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LiveAgent vs Dialing Innovations Call Center Application Suite Comparison

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Overview

Category Leaders

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

Dialing Innovations’ Call Centre Application is a predictive dialer and automated outbound calling tool for call centers,...

  • 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

Screenshots

Pricing

Starting from
$

15

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

10

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.7

5

4

3

2

1

734

245

23

5

0

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

4.8

5

4

3

2

1

11

3

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

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.
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.
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.

Pros

I found the people I interacted with to be helpful and very prompt. The product has been a big help to me and I believe increased my catering business.
The ability to manage multiple campaigns for different departments simultaneously has been easy and beneficial. This software has increased our productivity and workflow.
Great price for a quality service. Easy to set up and manage.

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.
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.
I've been looking across several platforms to get necessary functionality, all of them either were too expensive or too complicated to setup or missed necessary features.

Cons

Sometime we have to reset the equipment when theres no dial tone or cannot make call.
Initial setting is little time consuming and need little IT knowledge. Some time stop working and needs rebooting.
Set-up can be a little tough for a not technology oriented individual.
  • Vendor responds to reviews
  • Last review18 days ago
  • Vendor responds to reviews
  • Last review2 years ago

Key features

  • Total features190
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Anti Spam
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Indicator
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management
  • Campaign Planning
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Profiles
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Migration
  • Decision Support
  • Desktop Notifications
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Address Extraction
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • Forms Management
  • Fraud Detection
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • Hotkeys
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Lead Distribution
  • Live Chat
  • Macros/Templated Responses
  • Mail Merge
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Department/Project
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Open Database Design
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Procurement Management
  • Productivity Analysis
  • Progressive Dialer
  • Project Time Tracking
  • Quality Assurance
  • Queue Management
  • 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 Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Timesheet Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • URL Customization
  • Usage Tracking/Analytics
  • Video Chat
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features62
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Anti Spam
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Indicator
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management
  • Campaign Planning
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Profiles
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Migration
  • Decision Support
  • Desktop Notifications
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Address Extraction
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • Forms Management
  • Fraud Detection
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • Hotkeys
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Lead Distribution
  • Live Chat
  • Macros/Templated Responses
  • Mail Merge
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Department/Project
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Open Database Design
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Procurement Management
  • Productivity Analysis
  • Progressive Dialer
  • Project Time Tracking
  • Quality Assurance
  • Queue Management
  • 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 Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Timesheet Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • URL Customization
  • Usage Tracking/Analytics
  • Video Chat
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations56
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrationsN/A
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

LiveAgent vs. Dialing Innovations Call Center Application Suite

See how LiveAgent and Dialing Innovations Call Center Application Suite stack up against each other by comparing features, pricing, ratings, integrations, security & more.