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Monthly
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LiveBank
Basic10$ per user
per month8$ per user
per monthNumber of users: 1-20
Buy now-
Basic communication module
-
Basic case-based management
-
Basic workflow management
-
Security and compliance
-
Basic reporting and analytics
-
Audio and Video
-
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LiveBank
Customer Support20$ per user
per month15$ per user
per monthNumber of users: 10 – unlimited
Buy now-
Full communication module
-
Full case-based management
-
Advanced workflow management
-
Full security and compliance
-
Full reporting and analytics
-
Audio and Video
-
Process creator
-
- Check details
LiveBank
Sales30$ per user
per month20$ per user
per monthNumber of users: 10 – unlimited
Buy now-
Full communication module
-
Full case-based management
-
Advanced workflow management
-
Full security and compliance
-
Full reporting and analytics
-
Audio and Video
-
Process creator
-
LiveBank Enterprise
Contact us for a custom quote tailored to your needs.
The enterprise-class solution trusted by global banks
Full comparison
Check the features offered in particular plans and choose the one that best suits your needs.
- client application embedded in internet banking pages; it enables the contact between a client and the bank in a widget or popup window
Website
Basic
Customer support
Sales
- Mobile SDK for iOS and Android to embed LiveBank into the bank’s app
Mobile app
Basic
Customer support
Sales
- LiveBank-supported phone calls – an agent can receive calls in the app
TNG
Basic
Customer support
Sales
- LiveBank-supported e-mails – additional communication channel in the app
E-mail
Basic
Customer support
Sales
Channels
- a client may contact the bank anonymously without logging into the banking system; this option also enables the prospects to contact the bank
pre-login clients
Basic
Customer support
Sales
- a client may contact the bank after logging into the banking system client data is extracted from the banking system and forwarded to the agent; interactions history is stored and available to both clients and agents
post-login clients
Basic
Customer support
Sales
- client login during an ongoing conversation
client authentication during the interaction
Basic
Customer support
Sales
- client-initiated communication
inbound communication
Basic
Customer support
Sales
- communication initiated by an agent who selects a person from a client list or interaction history
outbound communication
Basic
Customer support
Sales
- the history of conversations with an authenticated client is available to the client and agent even after the interaction has ended or during a subsequent interaction
conversation history
Basic
Customer support
Sales
- possibility of conducting a conversation in parallel on multiple client or agent devices
seamless switch between devices
Basic
Customer support
Sales
- user information (e.g. device, start page), basic personal details of logged in clients
client data
Basic
Customer support
Sales
- possibility to embed a client application widget on many subpages on a website; a client can move between subpages without interrupting communication
multiple pages support
Basic
Customer support
Sales
- graphic information about chat message delivery, and read status
message status
Basic
Customer support
Sales
- customer satisfaction survey after the case is closed
customer satisfaction follow-up survey
Basic
Customer support
Sales
- a question to evaluate agnet’s performance during the conversation
agent evaluation survey
Basic
Customer support
Sales
- informing users about a new event in the app, e.g. a new message
push notifications
Basic
Customer support
Sales
- file transfer between agents and clients
files exchange
Basic
Customer support
Sales
- links and files prepared by an administrator to facilitate communication with a client
predefined links and files sharing
Basic
Customer support
Sales
- possibility to redirect a chat/audio/video conversation to another agent without interrupting the conversation
transfer
Basic
Customer support
Sales
- conducting conversations with several clients or advisors at the same time
conference
Basic
Customer support
Sales
Communication
- possibility of managing users in the system
unified staff management
Basic
Customer support
Sales
- automated assignment of calls to particular agents to optimize the workload and quality of service
smart routing
Basic
Customer support
Sales
- possibility to create different customer support segments
line of business separation
Basic
Customer support
Sales
- creating teams of agents managed by a supervisor
team organization
Basic
Customer support
Sales
- an agent can chat simultaneously with several clients
multi-chat
Basic
Customer support
Sales
- API for integration with external routing
external routing API
Basic
Customer support
Sales
- possibility to set working hours, a client can leave a chat message anytime, but an agent will answer during working hours
working hours configurator
Basic
Customer support
Sales
- module for planning and arranging meetings with clients
meeting scheduling
Basic
Customer support
Sales
- possibility to create roles and modify permissions
custom roles & permissions
Basic
Customer support
Sales
- manual management of the interaction queue
queue management
Basic
Customer support
Sales
Workflow management
- possibility of conducting a conversation with a client in real time on audio and video channel
supported audio and video
Basic
Customer support
Sales
- a two-way screen view sharing
screen sharing
Basic
Customer support
Sales
- possibility to change communication channels during interaction to facilitate faster case resolution
conversation upgrade
Basic
Customer support
Sales
- possibility to blur the background or set a virtual one
virtual backgrounds
Basic
Customer support
Sales
Audio and Video
- possibility to aggregate communication with a client on a given issue
case configuration
Basic
Customer support
Sales
- tracking case progress by posting an adequate status
case status
Basic
Customer support
Sales
- a module containing all historical client cases; enables case management and auditing interactions at different access levels
client cases archive
Basic
Customer support
Sales
- prioritisation of issues and sorting issues by priority
case priorities
Basic
Customer support
Sales
- adding internal notes to issues and pinning them as pending
notes and pinning
Basic
Customer support
Sales
- dealing with more than one client case at a time
multiple case handling
Basic
Customer support
Sales
Case-based management
- designing processes using a set of configurable steps
visual block process creator
Basic
Customer support
Sales
- a client goes through an automated process without agent assistance
automated process
Basic
Customer support
Sales
- agent-assisted process
availability of human support
Basic
Customer support
Sales
- verification of the automated process by an agent
additional verification
Basic
Customer support
Sales
Process creator
- possibility to use one of several predefined themes for client application
themes for client application
Basic
Customer support
Sales
- chat widget compliant with WCAG 2.1 Level AA; supports screen readers, keyboard navigation, and is continuously improved
accessibility compliance (WCAG AA)
Basic
Customer support
Sales
- possibility to create customised themes and assign them to LOBs
multi-brand customisation
Basic
Customer support
Sales
- client application in multiple languages depending on the LOBs configuration
multi-language support
Basic
Customer support
Sales
Application GUI Customisation
- automatic messages to be sent to a client when initiating a conversation; the text can be configured by a bank employee with appropriate permissions
customised greetings
Basic
Customer support
Sales
- predefined responses for agents to use in conversations with clients to speed up communication
canned responses
Basic
Customer support
Sales
- agents can add their canned responses to the set of available responses
agent’s canned responses
Basic
Customer support
Sales
- LiveBank application for agents is available in many languages
languages
Basic
Customer support
Sales
- verification and correction of typed text
spell-check & AutoCorrect
Basic
Customer support
Sales
- display of user status; possibility to manually change the status, e.g. agent unavailability during a break
availability status
Basic
Customer support
Sales
- graphic elements and text information about connection waiting time, and inactive or queued interactions
timers
Basic
Customer support
Sales
- a list of clients assigned to a given agent, retrieved through integration with online banking
assigned customer list
Basic
Customer support
Sales
Workflow optimisation
- secure communication with SSL encryption
SSL Encryption
Basic
Customer support
Sales
- secure data (files, recordings, chat, etc.) stored in the system by encrypting it with private keys
private key encryption
Basic
Customer support
Sales
- defining domains which can be used to connect to the bank
trusted domains
Basic
Customer support
Sales
- all data is stored on servers in a region where your bank operates
data center location
Basic
Customer support
Sales
- space available for storing historical files and recordings
history storage
Basic
Customer support
Sales
- chat messages, audio and video recordings
secure data & archiving
Basic
Customer support
Sales
- possibility of implementing the product in the bank’s cloud or on a LiveBank subscription basis.
private / Public Cloud
Basic
Customer support
Sales
- integration with the bank’s Active Directory
agent SSO
Basic
Customer support
Sales
- client login after integration with Banking SSO/ AD
client SSO
Basic
Customer support
Sales
- anonymisation of visible sensitive data
sensitive Information redaction
Basic
Customer support
Sales
- a system for scanning files exchanged between clients and the bank to eliminate threats to the system
antivirus for file sharing
Basic
Customer support
Sales
- history of key events in the system e.g. import of new agents, deletion of a LOB
audit logs
Basic
Customer support
Sales
Security and compliance
- basic statistics on agent performance (status times, number of tasks/interactions)
basic agent performance reports
Basic
Customer support
Sales
- real-time dashboard with agent performance data
LiveBank Advanced Analytics
Basic
Customer support
Sales
- real-time dashboard with agent performance data
real-time agent dashboard
Basic
Customer support
Sales
- real-time dashboard with KPI statistics for a supervisor
real-time KPI dashboard
Basic
Customer support
Sales
- real-time overview dashboard for a supervisor (queues, agent statuses, number of tasks/interactions)
real-time monitoring dashboard
Basic
Customer support
Sales
- KPI reports, e.g. SL, AHT, AR, ASA/FRT, FCR
KPI reports
Basic
Customer support
Sales
- reports on agent/team performance results
agent/team performance reports
Basic
Customer support
Sales
- reports concerning cases
cases reports
Basic
Customer support
Sales
- reports concerning tasks (interactions)
tasks reports
Basic
Customer support
Sales
- reports concerning clients
client reports
Basic
Customer support
Sales
- reports on agent/team performance results (e.g., an agent in the context of a team)
agent/team performance reports
Basic
Customer support
Sales
- API – basic reports (task execution, basic agent statistics)
basic reporting
Basic
Customer support
Sales
- API – advanced reports
advanced reporting
Basic
Customer support
Sales
Reporting and Analytics
- database of articles, instructions, manuals, etc.
knowledge base
Basic
Customer support
Sales
- contact with the LiveBank support team via a chat
support via Chat (8/5/365)
Basic
Customer support
Sales
- telephone and/or chat contact with the LiveBank support team
support via Chat or Phone (24/7/365)
Basic
Customer support
Sales
- high availability of the application as defined in an SLA
high availability
Basic
Customer support
Sales
- assignment of a contact person responsible for CS
Dedicated Customer Success Advisor
Basic
Customer support
Sales
- technical documentation API, integrations
API/Dev site
Basic
Customer support
Sales
- oboarding training for application users
product training
Basic
Customer support
Sales