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Oracle Aconex vs LiveAgent Comparison

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Overview

Platform for digital project delivery and controls that connects teams to build the world.

Category Leaders

LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels, including...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

15

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

97

83

7

3

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.7

5

4

3

2

1

743

249

24

5

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

Pros

Flexible, intuitive, simplistic, encompassing, always refining and redefining and listening to the user and the client to ensure the best program for the best outcome.

VM

Virginia M.

It is a great way to track correspondence and documents. Mostly it is a good user interface with straight forward logical steps.

WW

Will W.

Best for traceability and sharing of large files. Very good customer support and works well with Aconex Field.

JG

Jack G.

Pros

They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.

VC

Vanessa C.

I've been using other services to manage support tickets and live interactions for years, and I just pulled the plug on those other services. This is an excellent product at an awesome price point.

LA

Landon A.

I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners.

aka r.

Cons

The one problem that is irritating is to log on every time one has to read any mail. To search for the e mail ID's of persons in the loop also takes a lot of time.

IR

Ian R.

Terrible performance - seriously hinders productivity during the day. Uploading files, loading correspondences and workflows load at snails pace and always unpredictable.

WW

Wenray W.

Since there are thousands of documents and emails, it is difficult for me to memorize everything.

Malith F.

Cons

The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.

Govind R.

Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.

DR

Daniel R.

Okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.

Matthew J.

  • Vendor responds to reviews
  • Last review4 months ago
  • Vendor responds to reviews
  • Last review10 days ago

Key features

  • Total features37
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Bid Management
  • Blended Call Center
  • Budget Tracking/Job Costing
  • Budgeting/Forecasting
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Order Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Commercial
  • Communication Management
  • Community Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contract/License Management
  • Contractor Database
  • Contractor Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Estimating
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • For AEC Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Portfolio Management
  • Prioritization
  • Proactive Chat
  • Procurement Management
  • Progress Tracking
  • Project Time Tracking
  • Project Tracking
  • Purchase Order Management
  • Qualification Tracking
  • Quality Assurance
  • Queue Management
  • RFI & Submittals
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recording
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Residential
  • Risk Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Management
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Subcontractor Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time Tracking
  • Timesheet Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features165
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Bid Management
  • Blended Call Center
  • Budget Tracking/Job Costing
  • Budgeting/Forecasting
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Order Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Commercial
  • Communication Management
  • Community Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contract/License Management
  • Contractor Database
  • Contractor Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Estimating
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • For AEC Industry
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Portfolio Management
  • Prioritization
  • Proactive Chat
  • Procurement Management
  • Progress Tracking
  • Project Time Tracking
  • Project Tracking
  • Purchase Order Management
  • Qualification Tracking
  • Quality Assurance
  • Queue Management
  • RFI & Submittals
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recording
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Residential
  • Risk Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Management
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Subcontractor Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time Tracking
  • Timesheet Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations13
  • Asana
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Zapier
  • Zendesk
  • Total integrations128
  • Asana
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Zapier
  • Zendesk