What users are saying about
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Top Rated
120 Ratings

LiveAgent

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Top Rated
120 Ratings
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Score 9.5 out of 100
110 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

LiveAgent

LiveAgent is well-suited for having a range of members in a company online and having the opportunity to utilize their strengths for the greater good of the customer's experience and the company's overall success. Bus2alps has customer service representatives online to work with guests who have already purchased our trips and have questions about their upcoming experiences. We also have sales representatives online who are able to work with guests who are searching for trips but haven't booked with us yet, and they are the experts with our products and with making sales. We also have members of our guide team who operate the trips online, so when guests have a specific question about an upcoming trip that the customer service team may not know, LiveAgent's ability to transfer a chat to another online agent has proven incredibly useful in answering the guest's query as quickly and accurately as possible. Our customers are receiving comprehensive, dynamic service to meet their needs.
Shelby Wischan | TrustRadius Reviewer

Oracle CRM On Demand

I think it is well suited for organizations which are large with a lot of users so as to be able to minimize the cost of operations. Also, the organization which interacts mostly with customers can use Oracle CRM on demand.
Rose Kipkemoi | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

LiveAgent
8.8
Oracle CRM On Demand
Organize and prioritize service tickets
LiveAgent
9.2
Oracle CRM On Demand
Expert directory
LiveAgent
7.9
Oracle CRM On Demand
Subscription-based notifications
LiveAgent
9.0
Oracle CRM On Demand
ITSM collaboration and documentation
LiveAgent
8.1
Oracle CRM On Demand
Ticket creation and submission
LiveAgent
9.5
Oracle CRM On Demand
Ticket response
LiveAgent
9.4
Oracle CRM On Demand

Self Help Community

LiveAgent
9.1
Oracle CRM On Demand
External knowledge base
LiveAgent
8.8
Oracle CRM On Demand
Internal knowledge base
LiveAgent
9.4
Oracle CRM On Demand

Multi-Channel Help

LiveAgent
8.7
Oracle CRM On Demand
Customer portal
LiveAgent
9.2
Oracle CRM On Demand
IVR
LiveAgent
8.4
Oracle CRM On Demand
Social integration
LiveAgent
8.6
Oracle CRM On Demand
Email support
LiveAgent
9.3
Oracle CRM On Demand
Help Desk CRM integration
LiveAgent
7.8
Oracle CRM On Demand

Sales Force Automation

LiveAgent
Oracle CRM On Demand
8.7
Customer data management / contact management
LiveAgent
Oracle CRM On Demand
9.3
Workflow management
LiveAgent
Oracle CRM On Demand
8.9
Territory management
LiveAgent
Oracle CRM On Demand
9.3
Opportunity management
LiveAgent
Oracle CRM On Demand
9.3
Integration with email client (e.g., Outlook or Gmail)
LiveAgent
Oracle CRM On Demand
9.0
Contract management
LiveAgent
Oracle CRM On Demand
7.8
Quote & order management
LiveAgent
Oracle CRM On Demand
8.5
Interaction tracking
LiveAgent
Oracle CRM On Demand
8.3
Channel / partner relationship management
LiveAgent
Oracle CRM On Demand
8.2

Customer Service & Support

LiveAgent
Oracle CRM On Demand
8.4
Case management
LiveAgent
Oracle CRM On Demand
8.5
Call center management
LiveAgent
Oracle CRM On Demand
8.7
Help desk management
LiveAgent
Oracle CRM On Demand
8.1

Marketing Automation

LiveAgent
Oracle CRM On Demand
8.9
Lead management
LiveAgent
Oracle CRM On Demand
8.9
Email marketing
LiveAgent
Oracle CRM On Demand
8.8

CRM Project Management

LiveAgent
Oracle CRM On Demand
8.7
Task management
LiveAgent
Oracle CRM On Demand
8.3
Billing and invoicing management
LiveAgent
Oracle CRM On Demand
9.6
Reporting
LiveAgent
Oracle CRM On Demand
8.2

CRM Reporting & Analytics

LiveAgent
Oracle CRM On Demand
8.4
Forecasting
LiveAgent
Oracle CRM On Demand
8.7
Pipeline visualization
LiveAgent
Oracle CRM On Demand
8.6
Customizable reports
LiveAgent
Oracle CRM On Demand
7.9

Customization

LiveAgent
Oracle CRM On Demand
8.4
Custom fields
LiveAgent
Oracle CRM On Demand
8.9
Custom objects
LiveAgent
Oracle CRM On Demand
8.1
Scripting environment
LiveAgent
Oracle CRM On Demand
7.9
API for custom integration
LiveAgent
Oracle CRM On Demand
8.7

Security

LiveAgent
Oracle CRM On Demand
9.4
Single sign-on capability
LiveAgent
Oracle CRM On Demand
9.0
Role-based user permissions
LiveAgent
Oracle CRM On Demand
9.8

Social CRM

LiveAgent
Oracle CRM On Demand
9.8
Social data
LiveAgent
Oracle CRM On Demand
9.8
Social engagement
LiveAgent
Oracle CRM On Demand
9.9

Integrations with 3rd-party Software

LiveAgent
Oracle CRM On Demand
8.6
Marketing automation
LiveAgent
Oracle CRM On Demand
8.5
Compensation management
LiveAgent
Oracle CRM On Demand
8.7

Platform

LiveAgent
Oracle CRM On Demand
9.3
Mobile access
LiveAgent
Oracle CRM On Demand
9.3

Pros

LiveAgent

  • It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
  • Low on pricing.
  • You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
  • The user-friendly application.
Hammad Bin Idrees | TrustRadius Reviewer

Oracle CRM On Demand

  • Application customization is a key strength. We can create custom home page experiences for each type of user, customize object layouts to change dynamically depending on object type, and create an embedded sales process unique to our organization that helps facilitate the user through the process by specifying required fields dependent on what stage of the process they are in. The ability to customize goes directly to the success of user adoption - the fact that we can customize layouts and processes to support our internal business processes helps users make the most of the system.
  • Robust Reporting. The reporting and data warehouse capabilities are excellent. We have thousands of custom reports delivered in a number of ways - on home pages, on dashboards, on demand through the reporting menu, and on custom web tabs. These reports range from simple lists to complex multi-object analyses.
  • Ability to get data in and get data out. CRMOD makes it very easy to import data into any object. This is helpful for importing lists or making mass changes. Exporting data is equally easy, both from an administrator standpoint and for the user. Users can display a list or do a custom advanced search and then easily export the data to Excel without any admin help. They can also export from any report, which is helpful when sales data needs to be combined with other financial data in a larger analysis.
  • The system's workflow capabilities allow us to improve field validation, send important notifications, and enforce business process requirements.
Michelle Prand | TrustRadius Reviewer

Cons

LiveAgent

  • Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
  • When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
  • The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.
Paul Ellul | TrustRadius Reviewer

Oracle CRM On Demand

  • A scripting mechanism is needed to customize the data entry forms. As any data driven system, Oracle CRM on demand is as reliable as its data is. Having sales people entering and maintaining the data you have to make sure they are doing that and not cutting corners. One way to do that is to enforce the business requirements in the entry forms.
  • User interface / user experience definitely can and should be improved.
  • It needs a way to send automatic reports on a schedule via email.
  • Support: as usual the Oracle support tends to be tedious and lengthy.
Cristian Bodnarasec | TrustRadius Reviewer

Likelihood to Renew

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

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Usability

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

Oracle CRM On Demand

Oracle CRM On Demand 9.0
Based on 1 answer
Compared to other competitors I find it very easy to use and learn .It has been helpful in our organisation and we have been able to manage our projects and operations well without interference.
Rose Kipkemoi | TrustRadius Reviewer

Support Rating

LiveAgent

LiveAgent 9.3
Based on 28 answers
Our needs are very minimal, and LiveAgent meets our needs very well. We take comfort in knowing that as we expand, we have a resource that has the features we can take advantage of in the future without jumping over to another platform.
Brian 🎬 Kelly | TrustRadius Reviewer

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Implementation Rating

LiveAgent

LiveAgent 9.1
Based on 4 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

Oracle CRM On Demand

Oracle CRM On Demand 10.0
Based on 1 answer
With the right partner Oracle CRM On Demand can be implemented very quickly and seamlessly.
Michelle Prand | TrustRadius Reviewer

Alternatives Considered

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

Oracle CRM On Demand

Oracle app is more available on different mobile devices, Microsoft Dynamics has only Windows and Android but Oracle has both web-based, Mac, IOS. Social CRM feature is another one that Microsoft Dynamics doesn't provide. On the other hand, Microsoft Dynamics provides offline line access. Also, Oracle integrations fit our needs better. Also Ticketing system support is better.
Anonymous | TrustRadius Reviewer

Return on Investment

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

Oracle CRM On Demand

  • A single platform for tracking, reporting, and control of all data and clients records
  • Manageable outsourcing for development and support functions for the applications we need to use.
  • Lots of integration opportunities, and covers all information gaps and inconsistencies caused by human errors.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
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$91
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

Oracle CRM On Demand

General

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

Oracle CRM On Demand Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

LiveAgent
9.5
Oracle CRM On Demand
8.1

Likelihood to Renew

LiveAgent
9.2
Oracle CRM On Demand

Usability

LiveAgent
8.0
Oracle CRM On Demand
9.0

Support Rating

LiveAgent
9.3
Oracle CRM On Demand

Implementation Rating

LiveAgent
9.1
Oracle CRM On Demand
10.0

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