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LiveVox CCaaS

Score5.3 out of 10

2 Reviews and Ratings

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What is LiveVox CCaaS?

LiveVox is a contact center platform that boasts supporting more than 14 billion interactions a year, that integrates omnichannel communications, CRM, and WFO capabilities to deliver an agent and customer experience while reducing compliance risk. The technology enables engagement strategies on communication channels of choice to drive performance in contact centers. Its risk mitigation and security tools help clients maximize their potential in an ever-changing business environment.

With 20 years of cloud expertise, LiveVox is at the forefront of cloud contact center innovation. The vendor has more than 500 global employees and is headquartered in San Francisco with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.

Purpose-built specifically for contact centers, LiveVox’s CCaaS suite integrates Omnichannel, WFO, Analytics and AI into a command center that gives the users complete control over contact center performance.

Categories & Use Cases

Reviews

What users are saying about LiveVox CCaaS.
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LiveVox CCaaS Review

Modesto Ruiz
Quality Experience Management in Quality Assurance at Arrivia (501-1000 employees employees)

Use Cases and Deployment Scope

I use LiveVox CCaaS on a daily basis to review call transcripts, evaluate sales calls, and live monitor agent to ensure they are following the proper sales procedure in real time. Being able to get a clear transcript of the call is essential to my work because it eliminates the need to review the entire call (this is important when majority of the call are on average 60+ minutes), I can simply filter out certain words and listen to those portions the call, allowing me to be more efficient with my time.

Having the audio split into two channels, one for the members and the other for the agent, is extremely helpful when trying to determine who said what in the conversation and determine if background noise is coming from the member's or the agent's end of the call.

Pros

  • Clearly written call transcriptions.
  • Able to translate (on some occasions) Spanish calls into English text.
  • Easily able to create scorecards.
  • Able to track the state of multiple groups of agents when monitoring aux times.

Cons

  • Some reporting features can be simplified (being able to determine if the member or agent releases the call).
  • Enable video recording during the calls.

Return on Investment

  • This has made our time evaluating calls more efficient.
  • Being able to open multiple tabs and calls allow you to easily multitask when you have to review multiple calls at the same time.

Usability

Other Software Used

ChatGPT, Microsoft Power BI, Encore by Anagram Systems

LiveVox CCaaS - Strengths and Shortfalls

Incentivized
Verified User
Vice-President in Customer Service (201-500 employees employees)

Use Cases and Deployment Scope

We use LiveVox CCaaS to monitor the available and productive times of the workforce. We use it to calculate and understand how much time the agents are available to take calls. We use it also for coaching purposes.

Pros

  • It provides all-in-one platform for calls, emails, SMS and chat interactions with customers.
  • It has in built compliance controls for regulatory frameworks such as TCPA and CFPB. It has consent management tool as well.
  • It gives agents access to notes from previous customer interactions. If a CX is calling about an unresolved issue, the agents are aware why CX is calling and can get into resolving the issue without again asking customer about the issue they are facing.

Cons

  • The UI can be better. Customizable dashboards and simple menu structure will help users. Moving between modules such as reporting and configuration need an upgrade.
  • The reports are not flexible. Sometimes, there is no or limited drill down possibility. It is very difficult to create custom KPIs. Drag and drop feature for report creation (like in Salesforce) would really help.
  • More AI and/or ML integrations are needed. We cannot build high level, NLP driven self journeys.

Return on Investment

  • It significantly reduces any compliance related risks
  • Since it is all in one and cloud based, it saves infra costs, IT maintenance costs and need for third party tools
  • Less training time needed, so the employees can be productive faster when onboarded

Usability

Alternatives Considered

Talkdesk and Genesys Cloud CX

Other Software Used

Webex Meetings, Microsoft Teams, Microsoft 365