LiveVox CCaaS Review
August 14, 2025

LiveVox CCaaS Review

Modesto Ruiz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveVox CCaaS

I use LiveVox CCaaS on a daily basis to review call transcripts, evaluate sales calls, and live monitor agent to ensure they are following the proper sales procedure in real time. Being able to get a clear transcript of the call is essential to my work because it eliminates the need to review the entire call (this is important when majority of the call are on average 60+ minutes), I can simply filter out certain words and listen to those portions the call, allowing me to be more efficient with my time.
Having the audio split into two channels, one for the members and the other for the agent, is extremely helpful when trying to determine who said what in the conversation and determine if background noise is coming from the member's or the agent's end of the call.

Pros

  • Clearly written call transcriptions.
  • Able to translate (on some occasions) Spanish calls into English text.
  • Easily able to create scorecards.
  • Able to track the state of multiple groups of agents when monitoring aux times.

Cons

  • Some reporting features can be simplified (being able to determine if the member or agent releases the call).
  • Enable video recording during the calls.
  • This has made our time evaluating calls more efficient.
  • Being able to open multiple tabs and calls allow you to easily multitask when you have to review multiple calls at the same time.
The reason why I gave this rating is because it is a great product overall, compared to other platforms that I have used it has been able to fill all the "boxes" that I look for. Even with its few flaws it is still a useful product that has made my team much more efficient.

Do you think LiveVox CCaaS delivers good value for the price?

Yes

Are you happy with LiveVox CCaaS's feature set?

Yes

Did LiveVox CCaaS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LiveVox CCaaS go as expected?

Yes

Would you buy LiveVox CCaaS again?

Yes

LiveVox CCaaS is definetly the better option when comparing to other platforms that handle the same task. One of the main reasons that I love using the platform compared to products like Encore is that the audio isn't constantly buffering, unlike Encore if you have a failed internet connection the call does not stop or require you to reload the audio.

LiveVox CCaaS Feature Ratings

9.6
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
8
9.9
Inbound call routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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