What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

LiveAgent

Top Rated
32 Ratings
Score 8.5 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
Eric Novikoff profile photo

LiveAgent

Email ticketing is great - you can connect as many email addresses as you wish through pre-made integrations, forwarding or POP3/IMAP. Live chat is literally set up in minutes - we just added a short html snippet to the footer of our website and boom - there we went chatting with our website visitors. We've found that they prefer chatting over emails so far.
Luis McDonnell profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
LiveAgent
9.4
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
9.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
LiveAgent
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
8.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
LiveAgent
Expert directory
Agiloft Flexible Service Desk Suite
LiveAgent
9.1
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
LiveAgent
9.2
Ticket creation and submission
Agiloft Flexible Service Desk Suite
LiveAgent
10.0
Ticket response
Agiloft Flexible Service Desk Suite
LiveAgent
9.8

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
LiveAgent
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
LiveAgent
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
LiveAgent

Change management

Agiloft Flexible Service Desk Suite
9.8
LiveAgent
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
LiveAgent
Service-level management
Agiloft Flexible Service Desk Suite
10.0
LiveAgent

Self Help Community

Agiloft Flexible Service Desk Suite
LiveAgent
8.5
External knowledge base
Agiloft Flexible Service Desk Suite
LiveAgent
8.8
Internal knowledge base
Agiloft Flexible Service Desk Suite
LiveAgent
8.2

Multi-Channel Help

Agiloft Flexible Service Desk Suite
LiveAgent
9.3
Customer portal
Agiloft Flexible Service Desk Suite
LiveAgent
10.0
IVR
Agiloft Flexible Service Desk Suite
LiveAgent
9.7
Social integration
Agiloft Flexible Service Desk Suite
LiveAgent
8.3
Email support
Agiloft Flexible Service Desk Suite
LiveAgent
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
LiveAgent
8.6

Pros

  • Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
  • Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
  • Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
  • Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.
Robert Kaplan profile photo
  • Gamification. Each agent levels up and receives funny badges and achievements. This makes the work fun.
  • Detailed Search feature. You can search anything on LiveAgent using custom search rules and filters. This is very important when you are trying to find something among thousands of tickets.
  • Detailed statistics. You can view almost anything about customers (chat load, conversation initiation pages, tag reports) and agents (working time, average answer count etc.)
Petras Brinko profile photo

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • More API calls are welcome
  • Support quality of LiveAgent themselves could improve
Linas Levanas profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
No photo available
LiveAgent9.1
Based on 2 answers
The service is billed month-to-month although we wouldn't mind subscribing for 2 years ahead We've had nothing but a great experience and if there was a option to pre-pay our account, I would do so.
Luis McDonnell profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
LiveAgent9.1
Based on 3 answers
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.
Luis McDonnell profile photo

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
LiveAgent8.6
Based on 3 answers
Because it gives me everything I need.
Šarūnė Šaulytė profile photo

Implementation

No score
No answers yet
No answers on this topic
LiveAgent9.1
Based on 2 answers
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.
Luis McDonnell profile photo

Alternatives Considered

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
  • Cheaper
  • Better knowledge base
  • Significantly better customer tickets
The better customer tickets was the main reason we moved from Freshdesk, we found Freshdesk difficult from a customer perspective as they had to log in each time to view a ticket response, whereas the LiveAgent the ticket history is all there in the email. That being said Freshdesk was better at handling the tickets than LiveAgent, but as we are still learning the system I am sure we will get better at using it.
Kevin Woods profile photo

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • It had only positive impact on our business. Lots of things were automated with the help of LiveAgent and the speed and quality of customer support agents improved tremendously.
Linas Levanas profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

LiveAgent

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
LiveAgent Editions & Modules
LiveAgent
On-premise Edition
Downloadable licence
$11,9501
1. 20 agents
SaaS Edition
Ticket
$91
Ticket+Chat
$291
All-inclusive
$391
1. per agent
Additional Pricing Details