directly to the agent. Another thing that works really well is that the full call loads upfront so if your internet drops, you don't have to deal with buffering in the middle of playback.
Cons
My only real complaint is that it doesn't offer video recording. Aside from that, it's an excellent product.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
9
Functionality
10
Real Estate, 51-100 employees
Less than a year
“reliable dialing features”
Pros
The auto dialer works really well and I also appreciate having manual dialing available when needed. Loading numbers into the dialer doesnt take long and helps keep calls moving efficiently.
Cons
Every now and then, the system runs into errors or technical issues which can be frustrating.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Telecommunications, 51-100 employees
Less than a year
“user friendly dashboard”
Pros
Getting started with it was quick and the whole platform feels very user friendly. It's fast to implement and the dashboard is excellent and very simple to work with.
Cons
The reporting still needs improvement to better match the needs of the BPO industry and RTR could definitely be stronger as well.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
8
Functionality
7
Frequently Asked Questions
Does LiveVox have a mobile app?
Yes, the software provides a mobile app.
What types of pricing plans does LiveVox offer?
The vendor offers customized pricing plans, depending on the unique requirements of businesses. Request a customized LiveVox price quote for your business today!
Who are the typical users of LiveVox?
LiveVox features are designed for businesses in industries and sectors like healthcare, retail, government, telecom, and insurance.
What level of support does LiveVox offer?
The platform provides support through a contact form.
What other apps does LiveVox integrate with?
The platform integrates with various software and services including Pindrop, BluIP, Surfly, iBenchmark, and LocalTouch.
Does LiveVox offer an API?
Yes, the platform offers an API.
What language does LiveVox support?
The platform supports multiple languages including English, Arabic, French, and Spanish.