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.

The interface has an outdated look to it and can be hard to navigate. Especially until you get used to it.

The gui for admin on the  software, is easy to get around and make changes when needed. I also love the Live real time view to see how the agents are doing.

It's normal to get lost in the beginning. There's so many options that can get overwhelming at times.

Low cost for business, license type, flexibility, scalability, stability, easy and fast to implement even remotely.

I love that it's easy to use and it becomes a part of your routine. Either you're using it to dial or you're just punching in.

Could be integrated with other software like CRM by many ways, including API.

We have deployed locally and for a couple a customers , at first it was difficult the deployment but once we gain experience it worked well.

There isn't really that much to complain about ,but the design really needs to be brought in the 21st century.

We have grown as a company and learned how to integrate this marvelous piece of software with quite some other systems.

My experience was terrible. I would not recommend this software to anyone.

We have been using VICIdial for many years. Vici service support and engineers are always accessible to solve issues, the program is solid, build the campaigns and let it dial.

After the initial investment it is very cheap and efficient to expand the system for more users. Being open-source it is very easy to change it and adapt to the specific customer needs.

No sure if it was because of our network speed or if the program struggled to manage to many requests at once, but when toggling between different reporting functions delayed.

Another problem that it generates is with cookies, sometimes it does not connect since the browser is hung with previous cookies.

When somebody help you on community forum on vicidial, please help some others, for me it is one of the best open source in VOIP World.

Cost of support is reasonable for the expertize and to make sure vicidial as a company remains sustainable.

Most of the option in the admin side are great to help the user manage and use the software.

The agent interface is very ugly and bad UI design.

Open source softwares are the best ones to help you save money, especially if you're starting up a business.

Also it is free of cost. I highly recommend it to everyone.

The ability to use remotely via the web, multi users  and easy customization. Wonderful customer support, great platform for scalability.

Ok, so the interface isn't the nicest in the world, definitely not a gem to look at, but who cares. It runs light, works nicely, and has many integration options.

The system has practically no adequate and well-developed community. In case of any problems or issues, the decision may be delayed for a long time.

550 seats with cluster setup for out and in bound was a best achievement in my carrier. API based dynamic IVR has minimized human interaction in our services.

I downloaded the Vicidial iso image and in 1 day we set everything up. I just want to say thank you so much for what you are doing.

You can customize it to meet your needs and create different dialing categories. The ability to record and playback calls has made our training process a lot more efficient.

I think it's a bit stiff and its graphical interface isn't the friendliest or prettiest in the world. Also I think a lack of training in languages other than English.

I love how easy it is to handle, the exceptional support provided by the vicidial team. They are like a big family they are always there for you.

Vicidial is easy to use and easy for new employees to learn. In my ten plus years in telemarketing it has been the only software we have used.

US Dollar

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.



LongDescription

File Management

Commenting/Notes

Support Ticket Management

Real-Time Analytics

Cataloging/Categorization

Call Transfer

Case Management

Surveys & Feedback

Softphone

Personalization

Caller Profiles

Email Monitoring

Multi-Channel Management

Two-Way Audio & Video

Email Alerts

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Transfers/Routing

Customer Segmentation

IT Asset Management

Video Chat

Progress Tracking

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

SSL Security

Change Management

IVR/Voice Recognition

Automatic Call Distribution

Agent Interface

Voice Mail

Rules-Based Workflow

Blended Call Center

Procurement Management

Knowledge Management

Communication Management

Customer Database

Call Recording

Call Logging

Offline Form

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

On-Demand Recording

Full Text Search

Call Center Management

Batch Communications

Template Management

Data Import/Export

VoIP

Email Tracking

Customer Complaint Tracking

Call Routing

Email Templates

Self Service Portal

Email Distribution

Text to Speech

Recording

Customer Experience Management

VoIP Connection

Help Desk Management

Audit Trail

Outbound Call Center

Configurable Workflow

Project Time Tracking

Screen Sharing

Mobile Access

Social Media Monitoring

Proactive Chat

Survey/Poll Management

CMDB

Real Time Data

Transcripts/Chat History

Performance Metrics

Inbound Call Center

Routing

Call Scripting

Discussions/Forums

Phone Key Input

Issue Management

Text Editing

Call Center Integration

Call Reporting

Multi-Channel Communication

Queue Management

Support Ticket Tracking

Role-Based Permissions

Client Portal

Social Media Integration

Real-Time Notifications

Forms Management

Multiple Scripts

Workflow Management

Real-Time Updates

Email Management

Windows 7

Windows Vista

Windows XP

Mac OS

Linux

HP-UX

Solaris

Unix

IBM OS/400

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

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

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

LiveAgent

In Person

Live Online

Webinars

Documentation

Videos

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and call recording.


VICIdial combines inbound and outbound phone calls with inbound email and customer website chat in a single web-based interface. Skills-based routing and queue prioritization features help users ensure that calls and emails go to the agents who are best able to handle them. Agents can also switch between handling outbound and inbound calls when necessary.


Other features include previewing leads before dialing, recording and listening to agent calls, sending dropped calls to available agents or a voicemail inbox, estimated hold times for inbound callers, remote-agent calling, multiple language support and more.


Support is available online and via email.



Real Time Analytics

Lead Capture

Performance Management

Software is free, while the hosted service (VICIhost) is available at several price points including the following examples:

$1,000 initial server provisioning fee (also includes 1st month of hosting)
$500 server provisioning fee for each additional server (includes 1st month of hosting)
$400 per server per month hosting fee (after first month) plus cost of minutes.

See website pricing for more detailed breakdown of current costings.

LiveAgent vs VICIdial

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