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LiveAgent vs Dialpad Comparison
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Good recommendations?
Overview
LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live...
Dialpad is a cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony...
- 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 pricing info
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
27
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.
Their CS is super responsive and helpful. Easy to set up, value-cost is off the chain and has the all the right functionalities I needed.
Luis Carlos B.
You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.
Pros
We have found this to be a reliable phone service alternative to Vonage that we previously used. The price is right, the functionality is good, and we are pleased with the service.
Dialpad offers a number of comprehensive features that will suit most growing businesses needs, most important of which is the ability to take work calls from a personal cellphone.
Overall, I love the product. The ability to create dept's to assist in monitoring other employees has been exceptionally useful.
Cons
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.
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.
Cons
It took me more than 6 months to be able to transfer my number out. They can be very misleading and reject your transfer out requests even after you follow their strict procedures.
Every once in a while, there will be some choppy calls, which can be frustrating.
The software sometimes doesn't alert me when I have a call then automatically says I have missed the call.
Key features
- Total features177
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Assessment Management
- Assignment Management
- Audit Trail
- Auto-Dialer
- Automated Attendant
- Automated Routing
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Integration
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tracking Metrics
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Conversation Intelligence
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Alerts
- Email Distribution
- Email Management
- Email Monitoring
- Email Templates
- Email Tracking
- Employee Activity Monitoring
- Employee Directory
- Event Triggered Actions
- Fax Management
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Sales Teams/Organizations
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Goal Setting/Tracking
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Intent Recognition
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Meeting Management
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-User Collaboration
- Multiple Scripts
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Recording
- Onboarding
- Online Forums
- Online Voice Transmission
- Outbound Call Center
- PBX
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Power Dialer
- Predictive Dialer
- Prioritization
- Proactive Chat
- Procurement Management
- Progress Tracking
- Quality Assurance
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SIP Trunking
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Shared Inboxes
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Softphone
- Speech Recognition
- Speech Synthesis
- 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
- Training Management
- Transcripts/Chat History
- Transfers/Routing
- Two-Way Audio & Video
- Unified Communications
- Usage Tracking/Analytics
- Video Chat
- Video Conferencing
- Video Support
- Visual Analytics
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Voicemail Transcription
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Management
- Total features82
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Assessment Management
- Assignment Management
- Audit Trail
- Auto-Dialer
- Automated Attendant
- Automated Routing
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Integration
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tracking Metrics
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Conversation Intelligence
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Alerts
- Email Distribution
- Email Management
- Email Monitoring
- Email Templates
- Email Tracking
- Employee Activity Monitoring
- Employee Directory
- Event Triggered Actions
- Fax Management
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Sales Teams/Organizations
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Goal Setting/Tracking
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Intent Recognition
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Meeting Management
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-User Collaboration
- Multiple Scripts
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Recording
- Onboarding
- Online Forums
- Online Voice Transmission
- Outbound Call Center
- PBX
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Power Dialer
- Predictive Dialer
- Prioritization
- Proactive Chat
- Procurement Management
- Progress Tracking
- Quality Assurance
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SIP Trunking
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Shared Inboxes
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Softphone
- Speech Recognition
- Speech Synthesis
- 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
- Training Management
- Transcripts/Chat History
- Transfers/Routing
- Two-Way Audio & Video
- Unified Communications
- Usage Tracking/Analytics
- Video Chat
- Video Conferencing
- Video Support
- Visual Analytics
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Voicemail Transcription
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Management
Integrations
- Total integrations144
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations73
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
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