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About LiveVox

LiveVox is a next-generation contact center platform integrating omnichannel communications, CRM, Practical AI, and WFO in one solution

Learn more about LiveVox

Pros:

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:

We struggle with the multiple emails and slow process to get questions answered.

LiveVox ratings

Average score

Ease of Use
4.6
Customer Service
4.1
Features
4.5
Value for Money
4.6

Likelihood to recommend

9.1/ 10

LiveVox has an overall rating of 4.7 out 5 stars based on 32 user reviews on Capterra.

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Filter reviews (32)

William
William
Collections Dialer Manager in US
Verified LinkedIn User
Retail, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Putting your call center in your own hands

5.0 5 years ago

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
COO in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

LiveVox Feedback

5.0 5 years ago

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
Vice President in US
Financial Services Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Livevox Review

4.0 5 years ago

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.

Modesto
Quality Experience Managment in Mexico
Leisure, Travel & Tourism, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Best call monitoring platform out there

5.0 9 months ago

Comments: Overall my experience has been great, i was using Encore before and this is a huge upgrade. Everything about LiveVox is 100 times better, from pulling up data to quickly editing scorecards and filtering calls, LiveVox is a great product.

Pros:

There are a lot of things to like about the software, one of my favorite features is being able to distinguish between the member and the agent's audio, this is very useful when listening to calls. The option to hear the member's channel during hold is a great feature which helps uncover any negative sentiments the member might have which might not be brought up when speaking with the agent. I like how the call is loaded completely so you don't have to worry about the call buffering if you lose internet connection.

Cons:

The only thing I don't like about LiveVox is that it lacks the ability to record video, other than that it is a great product.

chris
chris
VP Operations in US
Financial Services Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Reliable & Compliant Dialing Service

4.0 5 years ago

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.

Ashton
Senior Dialer Admin in US
Financial Services Software, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Livevox Review

5.0 3 years ago

Comments: We've seen increased productivity using Livevox

Pros:

The product is easy to use, makes it easy to ensure business needs are taken care of.

Cons:

I feature I would like to see added would be the ability to modify multiple campiagns at one time.

Josh
Ops Manger in US
Financial Services Software, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Good solution in need of maturity

4.0 4 years ago

Comments: A bumpy road overall, better communication and focus as they went public and good customer relations, not a great help desk so be prepared for pains

Pros:

their aim is to provide solutions for all elements of communication which is a good aim for the company

Cons:

While providing all elements the issue of being "best in class" vs "barely servicable" is a concern

Raj
Team Lead in US
Consumer Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Easy to use CRM Platform

5.0 3 years ago

Comments: It has all in one system, easy reporting and does allow to put stats and reports very convinently

Pros:

Livevox CRM is very easy to use and its nicely customizatable product.

Cons:

Its a great product and i dont find anything that i dislike.

Verified Reviewer
Verified LinkedIn User
Telecommunications, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Pretty Good Software for Contact Centers!

4.0 3 years ago

Comments: So far so good, its a really great product with Pros and Cons.

Pros:

Its a really user friendly, fast and easy to implement. Excellent Dashboard and very intuitive.

Cons:

Needs to improve Reports to to better fit with the BPO industry, could be better in RTR.

Wellington
Wellington
Operations Analyst in Guatemala
Verified LinkedIn User
Consumer Services, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

LiveVox regular user view

5.0 4 years ago

Comments: Although I was not fully dedicated to campaigns using this software, even for me it is easy to create and pull reports

Pros:

Software very intuitive with great reporting and call management systems

Cons:

Nothing to complaint about, just need to where to click on to itemize reports you need to pull

Brandon
Business Systems Analyst III in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Glad to Partner with LiveVox

4.0 5 years ago

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.

Glenn
Team Lead in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

LiveVox is the Best Solution

5.0 3 years ago

Comments: Overall experience very postitive. We are very happy with this solutionand have noticed a marked increase in efficiency and productivity.

Pros:

This software has had a huge positive impact on our overall productivity and efficiency. Extremely user-friendly and would recommend to anyone.

Cons:

No complaints at all. Great layout and interface is very intuitive.

Adrian
TeamLead in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Happy

5.0 3 years ago

Comments: Great

Pros:

its easy to use, also i love the fact that i can pull any reports with solid data. Listening to calls is easy to navigate.

Cons:

I have not experencied anfy issues with livevox. my agents love it

philip
Corporate Trainer in US
Financial Services Software, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great reporting/integration w/ WFM

5.0 3 years ago

Pros:

The easy access the software provided to keep up with indiviual users along with call recording/monitoring.

Cons:

Not applicable (Overall great software, no negatives)

LaTorshia
Team Lead in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Easy to use

5.0 3 years ago

Comments: i have no problems. very efficient to use

Pros:

The system is super easy to navigate. when it comes to pulling stats its very efficient

Cons:

I wouldnt change anything. the system is easy to use

Chelsea
Sr. Unit Manager in US
Financial Services Software, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Makes my life easier

5.0 3 years ago

Pros:

It is user friendly and easy to train new staff. All reporting right are your finger tips. Great product!

Cons:

No issues at all. This product is awesome!

Yani
Lead in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

I love it!

5.0 3 years ago

Comments: it's easy, no issues with it.

Pros:

Everything is good, no issues, self explanatory.

Cons:

No problems, i did not have any issues with it.

Ann Caroline
Property Management Assistant in Philippines
Real Estate, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Call Management tool

4.0 2 years ago

Comments: Overall, great product for call centers.

Pros:

I like the auto dialer, manual dialing, and loading of number to dialer.

Cons:

Sometimes, there are errors and technical difficulties.

Edward
Business Analyst in US
Verified LinkedIn User
Financial Services Software, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Intuitive platform to enhance outbound campaigns

5.0 6 years ago

Comments: Overall, we have had nothing but a positive experience with LiveVox. Their customer service and support staff are top-notch. In our line of business, we have to be nimble enough to take on new clients and execute on projects in short fashion. LiveVox has provided us with all of the tools we need to accomplish this.

Pros:

Ease of use. All deliverables for our most recent project were met ahead of schedule due to the majority of set up being within the platform. I was able to easily set up the import process and format lead files without the need of internal resources. Tertiary data files could be uploaded in to one platform and segmentation of phone numbers was seamless. Robust out-of-the-box reporting with little need to create additional reports.

Cons:

There is added functionality outside of the base package which requires an upgraded platform which incurs additional cost.

Maria
Corporate Trainer in US
Consumer Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Livevox Review

5.0 3 years ago

Comments: Overall, Livevox works amazing. Easy to analyze and to work with throughout training.

Pros:

I like the fact that is very easy to analyze.

Cons:

Nothing really, it all seems to work great.

Mohammed
Senior Manager - WFM in India
Outsourcing/Offshoring, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Flexibility to build as per business need

4.0 5 years ago

Comments: Livevox is a user friendly tool and has good transperancy

Pros:

In an Outbound environment, I believe HQM module that is built is something which has been able to drive usage and enhance productivity through efficiency improvement plan. Screen capture i.e., UCRM is another feature which adds up further value and not Speech IQ demo. thanks

Cons:

Screen capture capability not available for non voice environment

John
Director of Operational Strategies in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Future of Debt Collections

4.0 6 years ago

Comments: Our overall experience with LiveVox has been great. We currently utilize their Dialer, HCI and Email technology, soon Text and Chat.

Pros:

The technology aspect which allows for TCPA compliance , but at a fast pace. The other main factor is the multi-channel functionality which also allows queue/proficiency routing.

Cons:

Some of the Admin/Manager monitoring tools aren't flexible when it comes to monitoring specific groups of agents and/or specific time in states like Ready or On Call.

Qaneisha
it agent in US
Financial Services Software, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

livevox is very helpful to do my job

5.0 3 years ago

Pros:

It's very helpful with cx information n postioning each calls

Cons:

when it is moving very slow and freezing up

Hanna
Dialer Admin in US
Consumer Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

My Review?

4.0 3 years ago

Pros:

For someone who is relatively new to the administrative side of call centers it's easy to start with and learn on. The templates and automatic requeues definitely help streamline things.

Cons:

nothing :) at all. really nothing. can't think of anything

Nick
Collection Manager in US
Telecommunications, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Review for Livevox

4.0 5 years ago

Pros:

Hard choice to only choose one thing when all the features are great. We implemented Livevox here about 3-4 years ago and everything from the start and til now have been great.

Cons:

just learning the pacing for different clients and we have gotten the hang of it.