livepro vs. Manhattan Active® Customer Engagement

The great thing about livepro is you can structure your content the way that suits your organisation. livepro are there to support you in deciding what may work best for your team, it is not a one size fits all solution. The system allows you to write complex processes in a simplified view so staff can easily navigate to the solution they need. The 'rocket' knowledge object allows your processes that have a lot of variation to be written up in a simple decision tree setup, taking your staff to the right outcome every time.

The cloud-native technological architecture on which Manhattan Active WM is built is designed for scalability, flexibility, and easy upgradeability. A responsive user interface, which is available on a tablet or fixed station and supports several of these operations, provides the unified control capabilities of the system. Real-time data is shown in a variety of ways, including a global map of facilities, individual facility data, labor utilization, and tasks broken down by job function.

Incentivized

• Easy to navigate. Anyone can jump onto the system with minimal training, it is user friendly and intuitive.
• Supportive team. The livepro team are 100% responsive and supportive to all feedback, suggestions and requests. You can tell they are focused on their users and their customer experience is fantastic.
• WYSIWYG editor. The editing function when authoring content is very easy to use. You can follow the basic "what you see is what you get" editor, or you can delve into the source code if you want to get savvy with your technical skills.
• livepro integrates with a number of other platforms to enhance the user experience. For example, Genesys Cloud.

• Permanently Adaptive.
• Seamlessly Integrated.
• Greater Visibility.

Incentivized

• Feedback module. I'm scratching for things to record in cons here. The feedback module could be improved by having further display options - being able to preview feedback without clicking into it. However, livepro have taken this feedback on board and are already looking at ways to improve.
• Admin/roles. The current way to set up the roles/permissions is clunky however this is not a space you need to use often. I'm looking forward to the new and improved version that is being worked on.

• User Interface.
• Data Security.
• API's

Incentivized

SharePoint did not have the functionality that livepro does. We attempted to create a knowledge hub in SharePoint but were left disappointed.

Manhattan enables seamless business configuration and interoperability. Manhattan Associates' architectural principles will drive the creation of cloud-native apps. These principles were developed to ensure that Manhattan Associates' solutions could achieve the engineering velocity that its end clients demanded while also striving to reduce the cost of innovation. As a consequence, you are not obliged to wait for technology to catch up to your decision-making before introducing new goods and services to your customers.

Incentivized

• livepro has improved our right first time response for our customer contact center. In the first six months of going live, our RFT response increased to the 60th percentile from 50 percent.
• One source of truth--our customer service team is confident in the answers they are providing and that they can rely on the accuracy and quality of information.
• Providing a superior level of customer service--as the team becomes more efficient in using the system, they are processing more calls and creating more meaningful outcomes for our customers. The teams percentage of missed (abandoned) calls has dropped from 4.26 percent to 3 percent since implementation of livepro.

• Implementation of the whole supply chain and fulfilment.
• Better Data Management.
• Effective use of configurations.

Incentivized