Aspect Unified IP vs LiveAgent

• 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.

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• 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.

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

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• 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.

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• 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.

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• 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.

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