LiveVox CCaaS - Strengths and Shortfalls
May 08, 2025

LiveVox CCaaS - Strengths and Shortfalls

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveVox CCaaS

We use LiveVox CCaaS to monitor the available and productive times of the workforce. We use it to calculate and understand how much time the agents are available to take calls. We use it also for coaching purposes.

Pros

  • It provides all-in-one platform for calls, emails, SMS and chat interactions with customers.
  • It has in built compliance controls for regulatory frameworks such as TCPA and CFPB. It has consent management tool as well.
  • It gives agents access to notes from previous customer interactions. If a CX is calling about an unresolved issue, the agents are aware why CX is calling and can get into resolving the issue without again asking customer about the issue they are facing.

Cons

  • The UI can be better. Customizable dashboards and simple menu structure will help users. Moving between modules such as reporting and configuration need an upgrade.
  • The reports are not flexible. Sometimes, there is no or limited drill down possibility. It is very difficult to create custom KPIs. Drag and drop feature for report creation (like in Salesforce) would really help.
  • More AI and/or ML integrations are needed. We cannot build high level, NLP driven self journeys.
  • It significantly reduces any compliance related risks
  • Since it is all in one and cloud based, it saves infra costs, IT maintenance costs and need for third party tools
  • Less training time needed, so the employees can be productive faster when onboarded
It does a very good job with agent tracking, workforce management, productivity tracking and availability tracking. Since it has inbuild compliance tools and controls, it eliminates any regulatory risks associated with calling, consent, etc. It has a decent in built reporting that helps plan the workforce.

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy LiveVox CCaaS again?

Yes

LiveVox CCaaS is very useful in collections services. the dialing, call recording, consent tracking are all compliant with statutory regulations. It is very good option for multichannel contact center with calls, emails, SMS and chat support functions. It really helps with work force managment as well.

LiveVox CCaaS Feature Ratings

9.1
Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
10
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
7
9.2
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
8
Live reporting
7
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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