LiveAgent vs. OpenText CX-E Voice

I think [LiveAgent] is great from a customer service perspective, though I don't know that I would recommend it for B2B purposes. It has so many features that are fantastic as far as creating a great customer experience goes, I just think it is far more geared toward B2C than B2B.

When you have a small team, this works best. because you can't pay like a big organisation but still need the same features. OpenTeam brings us the best features of call-centre software, but at a cut price that we can afford and create revenue upon. This is an essential software, if anything.

Incentivized

• It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
• Low on pricing.
• You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
• The user-friendly application.

Incentivized

• Allow callers to leave a message or callback number and automatically reroute calls based on queue length and waiting time.
• We can build teams and use remote workers at the same time from different time zone.

Incentivized

• Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
• When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
• The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.

Incentivized

• Provide more transcription service options. Specifically AWS.
• I think reports are severely lacking. Provide a mechanism for customers to create custom reports or allow odbc access to the database.
• Provide better API documentation.

Incentivized

I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.

The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.

Apart from reports, OpenText CX-E Voice ease of use is consistently excellent

Incentivized

The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.

Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.

bold360 worked for our basic purposes but it was pretty bare bones. It didn't give us the option to get sales or to translate from Spanish to English and it made things a bit more difficult. LiveAgent has the features that we needed and it has many of the similar options that we also still use.

Incentivized

OpenText CX-E Voice voicemail is significantly easier to deploy and maintain

Incentivized

• We are generating more sales by having sales representatives online chatting with customers.
• The customer service team is able to avoid answering the same guest on a number of platforms (ie. when a guest emails in, fills out a "contact form," and chats with a representative in live time in the span of ten minutes) because LiveAgent enables us to have all of our communication in one platform.

• Excellent Consistency
• High Scalability
• Complex to handle

Incentivized