LiveVox Reviews

Pros

It's refreshing to use a software that doesn't leave you dependent on support or stuck paying professional service fees every time you need to make a change. This gives users access to an interface that's easy to work with and it opens up nearly all of the system's features directly to you. Because of that, you really can manage and control your own call center without constantly needing outside help.

Cons

Because LiveVox is constantly innovating some of its newer products can feel a little bare bones at first. That said, after a few quick rounds of customer feedback and updates, they usually improve fast and become well integrated with the rest of the product suite.

Pros

Picking just one standout feature is tough because the whole platform has been impressive. We brought this tool in about 3 to 4 years ago and from the initial setup all the way through today, it has consistently worked really well for us.

Cons

Its only real challenge was learning the right pacing for different clients but we've figured that out over time and now have a good handle on it.

Pros

Working in an outbound environment the built in HQM module has really helped increase usage and improve productivity by supporting a more efficient improvement plan. The screen capture feature especially UCRM, adds even more value while Speech IQ didn't stand out as much in comparison. Thanks.

Cons

One limitation is that the screen capture feature isn't available in non voice environments.

Pros

This has been an excellent partner, with a support team that gives valuable feedback on the best ways to get the most out of the software. The platform is continuously being improved with regular upgrades and new features which really helps keep it ahead as an industry leading solution.

Cons

Something that could make it even better is having more flexibility for ad hoc, dynamic changes to call selection criteria. It would also help if customers had more direct access and control over making changes within the system.

Pros

One of the biggest advantages has been the Clicker Agent feature which helps keep us compliant and avoids legal issues. LiveVox also seems to have a forward thinking team that comes up with quick, practical solutions for text and email. On top of that the platform has been very reliable and doesn't experience the downtime we had with previous dialing systems.

Cons

Dealing with customer service can be frustrating since the support team is overseas and communication is often difficult. Another issue is the Leg minutes setup they really should be part of the base minute requirement but instead they're separated out for reasons that don't make much sense.