The tool is simple to use in so many ways. For a user, the tool is easy to navigate and find what you're looking for. As an author, the tool is easy to understand and develop for. I think the greatest advantage LivePro has is the support. I have never had a situaiton where I felt "left hanging" by the LivePro team and anytime I have had a question or an issue (which are rare), the team has been prompt at replying and being supportive. Their "S tier" level of support began before we even launched the tool. With the training from LivePro, our implementation was incredibly easy.

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.

It is extremely user-friendly for both the end user and authors/administrators. With innovative features and a fully customisable platform, it has everything you need to contain all of your processes and information in one location.