What users are saying about
5 Ratings
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Top Rated
124 Ratings
5 Ratings
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Score 8 out of 100

LiveAgent

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Top Rated
124 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.5 out of 100

Likelihood to Recommend

Altitude

  • Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
  • Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
  • Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
  • Offers the possibility to save interaction outcomes and present them in monitoring and reports.
  • Cannot replace a corporate PBX.
Anonymous | TrustRadius Reviewer

LiveAgent

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.
Maddie Porter | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Altitude
9.7
LiveAgent
Agent dashboard
Altitude
9.0
LiveAgent
Validate callers
Altitude
10.0
LiveAgent
Outbound response
Altitude
10.0
LiveAgent
Call forwarding
Altitude
10.0
LiveAgent
Click-to-call (CTC)
Altitude
9.0
LiveAgent
Warm transfer
Altitude
10.0
LiveAgent
Predictive dialing
Altitude
10.0
LiveAgent
Interactive voice response
Altitude
10.0
LiveAgent
REST APIs
Altitude
9.0
LiveAgent
Call scripts
Altitude
10.0
LiveAgent
Call tracking
Altitude
10.0
LiveAgent
Multichannel integration
Altitude
10.0
LiveAgent
CRM software integration
Altitude
9.0
LiveAgent

Workforce Optimization (WFO)

Altitude
9.6
LiveAgent
Inbound call routing
Altitude
10.0
LiveAgent
Omnichannel inbound routing
Altitude
10.0
LiveAgent
Recording
Altitude
10.0
LiveAgent
Quality management
Altitude
9.0
LiveAgent
Call analytics
Altitude
8.0
LiveAgent
Historical reporting
Altitude
10.0
LiveAgent
Live reporting
Altitude
10.0
LiveAgent

Incident and problem management

Altitude
LiveAgent
8.9
Organize and prioritize service tickets
Altitude
LiveAgent
9.3
Expert directory
Altitude
LiveAgent
8.0
Subscription-based notifications
Altitude
LiveAgent
9.0
ITSM collaboration and documentation
Altitude
LiveAgent
8.0
Ticket creation and submission
Altitude
LiveAgent
9.5
Ticket response
Altitude
LiveAgent
9.4

Self Help Community

Altitude
LiveAgent
9.1
External knowledge base
Altitude
LiveAgent
8.8
Internal knowledge base
Altitude
LiveAgent
9.3

Multi-Channel Help

Altitude
LiveAgent
8.7
Customer portal
Altitude
LiveAgent
9.2
IVR
Altitude
LiveAgent
8.5
Social integration
Altitude
LiveAgent
8.6
Email support
Altitude
LiveAgent
9.4
Help Desk CRM integration
Altitude
LiveAgent
8.0

Pros

Altitude

  • Predictive outbound
  • Offers a reliable CRM-lite option
  • GDPR platform module
  • Customizable reports
  • Powerful IVR flows with many options
  • Web-based management and agent applications available
Anonymous | TrustRadius Reviewer

LiveAgent

  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
Shelby Wischan | TrustRadius Reviewer

Cons

Altitude

  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
Anonymous | TrustRadius Reviewer

LiveAgent

  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
Hammad Bin Idrees | TrustRadius Reviewer

Likelihood to Renew

Altitude

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.2
Based on 4 answers
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.
Šarūnė Šaulytė | TrustRadius Reviewer

Usability

Altitude

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 8.0
Based on 4 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 | TrustRadius Reviewer

Support Rating

Altitude

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.3
Based on 28 answers
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Altitude

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.1
Based on 6 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 | TrustRadius Reviewer

Alternatives Considered

Altitude

Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
Anonymous | TrustRadius Reviewer

LiveAgent

Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Federico Valverde Cabrera | TrustRadius Reviewer

Return on Investment

Altitude

  • Reliable prediction improves productivity
  • Multichannel integration offers an all-in-one solution
  • Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
  • Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)
Anonymous | TrustRadius Reviewer

LiveAgent

  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
Alissa Burch | TrustRadius Reviewer

Screenshots

Pricing Details

Altitude

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Altitude Editions & Modules

Additional Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

LiveAgent Editions & Modules

On-premise Edition
Downloadable licence$11,9501
  1. 20 agents
SaaS Edition
Ticket$151
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Altitude
9.0
LiveAgent
9.5

Likelihood to Renew

Altitude
LiveAgent
9.2

Usability

Altitude
LiveAgent
8.0

Support Rating

Altitude
LiveAgent
9.3

Implementation Rating

Altitude
LiveAgent
9.1

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