The streamlining of the scheduling and quality management process,  has been a great selling point for the different groups.

Versatility! this tool is so easy to use, and we can use it on all of our lines of business.

One of the best suites I have ever had the opportunity to use.

Agents find it super friendly to manage their own schedules through the Agent Portal. The Forecasting algorithm is the best I have found.

Poor customer support and almost no experience. It is impossible to connect to your organization's existing HRMS tools.

They seem to be a newer software company that is still figuring a lot of things out. They have broken processes and functionality is limited.

My favorite part is that the quality evaluation tool is built into the call recording tool (our former tool only kept the recordings and did not have a quality evaluation component.).

Even for the least technologically savvy user, this would be easy to use. Quality of the recordings are superb as well.

Great Product and Great Support with a Great Price.

Some of the reporting features are confusing when it comes to Team and Agent level reports. The same report changes if you choose the agents names compared to just the team name.

I took the place of a costly system and does many of the same functions. I have been told the reporting tool is less extensive and sophisticated, but that would be the only downside.

Although this isn't my area of expertise, I can easily see this from them and the integration between QM and WFM is solid.

The Calabrio forums and community are a fantastic support network wherever you may be in the world.

Very wonderful experience with the product they have world class customer service and will help you fix any issues that may arise.

The out of the box reporting that the user is stuck with, unable to remove it. In addition the custom reporting is complex unlike the rest of the user interface and lacks documentation/guides.

It can easily filter and search recorded calls. The quality management component is also easy to use and it makes it easier for the CRM team.

Just some features that seem to be missing, although most are soon to come out.

Calabrio One Suite is a great software for your call representatives to have.

The product is easy to use and I really enjoy the queue function which allows random calls to be selected for evaluation.

It has so many features that it get a bit confusing but it has a lot of resources to direct and guide you throughout the process.

There are a couple of really frustrating aspects within Calabrio that detract from the whole user experience.

The installation has taken a bit longer than expected. 28 enhancement requests submitted and ten defects found.

The software makes my job easy with detailed reports, goal setting, sound quality, and the ease of navigation.

I still feel there's a lot of features missing.

The staff at Calabrio is incredibly friendly and helpful and represent their product very well.

I like how simple and User-friendly the interface is, with flexibility in customization and scalability , and finally i adore the intergration capability that comes with it.

Overall price point for the product is perfect as well.

I love the ease of reporting, listening to calls and evaluations.

I love how easy it is to use and how quickly agents can be trained on it.

It can be extremely difficult & time consuming to delete exceptions/holidays etc.

I really like the access this system gives it's clients for a wonderful customer outreach process.

I appreciate them working with our company to mature their product and integrate with AVAYA platforms deeper than they have ever gone before.

The user interface is easy and intuitive to navigate, the online help files are clear and robust, and Calabrio's customer support has been wonderful.

Excellent software, has made such a difference to the organization.

Good value for the money and it will get the job done for most small organization applications. Not built to produce large advanced reports or detailed data analysis.

WFM, QM, and Analytics are very intuitive and we have gained many efficiencies since we implemented it over 2 years ago. The Cloud has been amazing to have as well.

Having to search for a specific agent request for a center with 2000+ agents is difficult to do.

Ease of use is the number one feature that I love about Calabrio software.

Overall it has been a good experience, testing at times but mostly good.

I've had a great experience with Calabrio and would recommend any organization consider it if they are in the market.

The Calabrio One Suite tool has been extremely useful for our organization. The staff is very customer oriented and work to implement a lot of feedback that has been provided into the tool.

Calabrio version 9.5 has been a solid option for our United States teams for capturing call recordings, giving feedback, pulling reporting data and doing workforce administration.

I scrapped the entire concept of mobile agents down to the shockingly bad Live Agent Phone apps.

It is a great software but cumbersome and slow for me. I do not find it super intuitive to be honest.

Its feature set is quite good with good technical ability to answer questions.

Pricing is great and scales very well as of right now being a solo developer and also looks great when looking to scale to a few more agents.

Great product, highly intuitive ticketing and ticket management system. Very easy to setup and work with.

The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.

It allows us to easily chat with website visitors and convert them into leads. The ability to read transcripts helps us better understand our customer needs.

I love that Live Agent is so easy to use to manage tickets and our Knowledge Bases. The ability to add tags has completely changed the way we organize and store tickets.

They are a wonderful company with great support, features, and brand.

Poor statistics and reporting functionality. No grading of rights making it difficult to distribute partial admin rights.

The only complaint I have is that when I connect my gmail account to the software it automatically marks my email as read. Very annoying when you're on the go.

Great gamification which is helping to motivate agents. A lot of statistic very helpful for team leaders.

We have only been using the product for a short time, but we are very pleased with its ease and price.

Works perfectly, tons of features and it is easy to use. Everything works, so I needed support just once regarding the API and it was quite fast and helpful.

The ability to build Boards with a wide variety of powerful columns.

I don't have any futures that I dislike about the product.

The tracking allows to not only ensure that we help our customers but also it allows us to review their history to understand how to help them better (i.e. are they a tech novice or pro?).

LiveAgent also supports email forwarding as  well as mapping out the customer behavior before them joining you. This helps you anticipate their queries and help quicker.

I like that it is real-time and that we can talk to our customers quickly. It is nice that they can see us typing and that we can see them.

Excellent product with wonderful support that streamlines and enhances the customer experience.

I mainly miss the possibility to search for e-mails by e-mail address, because without this option, working with LiveAgent is very complicated. Then the communication is very confused.

LA is the third company what we have testes in last 6 years and looks like is the best for us.

Needed to vonnect several email adresses with each other,log in was sometimes confusing.

The UI is not up to date. The user interface is boring.

I am unlikely to make use of all the features right away. But the product looks great so far and was excellent value for money.

Liveagent is a robust helpdesk ticketing system. I love the ability to create multiple departments for different products.

Easy to use, affordable and runs smoothly. Post Affiliate Pro offers outstanding products and customer service in every feature.

I really love the quick, responsive and helpful customer service given by LiveAgent.

LiveAgent prides itself on good customer service, and this is one of my favorite things about it.

It has been great throughout, I have loved it & it helps me serve my customer on there queries faster.

Its has a pretty good entry pricing compared to their competitors. It didn't take long to deploy or test upgrades.

I like LiveAgent because it integrates very easily with my site. Clients like the response we give them.

It has been a great experience so far in managing client tickets and the best part is that the platform is highly customisable to suit our companies needs and taste.

Used this software as a consumer and have only had good experiences: easy use, rapid response, good results.

US Dollar

Calabrio ONE is a workforce performance software that helps contact centers work smarter, faster, and better. The true-cloud platform integrates workforce optimization, agent engagement, and business intelligence into one suite. Key features include call recording, quality management, workforce management, analytics, and data management. AI-fueled insights and automated workflows empower users. The integrated platform provides insights to boost contact center efficiency and customer experience.

LongDescription

Blended Call Center

Call Recording

Outbound Call Center

Inbound Call Center

Computer Telephony Integration

Alerts/Escalation

Call Tracking Metrics

Employee Management

Leave Tracking

Quality Management

Performance Management

Activity Tracking

Variable Workforce

Agent Interface

Attendance Management

Approval Process Control

Labor Forecasting

Productivity Analysis

Customer Experience Management

Employee Time Tracking

Skills Tracking

Compliance Management

Performance Metrics

Queue Management

Time Off Management

Employee Database

Service Level Agreement (SLA) Management

Activity Monitoring

For Call Centers

Reporting/Analytics

Employee Scheduling

Online Time Clock

Call Monitoring

Third-Party Integrations

Employee Coaching Tools

Intraday Management

Real-Time Analytics

Call Tagging

Call Transfer

Customizable Reports

Real-Time Monitoring

IVR/Voice Recognition

Automatic Call Distribution

Voice Mail

On-Demand Recording

Call Center Management

Call Disposition

Call List Management

File Transfer

Call Routing

Recording

Contact Management

Real-Time Data

Call Reporting

Multi-Channel Communication

Caller ID

Event Triggered Actions

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Chat/Messaging

Interaction Tracking

Scheduled Recording

Call Tracking

Call Transcription

Archiving & Retention

Live Chat

Campaign Management

Customer Surveys

Leaderboards

Employee Reward Programs

Sentiment Analysis

Multiple Scoring Models

Screen Recording

Collaboration Tools

Process/Workflow Automation

KPI Monitoring

AI/Machine Learning

Real-Time Updates

Knowledge Base Management

Customer Journey Mapping

Feedback Management

Video Conferencing

Workforce Management

Virtual Assistant

Surveys & Feedback

Request Assignment

Email Alerts

Customer Service Analytics

Categorization/Grouping

Natural Language Processing

Sales Trend Analysis

Self Service Portal

Audio Capture

Data Security

Call Scripting

Language Detection

Visual Analytics

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

51-200

201-500

501-1000

1000+

Calabrio ONE

In Person

Live Online

Webinars

Documentation

Videos

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all as either in-suite or standalone applications.


LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation in cooperation with a variety of third-party software companies. It is a customizable solution that can scale as small companies grow their customer base and online services. The software provides a ticket management system where the ticket contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and support staff of the company.

LiveAgent for Startups:
Startup program is free for the first 6 months for startups that apply. This is an exclusive opportunity for startups to get access to the best customer support software in the market with no upfront costs. After the first 6 months, startups can continue using LiveAgent at a discounted rate.

LiveAgent is offered as both web-based (cloud) software and on-premise installations. The cloud option is priced on a pay-per-user basis by a number of agents, and the on-premise options use the up-front pricing model, based solely on the number of agents.

Start with a 1 month free trial, no credit card needed, no contracts.



File Management

Commenting/Notes

Support Ticket Management

Cataloging/Categorization

Case Management

Softphone

Personalization

1-month free trial, no credit card required, no contracts. Subscription plans: Free: $0/agent/month
Small plan: $9/agent/month 
Medium plan: $29/agent/month
Large plan: $49/agent/month
Enterprise: $69/agent/month

Calabrio ONE vs LiveAgent

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