8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.
N/A
LiveAgent
Score 9.7 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…
$0
per month
Pricing
8x8 Contact Center
LiveAgent
Editions & Modules
No answers on this topic
Free
$0
per month
Small
$15
per month per seat
Medium
$29
per month per seat
Large
$49
per month per seat
Enterprise
$69
per month per seat
Offerings
Pricing Offerings
8x8 Contact Center
LiveAgent
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
—
More Pricing Information
Community Pulse
8x8 Contact Center
LiveAgent
Considered Both Products
8x8 Contact Center
Verified User
Anonymous
Chose 8x8 Contact Center
Although every platform has their pros & cons but the flexibility of omni channel communications all in one central suite of application window along with license pricing flexibility gave us a point to make our decision for 8x8 Contact Center.
I prefer 8x8; it has the right number of features and modes for the communication I need. I much prefer 8x8 meetings to Zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 is also easier to manage across multiple modes of …
The right technology for the size contact center we have. The right RoI for migrating to a Cloud Contact Center. The E5 Microsoft license allowed us to leverage the 8x8 Contact Center integrations and not add additional cost for user PSTN. Able to reduce licensing across all …
Compared to something like a NICE InContact (which I have used/administered before too), 8x8 has less powerful scripting tools. However, their reliability and uptime is much better than NICE. You probably only should be looking at NICE if you have a really large CC and/or …
We selected an 8x8 contact center based on the tools available to meet our needs. 8x8 was also rated as a more stable platform than Cisco, which helped us select 8x8 for our UCaaS platform. The amount of tools available in the 8x8 Contact Center for leaders to be able to manage …
We are currently evaluating Ringcentral as a possible replacement for 8x8 when our contract is up. Pricing is similar, but the support and admin experience looks better so far with Ring Central. Go to connect lacked features for what we needed and we have moved away from it, …
We had many technical issues and functions not working correctly and very poor support to help fix these issues. 8x8 Contact Center is much more advanced.
We liked the agent experience, as well as the reporting and some of the QM & CE suites. The self-service options and customizability of contact center routing scripts was desirable. Overall when finalizing vendors 8x8 was one of the more cost-effective options between the UCaaS …
Nextiva is very comparable to 8x8 Work. We're moving to as we are moving away from 8x8 as a whole. Their pricing has increased and Nextiva offers comparable features for a fraction of the price including their contact center. The contact center features available for use are …
With 8x8 Contact Center, help is only seconds away! The features of Caller ID, Voice Mail, Recorded Calls, Missed Calls, Customer Service, and Dialpad calling from anywhere on your computer! It is fast and easy to maneuver through and the information is at your fingertips! …
We also use 8x8 for Work on a sister company. I couldn't find it in that list of products, but they use it, and as far as I know it helped the company to grow as well, just like it helped ours. The ability to "queues" was something we considered when we moved to 8x8, about 4 …
I did a demo with Zendesk which was fine, but the customer service and system for LiveAgent was a better choice for me. The demo with LiveAgent was wonderful and very informational, any concerns were answered immediately, extremely accommodating with the free trial, better …
Bold360 worked for our basic purposes but it was pretty bare bones. It didn't give us the option to get sales or to translate from Spanish to English and it made things a bit more difficult. LiveAgent has the features that we needed and it has many of the similar options that …
Night and Day, Zendesk is very very basic, We also faced multiple technical and connection issues when using zendesk which resulted in loss of customers due to the chat randomly disconnecting now this is a thing of the past thanks to LiveAgent, the connection is always stable …
I hated Zendesk we used them for 2 years and found them very unreliable and [unprofessional]. The system was laggy, bugged and beyond basic. It is nowhere near as good as LiveAgent and I am over the moon that we found them and decided to make the switch.
After testing a few web-based CRM I found LiveAgent to be the overall best. Manage email, chat and calls plus respond to social media posts and messages.
The price that LiveAgent has is just outstanding even with the features and helps us save money rather than spending loads of cash on other systems. It has also helped us better support our customers.
LiveAgent is much easier and it's well designed to keep great work organization. Separate boxes provide a great view so one is aware of what every single member of the team is working on.
LiveAgent is much more complete and all the channels are available at the same place. The way customers get an answer is friendlier than Zendesk. Overall, LiveAgent is much more user friendly and simple to understand. It has knowledge base section.
Internal Operations Manager; Customer Service Manager
Chose LiveAgent
My initial experience with LiveAgent was when the company I work for, Bus2alps, was reviewing an assortment of chatting platforms to use. My responsibility was to compare and contrast various features of them all and select the one which we would implement on our website to …
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
I think [LiveAgent] is great from a customer service perspective, though I don't know that I would recommend it for B2B purposes. It has so many features that are fantastic as far as creating a great customer experience goes, I just think it is far more geared toward B2C than B2B.
Tracks all inbound and outbound calls from our organization.
Gives us the ability to record and review calls.
Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
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.
Post-sale support through the online ticket system is painfully slow.
It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
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.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
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.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
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.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
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.
I prefer 8x8; it has the right number of features and modes for the communication I need. I much prefer 8x8 meetings to Zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 is also easier to manage across multiple modes of communication.
bold360 worked for our basic purposes but it was pretty bare bones. It didn't give us the option to get sales or to translate from Spanish to English and it made things a bit more difficult. LiveAgent has the features that we needed and it has many of the similar options that we also still use.
The callback queue was a big thing for a while. Still is to a point but we would have MANY duplicate callbacks & it was frustrating to both the customer & the agent.
Support is my biggest negative for 8x8 Contact Center. Being able to communicate with someone is essential yet having MANY support agents have a language barrier has made it difficult on both ends to get things addressed/taken care of. Being able to follow the requests of the ticket is a big one as well. I talked about both of these points before, but if I request to communicate via email 9/10 times, I am being called to talk about the problem when it could have been an email. They also request information MANY many times that seems to be useless when I have provided what I think to be all the necessary information. It just doesn't make a lot of sense to me. It has been a little bit since I have had to put anything in for support the last one I did it was substantially better so hopefully that continues.
Being able to work solely on 8x8 work or 8x8 Contact Center would be a HUGE plus for agents & IT. I see other platforms that are able to do this, if 8x8 was able to do this it would make it 100x better for us so we don't have to work out of two things for an agent to be able to work.
The last thing is the plans. Not offering an unlimited talking plan to me seems very weird. What we are paying for & the amount of minutes that agents are using doesn't make a lot of sense on a billing standpoint. Offering better pricing/unlimited plans for enterprise like other companies would be a HUGE plus as well.
We are generating more sales by having sales representatives online chatting with customers.
The customer service team is able to avoid answering the same guest on a number of platforms (ie. when a guest emails in, fills out a "contact form," and chats with a representative in live time in the span of ten minutes) because LiveAgent enables us to have all of our communication in one platform.
