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

Verified User
Manager in Customer Service
Banking Company, 201-500 employeesLiveAgent
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.

Verified User
Manager in Corporate
Retail Company, 501-1000 employeesPros
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
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.
Internal Operations Manager; Customer Service Manager
Bus2alpsRecreational Facilities & Services, 11-50 employees
Cons
Aspect Unified IP
- The reports are very basic.
- There may be a broader reporting line, perhaps with more detailed records.
Coordinador de Planificación Financiera
Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees
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.
MIS Specialist
ePlanet Communications IncOutsourcing/Offshoring, 501-1000 employees
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 |
---|
- 20 agents
SaaS Edition
Ticket | $151 |
---|---|
Ticket+Chat | $291 |
All-inclusive | $491 |
- 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.

Verified User
Manager in Customer Service
Banking Company, 201-500 employeesLiveAgent
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.
Internet, 51-200 employees
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.
Online marketing
TribuglandRetail, 1-10 employees
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.

Verified User
Manager in Customer Service
Information Technology & Services Company, 1-10 employeesImplementation 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.
Online marketing
TribuglandRetail, 1-10 employees
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.
General Manager - IT
Asian PaintsConsumer Goods, 5001-10,000 employees
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!
Co - Founder & CCO
MeVueloLeisure, Travel & Tourism, 11-50 employees
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
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.
Director of Operations
Exito TravelLeisure, Travel & Tourism, 11-50 employees