What users are saying about
Top Rated
132 Ratings
25 Ratings
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Score 8.4 out of 100
Top Rated
132 Ratings
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Score 9.2 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
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

Webex Contact Center
8.3
LiveAgent
Agent dashboard
Webex Contact Center
7.7
LiveAgent
Validate callers
Webex Contact Center
8.9
LiveAgent
Outbound response
Webex Contact Center
8.8
LiveAgent
Call forwarding
Webex Contact Center
9.1
LiveAgent
Click-to-call (CTC)
Webex Contact Center
8.8
LiveAgent
Warm transfer
Webex Contact Center
7.7
LiveAgent
Predictive dialing
Webex Contact Center
8.3
LiveAgent
Interactive voice response
Webex Contact Center
9.1
LiveAgent
REST APIs
Webex Contact Center
9.1
LiveAgent
Call scripts
Webex Contact Center
7.3
LiveAgent
Call tracking
Webex Contact Center
7.9
LiveAgent
Multichannel integration
Webex Contact Center
7.7
LiveAgent
CRM software integration
Webex Contact Center
7.9
LiveAgent

Workforce Optimization (WFO)

Webex Contact Center
8.6
LiveAgent
Inbound call routing
Webex Contact Center
9.1
LiveAgent
Omnichannel inbound routing
Webex Contact Center
8.5
LiveAgent
Recording
Webex Contact Center
7.5
LiveAgent
Quality management
Webex Contact Center
9.1
LiveAgent
Call analytics
Webex Contact Center
7.7
LiveAgent
Historical reporting
Webex Contact Center
7.9
LiveAgent
Live reporting
Webex Contact Center
9.1
LiveAgent
Customer surveys
Webex Contact Center
9.1
LiveAgent
Customer interaction analytics
Webex Contact Center
9.1
LiveAgent

Incident and problem management

Webex Contact Center
LiveAgent
9.1
Organize and prioritize service tickets
Webex Contact Center
LiveAgent
9.3
Expert directory
Webex Contact Center
LiveAgent
8.4
Subscription-based notifications
Webex Contact Center
LiveAgent
9.1
ITSM collaboration and documentation
Webex Contact Center
LiveAgent
8.6
Ticket creation and submission
Webex Contact Center
LiveAgent
9.6
Ticket response
Webex Contact Center
LiveAgent
9.5

Self Help Community

Webex Contact Center
LiveAgent
9.2
External knowledge base
Webex Contact Center
LiveAgent
9.0
Internal knowledge base
Webex Contact Center
LiveAgent
9.3

Multi-Channel Help

Webex Contact Center
LiveAgent
8.8
Customer portal
Webex Contact Center
LiveAgent
9.1
IVR
Webex Contact Center
LiveAgent
8.6
Social integration
Webex Contact Center
LiveAgent
8.6
Email support
Webex Contact Center
LiveAgent
9.5
Help Desk CRM integration
Webex Contact Center
LiveAgent
8.3

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
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

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | 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

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

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

Webex Contact Center

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

Webex Contact Center

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

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | 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

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
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

Webex Contact Center

General

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

Webex Contact Center 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

Webex Contact Center
7.4
LiveAgent
9.6

Likelihood to Renew

Webex Contact Center
LiveAgent
9.3

Usability

Webex Contact Center
LiveAgent
8.0

Support Rating

Webex Contact Center
LiveAgent
9.3

Implementation Rating

Webex Contact Center
LiveAgent
9.1

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