livepro

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.

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.

Overall: We no longer have lengthy word documents that are difficult to navigate, these have been replaced with easily searchable and digestible content that give our agents the answers they need to assist the client. The workflow function means we can have a clear governance in place to ensure our content is reviewed and maintained efficiently which is an essential part of our Contact Centre environment.

The reporting capabilities within livepro have enabled our Team Leaders to have effective conversations around following correct processes and keeping up to date with changes. They can monitor general staff usage and link specific access to content back to QA when required.

In addition, our ability to onboard new agents using livepro functionality has led to a reduction in the onboarding process and increased user engagement once they are actively taking client calls.

Pros: 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.

Cons: 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.

Overall: A really easy program to use with very innovative features that should suit almost any industry. Fully customisable for what you'll need and an amazing team helping behind the scenes to make sure everything runs smoothly.

Pros: 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!

Cons: 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.

Overall: I would recommend to anyone. The product is great for my team and business. The LivePro team are a dream to deal with! No need to look any further.

Pros: 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.

Cons: 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.

Overall: Livepro delivers more than just a knowledge management platform; it fosters overall benefit realization for businesses through cost to serve, reduction of training and induction timeframes, speed to competencies, communication and delivery of the right information, first time through simple and accurate search functions. The platform's user satisfaction and impact on operational efficiency lead to a positive return on investment.

Livepro is the knowledge management platform for businesses seeking a seamless user experience, exceptional support, and strategic partnership. With its Australian base and commitment to data protection, livepro is a reliable and trustworthy choice. Its tailored approach to implementation and continuous development roadmap ensures that businesses are equipped with the best possible knowledge management tool for their unique needs. Businesses can rely on livepro to deliver answers and achieve unparalleled customer engagement results, making it an invaluable asset for any organisation.

Pros: Livepro has been a great support during our transition. They respond incredibly quickly to any issues.

Cons: 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.

Overall: Our experience has been great. The support during out transition was invaluable and the weekly check ins have really helped us keep our heads in the game.

Pros: Versatility - Livepro is a highly versatile platform that is ever-evolving to exceed current and future needs in a quickly evolving digital world.
Agile - moving quickly in the market place to ensure simple interfacing and excellent end user experience

Cons: There is little to dislike, this is mainly due to the rapid pace the platform maintains to ensure it is market-leading and driving best practice operation.

Overall: Providing a simplistic end-user experience to enable access to the required information, knowledge, and reporting is key to our success. Livepro provides an easy-to-use administration and build/ architecture interface. This enables us to create, curate, and design the platform the way we need it to best support our business needs without having to rely on complicated development coding, etc.

Pros: Simple customizable content formatting. User-friendly navigation. The customer support service is excellent. Several resources to ensure your users get the details they need.

Cons: Search does not recognize common misspellings or offer relevant related results. You get a no content found message. You cant copy and paste images, you have to upload and insert. It would be great if you can just copy and paste.

Overall: Very happy with the platform. Content is easy to look at and create. The customer support service is excellent. Several resources to ensure your users get the details they need.

Pros: Livepro allows us to break down knowledge to allow agents to be able to find the answer they want quickly and not have to skim a document to find it. The platform is used globally in all our contact centers for agents, so they do not need to know everything they can trust that Livepro has the most up-to-date information available. After the implementation, we completed an ROI and found that as we anticipate that our average handle time would decrease and it did. We have more to tap into, we are just starting to think about how Livepro can replace our KM tool we use on our website.

Cons: We were challenged with reporting when we first started out, but I have to say, we teamed up with the LivePro group and they now have a great dashboard that we are using to publish all our stats, which documents are read the most, which ones are never, who is readying what, etc.

Overall: We are very happy with Livepro and what it continues to allow us to do for the agents. We are able to use different methods to present information, we have grown quite fond of their hubs and have aligned all our data to make it an easy click and the agent is in the right place, now just find the bit of information you need and you are off to serving the customer. Their rocket has taken very complex tasks with multiple paths and made it easier for the team through the use of their rocket.

Pros: I like the ability to provide information in different forms which helps our teams who learn differently succeed in understanding information they need to know. The system is also easy to use and create content on.

Cons: The only thing would be navigating around reports as sometimes it causes the system to crash.

Overall: Overall, I enjoy using livepro in my Knowledge Management role and it makes the teams job so much easier to provide the information required to our internal teams.

Pros: Livepro is a very easy program to use both as a user or when editing and creating new pages/tools. After having a large chunk of time without using it, I was able to navigate and create pages again in just a few hours.

Cons: Nothing comes to mind, watch this space.. or don't it's pretty great.

Overall: Love it. It's simple and very helpful in the workplace. I have been both a user and created/maintained pages for other staff to use. As a user I find Livepro to be the easiest program to navigate and find information. As a creator I find it almost effortless to edit and maintain pages.