What users are saying about
135 Ratings
25 Ratings
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Score 7.9 out of 100
135 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.8 out of 100

Feature Set Ratings

    Contact Center Software

    7.4

    Aspect Unified IP

    74%

    LiveAgent

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 13/13 features

    Agent dashboard

    7.0
    70%
    3 Ratings
    N/A
    0 Ratings

    Validate callers

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Outbound response

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call forwarding

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Interactive voice response

    5.0
    50%
    3 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call scripts

    4.0
    40%
    3 Ratings
    N/A
    0 Ratings

    Call tracking

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    2 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    Aspect Unified IP

    85%

    LiveAgent

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.1
    81%
    2 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Quality management

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Call analytics

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Historical reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Live reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Aspect Unified IP

    Feature Set Not Supported
    N/A
    8.7

    LiveAgent

    87%
    LiveAgent ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    52 Ratings

    Expert directory

    N/A
    0 Ratings
    8.4
    84%
    44 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.5
    85%
    41 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.9
    79%
    37 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.4
    94%
    54 Ratings

    Ticket response

    N/A
    0 Ratings
    9.3
    93%
    55 Ratings

    Self Help Community

    Aspect Unified IP

    Feature Set Not Supported
    N/A
    8.8

    LiveAgent

    88%
    LiveAgent ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.7
    87%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    9.0
    90%
    44 Ratings

    Multi-Channel Help

    Aspect Unified IP

    Feature Set Not Supported
    N/A
    8.5

    LiveAgent

    85%
    LiveAgent ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.7
    87%
    50 Ratings

    IVR

    N/A
    0 Ratings
    8.1
    81%
    26 Ratings

    Social integration

    N/A
    0 Ratings
    8.2
    82%
    48 Ratings

    Email support

    N/A
    0 Ratings
    9.4
    94%
    50 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.9
    79%
    43 Ratings

    Attribute Ratings

    • LiveAgent is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    7.0

    Aspect Unified IP

    70%
    4 Ratings
    9.4

    LiveAgent

    94%
    113 Ratings

    Likelihood to Renew

    7.0

    Aspect Unified IP

    70%
    1 Rating
    9.3

    LiveAgent

    93%
    4 Ratings

    Usability

    Aspect Unified IP

    N/A
    0 Ratings
    8.0

    LiveAgent

    80%
    4 Ratings

    Support Rating

    Aspect Unified IP

    N/A
    0 Ratings
    9.3

    LiveAgent

    93%
    27 Ratings

    Implementation Rating

    Aspect Unified IP

    N/A
    0 Ratings
    9.1

    LiveAgent

    91%
    6 Ratings

    Likelihood to Recommend

    Aspect Unified IP

    Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
    Anonymous | TrustRadius Reviewer

    LiveAgent

    LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
    Anonymous | TrustRadius Reviewer

    Pros

    Aspect Unified IP

    • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
    • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
    • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
    Joseph Burda | 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

    • The reports are very basic.
    • There may be a broader reporting line, perhaps with more detailed records.
    Jose Raul Faria | 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

    Pricing Details

    Aspect Unified IP

    General

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

    Starting Price

    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

    Starting Price

    $15 per month

    LiveAgent Editions & Modules

    On-premise Edition
    Downloadable licence$11,9501
    1. 20 agents
    SaaS Edition
    Ticket$151
    Ticket+Chat$291
    All-inclusive$491
    1. per month
    Additional Pricing Details

    Likelihood to Renew

    Aspect Unified IP

    Aspect Unified IP 7.0
    Based on 1 answer
    Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
    Anonymous | TrustRadius Reviewer

    LiveAgent

    LiveAgent 9.3
    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 27 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

    We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
    Bhosale Deepak | 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

    • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
    • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
    Joseph Burda | 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

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