We are happy to share some insights about LiveVox drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated LiveVox and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified LiveVox as Exemplary, ranking fifth in the overall research with a 71.4% performance. LiveVox’s best performance came in Customer 
Experience at 79.8%, ranking fourth, due in part to its third-place ranking in TCO/ROI. In Product Experience, LiveVox placed sixth at 69.5% due to low performance in Reliability. LiveVox was designated a Leader in TCO/ROI. LiveVox fully participated in the RFI process.
LiveVox’s Product Experience was impacted by its 74.3% performance in Reliability, where it could look to enhance its current performance optimization capabilities. Customer Experience was impacted by its 75.8% performance in Validation, where it could better articulate its product roadmap.
LiveVox performed best in Customer Experience, notably in TCO/ROI, where its 83.9% performance was due to its strong focus on strategic value for current and potential customers. In addition, LiveVox’s above-average interaction routing led to its seventh-place ranking performance in Capability.
In the Agent Management Buyers Guide, our analysis classified LiveVox as a vendor of Assurance, ranking seventh in the overall research with a 71.4% performance. LiveVox’s best performance came in Customer 
Experience at 79.8%, ranking fifth, due in part to its third-place ranking in TCO/ROI. In Product Experience, LiveVox placed eighth at 69.2% due to low performance in Capability. LiveVox was designated a Leader in TCO/ROI.
LiveVox’s Product Experience was impacted by its 65.6% performance in Capability, where it could add real-time supervisor visibility into its agent desktop. Customer Experience was impacted by its 75.8% performance in Validation, where it could expand its product roadmaps to showcase more recommendations from current customers.
LiveVox performed best in Customer Experience, notably in TCO/ROI, where its 83.9% performance was due to its strong ROI tools and the widely available documentation summarizing strategic value. In addition, LiveVox’s documentation on business cases also led to its performance in TCO/ROI.
In the Contact Centers Buyers Guide, our analysis classified LiveVox as Exemplary, ranking fourth in the overall research with a 71.9% performance. LiveVox’s best performance came in Customer Experience at 79.8%, ranking
third, due in part to its third-place ranking in TCO/ROI. In Product Experience, LiveVox placed sixth at 69.9%. LiveVox was designated a Leader in TCO/ROI.
LiveVox’s Product Experience was impacted by its 74.3% performance in Reliability, where it could expand its methods to manage performance. Customer Experience was impacted by its 75.8% performance in Validation, where it could continue to show its customer commitment and success through use cases and customer stories.
LiveVox performed best in Customer Experience, notably in TCO/ROI, where its 83.9% performance was due to the demonstrated value from its investments in improving TCO/ROI, and the quality and resources provided to guide preparation of a business case. On the Product Experience side, LiveVox demonstrated strong capabilities in routing, analytics and automation. Features related to data management and integration with other tools also scored well.
This assessment was based on LiveVox, v. lv19 and was available in June of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
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