About Live Agent
Live Agent is a customer engagement software from Verizon that provides live support to customers across various channels. It combines business solutions, contact center capabilities, and customer engagement tools to help organizations deliver responsive assistance. This platform supports real-time communication, multi-channel integration, and performance analytics for better customer service management. Live Agent facilitates immediate resolutions and increases customer satisfaction through timely support. Its Key capabilities: live chat multi-channel support analytics and reporting integration with existing systems customer feedback collection Best for: businesses that need to improve customer interaction and support efficiency.
Verizon Live Agent (VLA) is a robust digital engagement solution crafted by Verizon to meet the demands of modern customer service environments. It is designed to provide real-time, personalized interactions across a wide range of digital touchpoints, including websites, mobile applications, and messaging platforms. One of the most compelling aspects of VLA is its unified interface that empowers customer service agents to manage communications seamlessly from a single dashboard. This interface, although not described in visual detail, is positioned as intuitive and efficient, allowing agents to conduct conversations without switching between multiple systems. The design supports in-app engagement and fluid transitions between chat, voice, and even one- or two-way video, made possible by the platform's Web Real-Time Communications (WebRTC) foundation. This eliminates the need for costly telephony infrastructure, offering low-latency, high-quality communication that enhances both customer and agent experiences. Functionally, VLA goes far beyond traditional live chat solutions. One standout feature is its in-context data transfer capability, which ensures that customers don’t have to repeat themselves during an interaction.
Pros & Cons
- +Seamless Multi-Channel Integration: Provides consistent customer experience across web, mobile apps, and messaging platforms.
- +In-Context Data Transfer: Customers don’t need to repeat their history when switching channels.
- +Real-Time Engagement: Supports chat, voice, and one- or two-way video interactions.
- +Intelligent Escalation: Prioritizes and routes customer issues efficiently.
- +Cost-Effective WebRTC Technology: Uses internet-based communications instead of traditional telephony.
- +Integration with Virtual Agent: Allows smooth transition from automated support to human agents.
- −Potential Learning Curve: Businesses may require training to maximize the platform's capabilities.
- −Dependence on WebRTC: Requires stable internet connections for optimal performance.
- −Limited Details on Customization: Not much information on tailoring features for specific business needs.
- −Pricing Transparency: Clear cost breakdown isn’t readily available.
Features
Key features
- Multi-channel Customer Engagement
- Connects with customers across web, mobile apps, and messenger platforms through a single interface.
- Seamless Virtual to Live Agent Escalation
- Integrates with Verizon Virtual Agent for a one-click transition from automated interactions to human agents.
- Rich Media Interactions
- Facilitates chat, voice, and both one-way and two-way video conversations.
- In-context Data Transfer
- Passes customer data to agents, eliminating the need for customers to repeat information.
- Intelligent Escalation & Prioritization
- Configures the system to identify priority customers and route interactions efficiently.
Additional features
- Connect with Customers in the Right Places
- Enables engagement where customers prefer to communicate.
- Streamline the Customer Journey
- Creates seamless transitions between communication channels.
- Single, Fluid Conversation
- Allows customers to continue interactions across channels and agents without repeating themselves.
- Consistent Customer Experience
- Delivers uniform service across web, mobile apps, and messenger platforms.
- Personalized Assistance
- Helps agents provide tailored support at critical moments.
- Single Interface
- Agents use one unified interface for all communications.
- Web and App Infrastructure Integration
- Routes communications across your website and mobile applications.
- One-Click Connection to Human Agents
- Facilitates easy escalation from Virtual Agent to Live Agent via chat, voice, or video.
- Software as a Service (SaaS) Delivery
- Delivered as a cloud-based service.
- Web Real-Time Communications (WebRTC)
- Utilizes WebRTC for internet-based chat, voice, and video interactions.
- Agent Desktop Integration
- Can be integrated directly into the agent's existing desktop environment.
- Stand-alone Use
- Can also be used as a standalone application.
- Real-time Engagement
- Allows agents to connect with customers instantly.
- Multi-channel Delivery within Agent Desktop
- All communication channels are accessible from the agent's desktop.
- In-context Data Transfer
- Transfers relevant customer data to agents to prevent repetition.
- In-app Engagement
- Agents can connect with customers directly within their mobile applications without switching programs.
- Orchestrated Agent Availability
- System can be configured to prioritize certain customers or types of interactions.
- Intelligent Escalation
- Helps avoid customer roadblocks by ensuring interactions are serviced at the appropriate time and by the right agent.
- Integration with Verizon Virtual Agent
- Provides seamless escalation from automated to human agent interactions.
- Text, Voice, and Video Capabilities
- Supports multiple communication modes, including one-way and two-way video.
- Cost-effective Platform (WebRTC)
- Utilizes WebRTC for efficiency, contrasting with traditional telephony.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Live Agent
Live Agent is a customer engagement software from Verizon that provides live support to customers across various channels. It combines business solutions, contact center capabilities, and customer engagement tools to help organizations deliver responsive assistance. This platform supports real-time communication, multi-channel integration, and performance analytics for better customer service management. Live Agent facilitates immediate resolutions and increases customer satisfaction through timely support. Its Key capabilities: live chat multi-channel support analytics and reporting integration with existing systems customer feedback collection Best for: businesses that need to improve customer interaction and support efficiency.
Live Agent Details
Live Agent's In-App Market Place
Does Live Agent have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD ($), CAD ($), JPY (¥), CHF (CHF), CNY (¥), INR (₹), RUB (₽), BRL (R$)
Pros & Cons
- Seamless Multi-Channel Integration: Provides consistent customer experience across web, mobile apps, and messaging platforms.
- In-Context Data Transfer: Customers don’t need to repeat their history when switching channels.
- Real-Time Engagement: Supports chat, voice, and one- or two-way video interactions.
- Intelligent Escalation: Prioritizes and routes customer issues efficiently.
- Cost-Effective WebRTC Technology: Uses internet-based communications instead of traditional telephony.
- Integration with Virtual Agent: Allows smooth transition from automated support to human agents.
- Potential Learning Curve: Businesses may require training to maximize the platform's capabilities.
- Dependence on WebRTC: Requires stable internet connections for optimal performance.
- Limited Details on Customization: Not much information on tailoring features for specific business needs.
- Pricing Transparency: Clear cost breakdown isn’t readily available.
Live Agent's Support Options
Contact
+1 800-922-0204Live Agent's Alternatives
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