LiveVox Reviews

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.

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.

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.

Pros

Coming into the administrative side of call centers without much experience, this was very approachable to pick up and learn. The templates and automatic requeues really help keep things organized and make the workflow more efficient.

Cons

I haven't run into any issues at all. Nothing comes to mind.

Pros

Using the system feels very easy and when it comes to pulling stats, it works really efficiently.

Cons

It is simple to use and works well as it is. I honestly wouldn't change anything.

Pros

One thing I really appreciate is how simple it is to analyze everything.

Cons

Honestly I haven't run into any real issues it all seems to work very well.

Pros

Figuring out how to use this has been very simple and one thing I really appreciate is being able to pull whatever reports I need with reliable solid data. Reviewing and listening to calls is also easy to navigate which makes day to day work much more convenient.

Cons

I can't really recall any issues I've run into with it at all and my agents have been very happy using it too.

Pros

Everything works well, I haven't run into any issues and it's very self explanatory.

Cons

There's nothing to complain about

Pros

This software has made a big difference in our overall productivity and efficiency. It's very user friendly and I'd confidently recommend it to anyone.

Cons

The layout is well done and the interface feels very user friendly. I don't have any complaints.

Pros

It helps me quickly find the calls I need to monitor without any hassle.

Cons

At the moment I can't think of anything negative to mention.

Pros

All its features and function feel really simple to use and the layout is very readable at a glance.

Cons

Sometimes it can take a really long time to load.

Pros

Keeping up with individual users is very convenient with this software and the call recording and monitoring features make it even better to use.

Cons

I haven't run into any negatives overall it's been a really solid software experience.

Pros

It's been really helpful for customer information and for positioning each call correctly.

Cons

There are times when it gets very slow and freezes up.

Pros

Using this product has been going really well and it helps make sure our business needs are handled without any hassle.

Cons

One feature I'd still like to see is the option to update multiple campaigns at the same time.

Pros

This is really simple to work with and the platform is nicely customizable to fit different needs.

Cons

It's a solid product overall and I haven't come across anything I dislike about it.

Pros

Getting new staff up to speed is simple because the system is very user friendly. All the reporting is right at your fingertips which makes things really convenient. It's an excellent product overall.

Cons

I haven't run into any issues at all. This product has been awesome.

Pros

Their goal of offering solutions for every part of communication is definitely a positive and shows the company is aiming to cover the full picture.

Cons

That said trying to handle every element raises a concern about quality because some parts can feel more "best in class" while others come across as only barely serviceable.

Pros

The software feels very easy to use and the reporting along with the call management tools work really well.

Cons

Only thing I can point out is that it can be a bit confusing to know exactly where to click when you want to itemize the specific reports you need to pull.

Pros

Having multiple dialing options available, including Blaster, RPC, QC & HCI and Preview services, gives us a lot of flexibility and works well for different campaign needs.

Cons

The customer support process is very convoluted. We end up dealing with multiple emails and a slow turnaround just to get basic questions answered. There is a big push toward self service and a lot of the time we still do not get a direct answer to the actual question. If it were not for our Mid level Market Manager, I do not think we would have stayed with LiveVox this long. There also do not seem to be many subject matter experts willing to take the time to help although there are a couple of people who have been wonderful to work with and are a clear exception.

Pros

The app's HCI cloud solution has been essential for our organization especially when it comes to staying on top of TCPA compliance. It scales well as we continue to grow and when Covid happened, they moved quickly to help clients set up workable solutions for remote teams. Another thing I appreciate is that LiveVox keeps building on the platform based on client feedback and clearly focuses on adding features that create real value.

Cons

Teams with more advanced users will probably appreciate how flexible its call flow design tools are. That said some organizations may lean toward competitors that offer a more plug and play experience right out of the box.