What users are saying about
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Top Rated
127 Ratings
15 Ratings
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Score 4.3 out of 100

LiveAgent

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Top Rated
127 Ratings
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Score 9.4 out of 100

Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda | 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

Aspect Unified IP
9.1
LiveAgent
Agent dashboard
Aspect Unified IP
8.6
LiveAgent
Validate callers
Aspect Unified IP
9.1
LiveAgent
Outbound response
Aspect Unified IP
9.0
LiveAgent
Call forwarding
Aspect Unified IP
9.1
LiveAgent
Click-to-call (CTC)
Aspect Unified IP
9.6
LiveAgent
Warm transfer
Aspect Unified IP
9.1
LiveAgent
Predictive dialing
Aspect Unified IP
9.6
LiveAgent
Interactive voice response
Aspect Unified IP
9.1
LiveAgent
REST APIs
Aspect Unified IP
9.1
LiveAgent
Call scripts
Aspect Unified IP
9.1
LiveAgent
Call tracking
Aspect Unified IP
9.6
LiveAgent
Multichannel integration
Aspect Unified IP
8.2
LiveAgent
CRM software integration
Aspect Unified IP
8.7
LiveAgent

Workforce Optimization (WFO)

Aspect Unified IP
8.5
LiveAgent
Inbound call routing
Aspect Unified IP
9.0
LiveAgent
Omnichannel inbound routing
Aspect Unified IP
8.1
LiveAgent
Recording
Aspect Unified IP
9.6
LiveAgent
Quality management
Aspect Unified IP
9.1
LiveAgent
Call analytics
Aspect Unified IP
8.6
LiveAgent
Historical reporting
Aspect Unified IP
7.4
LiveAgent
Live reporting
Aspect Unified IP
7.4
LiveAgent
Customer surveys
Aspect Unified IP
8.6
LiveAgent
Customer interaction analytics
Aspect Unified IP
9.1
LiveAgent

Incident and problem management

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

Self Help Community

Aspect Unified IP
LiveAgent
9.1
External knowledge base
Aspect Unified IP
LiveAgent
8.8
Internal knowledge base
Aspect Unified IP
LiveAgent
9.3

Multi-Channel Help

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

Pros

Aspect Unified IP

  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Jose Raul Faria | 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

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak | 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

Aspect Unified IP

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

Aspect Unified IP

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

Aspect Unified IP

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

Aspect Unified IP

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

Aspect Unified IP

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda | 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

Aspect Unified IP

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria | 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

Aspect Unified IP

General

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

Aspect Unified IP 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

Aspect Unified IP
8.5
LiveAgent
9.5

Likelihood to Renew

Aspect Unified IP
LiveAgent
9.2

Usability

Aspect Unified IP
LiveAgent
8.0

Support Rating

Aspect Unified IP
LiveAgent
9.3

Implementation Rating

Aspect Unified IP
LiveAgent
9.1

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