What do you like best?
This software routes calls really well. Like, really well. You can tell it that you want to route calls to all kinds of dial points as well. You can route calls based on IVR's, you can route calls based on skillset, Liveops provides very in depth reporting for the active queue as well as allowing you to look at historic datapoints.
What do you dislike?
It doesn't always track time accurately when you are in different statuses in the phone panel. There are times when my colleagues and myself change status and it isn't reflected in the live dashboard, so it does impact operational awareness.
What business problems are you solving with the product? What benefits have you realized?
Liveops works incredibly well to route phone calls to a diverse call center based on skills, availability and even multiple queues. you can track the average hold times, average handle times, service levels, and agent availalbility easily.