LiveVox CCaaS - Strengths and Shortfalls
Rating: 8 out of 10
IncentivizedUse 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.
Likelihood to Recommend
LiveVox CCaaS is very useful in collections services. the dialing, call recording, consent tracking are all compliant with statutory regulations. It is very good option for multichannel contact center with calls, emails, SMS and chat support functions. It really helps with work force managment as well.
Vetted Review
1 year of experience