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Compare LiveAgent vs Genesys PureCloud

What is better LiveAgent or Genesys PureCloud? With a wide range of features, pricing, terms, and more to compare, choosing the best Customer Support Software for your business is hard. However making use of our system, it is simple to match the functions of LiveAgent and Genesys PureCloud together with their general SmartScore, respectively as: 9.4 and 9.0 for overall score and 99% and 98% for user satisfaction.

You can also evaluate them feature by feature and find out which application is a more effective fit for your business. Keep in mind to ask for a free trial first prior to subscribing to see how the software works in real setting.

At the moment, the best products in our Help Desk Software category are: Zendesk, Freshdesk, Salesforce Essentials.

SmartScore™

OUR SCORE 9.4

User Satisfaction

CUSTOMER EXPERIENCE 99%

Pricing

Starting from $15

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

Ticket Management

  • Universal inbox
  • Ticketing
  • Hybrid ticket stream
  • Automated ticket distribution
  • Rules
  • Time Rules
  • Responsibility
  • Departments
  • Tags
  • Service-Level-Agreement (SLA)
  • Business hours
  • Contact groups
  • Contacts
  • Agents
  • Companies
  • Contact fields
  • Ticket fields
  • SPAM filters
  • Pause
  • Filters
  • Notes
  • Ticket/Customer insights (CRM)
  • Canned messages (Macros)
  • Predefined answers
  • Attachments
  • Email notifications
  • Agent collision detection
  • Agent ranking
  • Contact forms
  • Contact form gallery

Live Chat

  • Real-time chat
  • Proactive chat invitations
  • Chat button gallery
  • Chat invitation gallery
  • Chats overview
  • Chat history
  • Online visitors
  • Chat distribution
  • Real-time typing view

Social

  • Twitter
  • Facebook

Reporting

  • Analytics overview
  • Performance report
  • Agent ranking overview
  • Department report
  • Tag reports
  • SLA Compliance report
  • SLA Log report
  • Agent availability
  • Agent report
  • Channel report

Support Portal

  • Customer portal
  • Knowledgebase
  • Forum
  • Feedback & Suggestions

Gamification

  • Gamification
  • Rewards & Badges
  • Levels
  • Benchmarks and Leaderboards

Multilingual

  • 39 translations available
  • Language adaptable widgets

Pricing Info

The most popular option to get LiveAgent is through one of their SaaS plans, where you can purchase an annual subscription paid per month and per agent, and stop worrying about updating and maintenance (it is completely covered by the service provider). LiveAgent provides affordable and flexible pricing plans allowing you to choose a service level that will match your individual needs and budget.

All plans include 24/7 customer support and a great 14-day LiveAgent free trial that lets you try out all major features of the software before you’ve actually chosen the best plan for you. You won’t be asked to reveal any credit card information and sign up for the free trial is really simple.

The following paid plans are available:

Ticket Plan: $15/agent/month

  • Custom domain parking
  • E-mail support – Ticketing
  • Contact forms
  • Forum & Knowledge base
  • iPhone/Android app

Ticket + Chat – $29/agent/month 

  • Includes all features of the Ticket plan
  • Live Chat
  • Real-time visitors monitoring
  • Chat invitations
  • Feedback management

All-Inclusive – $39/agent/month

  • Includes all features of previous plans
  • Cloud Call Center
  • Facebook & Twitter integration
  • Call center support
  • Gamification

LiveAgent Enterprise for companies with large customer support needs available via quote request. On top of features, Enterprise includes VIP support and assistance and branding-free features.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

SolidTrust Pay, X-Cart, Random Solutions, E.ON

Integrations

LiveAgent supports integrations with the following business systems and applications:

  • AWeber
  • GetResponse
  • MailChimp
  • 2Checkout
  • Braintree
  • MagentoGo
  • Opencart
  • PrestaShop
  • 3dcart
  • Shopify
  • CS-Cart
  • Bigcommerce
  • Actinic
  • Fortune 3
  • Volusion
  • CoreCommerce
  • X-Cart
  • Adobe Business Catalyst
  • Wordpress
  • Joomla
  • Drupal
  • Weebly
  • Wix
  • GoDaddy
  • SquareSpace
  • Web.com
  • Express Engine
  • Highrise
  • Nicereply
  • Facebook
  • Twitter

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

LiveAgent is the winner of our 2018 Supreme Software Award. It is a complete customer and live support platform with chat for websites and all help desk features.

Company Email

support@liveagent.com

Contact No.

Company's Address

616 Corporate Way, Suite 2-3278
Valley Cottage, NY 10989

SmartScore™

OUR SCORE 9.0

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Starting from $75

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • ACD
  • Speech-Enabled IVR
  • Outbound Dialing 
  • Outbound Campaigns
  • Graphical Scripting
  • Workforce Management
  • Recordings 
  • Quality Evaluations
  • Speech Analytics
  • Supervisory Actions 
  • Reporting and Analytics
  • PureCloud for Altocloud
  • Data Integrations
  • User Profile Integrations
  • Native Mobile Apps
  • GDPR Compliance
  • HIPAA Compliance
  • PCI-DSS – Secure IVR
  • Audio Conferencing
  • Call Recording
  • Chat
  • Cloud IP PBX
  • Desktop Sharing
  • Directory
  • File Sharing
  • Group Ring, Hunt Groups
  • Inbound and Outbound Faxing
  • Unified Inbox
  • Video Calling 
  • Voicemail
  • WebRTC Softphone

Pricing Info

Genesys PureCloud offers pricing plans that are bundled depending on the features you require. In case you want to test out the platform before committing to a subscription plan, the vendor also offers a 30-day free trial option for your convenience.

PureCloud 1 – $75/agent/month (billed annually)

This package comes with all the essential functionalities to solve customer problems faster.

PureCloud 2 – $110/agent/month (billed annually)

This package comes with additional communication channels so it’s easier for customers to contact you. 

PureCloud 3 – $140/agent/month (billed annually)

This package provides all of the features that the PureCloud platform has to offer. 

PureCloud Communicate – $10/agent/month (billed annually)*

This plan only includes internal communication modules such as live chat, video chat, company directory, and document sharing. Do note that their rates are exclusive of minutes fees.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Vodafone, Princeton University, Bosch

Integrations

Genesys PureCloud can support a wide variety of CRM and HR integrations. Some of their partners include: 

  • Salesforce
  • Zendesk
  • Oracle Service Cloud
  • SugarCRM
  • Microsoft Dynamics 365
  • GSuite
  • OneLogin
  • Microsoft Active Directory
  • Federation Services

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Genesys PureCloud is a comprehensive contact center platform built to reinforce customer support efforts and optimize your workforce.

Company Email

info@genesys.com

Contact No.

Company's Address

2001 Junipero Serra Blvd
Daly City, CA 94014
USA

It may not always be sufficient to simply compare LiveAgent and Genesys PureCloud against each other. Although useful tools, pricing plans and customer reviews are all important and should be taken into account when making a final choice, you should also check out the recognition and awards won by each solution. Very often a less dominant software may turn out to be a good choice that was a winner of many industry awards such as our Supreme Software Award which shows that regardless of lesser market presence it’s a significant contender to the products that rule the market.

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