LiveVox
What Is LiveVox?
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 Read more 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. Read lessWho Uses LiveVox?
LiveVox provides digital contact center services for companies with 25 or more agents looking to connect with customers in North America through their solution portfolio.
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LiveVox Reviews for Indian Users
William
Putting your call center in your own hands
Comments: 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.
Jeff
LiveVox Feedback
Comments: 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.
Robin
Alternatives Considered:
Livevox Review
Comments: 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.
Brandon
Glad to Partner with LiveVox
Comments: 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.
chris
Reliable & Compliant Dialing Service
Comments: 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.
