Acadia vs. livepro Comparison


Acadia Epicor	livepro	+	+
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About Acadia is the Connected Worker Platform designed for Employee Productivity. Build employee capabilities, see returns across a spectrum of operational outcomes. Improvement efforts often fail because not enough investment is made to support employee adoption. Acadia helps you enable transformational change. With Acadia, you can improve performance by incorporating standardized work instructions, job aids, and execution accountability into daily tasks. You'll be able to: 1. Incorporate videos and images to support precision execution 2. Assign tasks to individuals, teams, and even across shifts 3. Gather feedback for continuous improvement 4. Assess employee skill proficiency, comprehension, and knowledge gaps for further training 5. Quantify individual and team performance in real time with dynamic skills matrices 6. Beat your goals in any part of the enterprise Acadia meets your team at the frontline, so your team can execute critical tasks accurately, every time.		About livepro is the perfect Knowledge Management solution for Customer Service/Experience - whether it be on the phone, behind the counter, in the field or customer self-service, livepro has the tools to improve cx scores, cut training times, improve compliance and boost staff engagement with confidence. livepro is purpose built Knowledge Management for Customer Experience. We focus on delivering answers to agents, not long complex documents. This is made possible by livepros powerful features like search and easy to follow process guidance. livepro requires next to no training and turns your agents into experts meaning staff confidence and customer satisfaction go up while AHT and training costs are cut down. Increase Customer Satisfaction by reducing AHT up to 25% and cutting transfers by up to 35%. Improved Staff Engagement and Induction-Training Periods cut by 50% or more. Improve Compliance & Risk with Authored Only Content & SOC Certified Secured Data.
Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported		Platforms Supported Windows Supported Mac Supported Linux Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Supported
Audience Manufacturing companies, frontline operators, continuous improvement teams, supply chain leaders		Audience Enterprises and companies in need of a customer experience knowledge management solution to connect with customers
Support Phone Support Supported 24/7 Live Support Not Supported Online Not Supported		Support Phone Support Supported 24/7 Live Support Supported Online Supported
API Offers API Supported		API Offers API Supported
Screenshots and Videos View more images or videos		Screenshots and Videos View more images or videos
Pricing No information available. Free Version Not Supported Free Trial Not Supported		Pricing Pricing scales with your team size and the advanced features you need. Reach out and we'll provide the price for the features your team requires. Free Version Not Supported Free Trial Supported
Reviews/Ratings Read all reviews		Reviews/Ratings Overall 4.8 / 5 ease 4.7 / 5 features 4.4 / 5 design 4.8 / 5 support 4.9 / 5 Read all reviews
		Pros & Cons from Real Users Pros Livepro has made such a difference in the day to day life of our Contact Centre agents - quick answers at their fingertips to help our clients. Some of the major highlights include: Announcements - no more emails cluttering the inbox and taking agents off the phone and into another system. The announcement function is fantastic to ensure we can communicate changes and links to relevant processes all whilst tracking who has read and acknowledged an announcement. This means our Team Leaders can have informed conversations with staff around keeping up to date. The ability to future date and end date these also means we are tailoring what our agents need to see and when. Feedback - this function is so easy for our agents to use whilst they are on a call, to identify any updates that are required to content. They receive automatic notifications whenever their feedback is responded to or closed out so they can keep track. We saw a 1,000% increase in knowledge object feedback in the first 3 months compared to our previous system which shows the early adoption and user engagement. Integration - We have adopted the integration with Genesys so that agents can quickly view information without needing to navigate away from their client interaction. Keywords have been automatically set up on the incoming IVRs to display relevant work instructions pertaining to the incoming call. Agents still have the option to navigate to the full livepro experience if they prefer. Authoring - the WYSIWYG editor function makes authoring really easy and there is the functionality to edit the css on a particular page for those who are a bit more clued in on this type of coding. Being able to create templates and styles to make content uniform across the site means we can ensure the content is consistent and easily digestible for our agents. It also means we can configure livepro to align with our branding. Support - livepro support is second to none. They are extremely responsive to all requests and are there to guide you through from beginning the journey to day to day support and improvement. Livepro is very user friendly for both the end user and authors. The team is always willing to help, however, their self-guided training and help site is extremely easy to follow and outlines everything you would need to create your knowledge management system. Livepro has so many possibilities on how to help your business. There is always something new we can add or develop on our knowledge management system. The awesome team are always there to help build our skills and make LivePro the best it can be for our business. They are always thinking ahead on how we can make our knowledge management better and easier for our users. After I attended a LivePro Forum, I’ve been given so made different ideas and the possibilities are truly endless. I love LivePro! The livepro Knowledge Management Platform stands out as an exceptional solution that delivers an unparalleled user experience and truly engages in strategic partnership with businesses. From its ease of use to its robust technology and outstanding support, livepro sets a new standard for knowledge management platforms. One of the most remarkable features of livepro is its logical interface for user, providing an intuitive and simple but meaningful layout for end users, content owners and administration functions. Users can quickly navigate through the platform, making it accessible to everyone in the organisation, regardless of their technical expertise. The platform's user interface and design are exceptional, ensuring a seamless and enjoyable experience for all users. Being an Australian-based company with onshore data protection ensures that businesses can trust livepro to safeguard their sensitive information. With data security becoming increasingly critical in today's digital landscape, partnering with a local team provides peace of mind and complies with data protection regulations. Livepro goes beyond being a typical Software-as-a-Service (SaaS) provider; it fosters strategic partnerships with its clients. The design and implementation team takes a personalized approach, listening to the unique needs of each client, rather than using a one-size-fits-all approach. This level of tailored attention ensures that businesses get a curated, purpose-built knowledge management tool that delivers answers, not just information. The platform's support team is exemplary, always available to assist and address any concerns promptly. This local support team ensures a quick and effective resolution of issues, strengthening the strategic partnership between livepro and its clients. Livepro also excels in providing after-market support, ensuring businesses are equipped with continuous improvements and the latest features. Their robust and evolving technology development roadmap ensures that clients are always at the forefront of knowledge management solutions. The integration capabilities of livepro with various web and other platforms further enhance its functionality, streamlining workflows and maximizing efficiency for businesses. The insights and reporting tools enable organisations to analyse performance and make data-driven decisions, driving world-class customer engagement results. Livepro has been a great support during our transition. They respond incredibly quickly to any issues. Cons There are very few things to dislike about livepro and all feedback and suggestions are taken on board to ultimately benefit the end user. Some of the administrator functions can be time consuming, such as setting up scopes and roles (user permissions and access) however this will be simplified in the new UI release in the coming months. There are only a few features that our company has picked up that might not necessarily work the way we had hoped. We have provided feedback on these features and the team are going above and beyond to work on these topics for us. There is so much to learn however I learn from practice. I can’t keep up with all the amazing changes as they come through however LivePro do a great job at communicating all the new and exciting things coming. The team make me feel so supported when I attempt to implement any new features. There is very little to not like, if anything at all. The livepro team highly encourage all users to influence the development and innovation roadmap which allows the platform to truly evolve with the needs of its users opposed to the needs of the developers, which is unique to livepro and helps it stand out from its competitors. There are a few features here and there we would have liked to have, but we can see they are growing and evolving and anticipate most will be added in future.
Training Documentation Supported Webinars Supported Live Online Supported In Person Supported		Training Documentation Supported Webinars Supported Live Online Supported In Person Supported
Company Information Epicor Founded: 1600 United States acadia-software.com		Company Information livepro Founded: 2001 Australia \| USA www.livepro.com
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Categories Connected Worker Supported Knowledge Management Supported Performance Management Supported Standard Operating Procedure (SOP) Supported Work Instructions Supported		Categories Call Center Supported Contact Center Knowledge Base Supported Customer Experience Supported Customer Service Supported Knowledge Management Supported Training Supported Work Instructions Supported
Knowledge Management Features Artificial Intelligence (AI) Not Supported Cataloging / Categorization Supported Collaboration Supported Content Management Supported Decision Tree Not Supported Discussion Boards Not Supported Full Text Search Supported Knowledge Base Management Supported Self Service Portal Supported Work Instructions Features Branding & Style Sheets Not Supported Content Management System Supported Drag and Drop Supported Dynamic Tags Supported Employee Feedback Supported Guide Approval Workflows Supported Media Editor Not Supported Multi-Brand Publishing Not Supported Rich Text Editor Supported SSO (SAML) Supported Translations Supported User Management Supported Version Control Supported Show More Features Performance Management Features 360 Degree Feedback Not Supported Compensation Management Not Supported Custom Rating Scales Not Supported Customizable Templates Supported Individual Development Plans Not Supported On-going Performance Tracking Supported Peer Appraisals Not Supported Review Cycle Tracking Supported Self Service Portal Not Supported Self-Appraisals Not Supported Skills Assessments Supported Weighted Performance Measures Not Supported		Knowledge Management Features Artificial Intelligence (AI) Not Supported Cataloging / Categorization Supported Collaboration Supported Content Management Supported Decision Tree Supported Discussion Boards Supported Full Text Search Supported Knowledge Base Management Supported Self Service Portal Supported Work Instructions Features Branding & Style Sheets Supported Content Management System Supported Drag and Drop Supported Dynamic Tags Supported Employee Feedback Supported Guide Approval Workflows Supported Media Editor Supported Multi-Brand Publishing Supported Rich Text Editor Supported SSO (SAML) Supported Translations Supported User Management Supported Version Control Supported Show More Features Customer Experience Features Action Management Not Supported Analytics Supported Customer Segmentation Not Supported Dashboard Supported Feedback Management Supported Knowledge Management Supported Multi-Channel Collection Supported Sentiment Analysis Not Supported Survey Management Supported Text Analysis Supported Trend Analysis Supported Customer Service Features Alerts / Escalation Supported Appointment Management Not Supported Call Center Management Supported Email Management Supported Knowledge Base Supported Live Chat Supported Performance Metrics Supported Queue Management Not Supported Self Service Portal Supported Social Media Integration Supported Surveys & Feedback Supported Virtual Assistant Supported Workflow Management Supported
Integrations ADP Enterprise HR Supported Genesys Cloud CX Not Supported Google Supported Microsoft 365 Supported Microsoft Entra ID Supported Microsoft Teams Not Supported NiCE CXone Mpower Not Supported SAP SuccessFactors Learning Supported Salesforce Not Supported ServiceNow Supported Slack Not Supported V-Person Not Supported Workday HCM Supported Zendesk Not Supported Show More Integrations View All 7 Integrations		Integrations ADP Enterprise HR Not Supported Genesys Cloud CX Supported Google Not Supported Microsoft 365 Not Supported Microsoft Entra ID Not Supported Microsoft Teams Supported NiCE CXone Mpower Supported SAP SuccessFactors Learning Not Supported Salesforce Supported ServiceNow Not Supported Slack Supported V-Person Supported Workday HCM Not Supported Zendesk Supported Show More Integrations View All 7 Integrations
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