livepro
#1 Knowledge Management System for Contact Centers
About livepro
livepro is a contact center knowledge management platform that delivers fast, accurate, AI-powered answers to agents and customers across multiple channels. It connects with existing customer service tools to surface a single source of truth from your organization's knowledge base. Used by enterprises since 2001, livepro emphasizes ease of authoring, security compliance, and high customer retention.
Pros & Cons
Pros
- Intuitive UX that lets non-technical staff author and maintain knowledge without code
- Strong role-based permissions and enterprise-grade compliance (SOC 2, HIPAA, COPC)
- Highly responsive support team that actively incorporates customer feedback
- AI overview search delivers contextualized answers from your closed knowledge base
- Purpose-built for contact centers with a reported 98% customer retention rate
Cons
- Search relevance can degrade if results aren't regularly maintained
- Advanced integrations with external data sources can require technical expertise
- Mobile experience and sidebar navigation can feel clunky
- Pricing is quote-only with no public tier amounts
- Limited content reuse across articles compared to some competitors
Key Features
Lightspeed Search
Fast, AI-assisted search that creates a single source of truth across your organizational knowledge.
AI Assist
AI-powered knowledge layer that delivers contextualized answers from your closed knowledge base, not just article links.
Customer Self-Service
Lets customers find direct answers through portals and channels instead of reading lengthy documentation.
Luna AI Voice Agent
Conversational voice agent that delivers human-like responses using your verified knowledge content.
The Rocket Answer Bot
Automated answer bot that surfaces approved knowledge instantly inside agent and customer workflows.
Integrations
Connects with Salesforce, Microsoft Teams, Slack, and other customer service and collaboration tools.
Open API
Deliver answers through almost any application via a flexible API layer.
Role-Based Permissions
Granular, customizable permissions and SSO to control who can access or edit knowledge.
Reporting & Analytics
Standard and customizable reports with the option to integrate external analytics packages.
Compliance & Security
COPC certified, HIPAA compliant, and SOC 2 Type II compliant for regulated industries.
Pricing
- Standard workflow
- AI-assisted search
- Standard reports
- The Rocket answer bot
- Announcements
- Everything in Flex
- Customizable reports
- Customizable workflow
- Single Sign-On
- Ongoing support by Knowledge Experts
- Fully customizable permissions
- Everything in Premium
- Advanced analytics integration
- Single Sign-On
- APIs
- Free out-of-the-box integrations
- Multi-channel self-serve options
Best For
Contact center agent enablement
Give agents instant, verified answers during live customer interactions to reduce handle time and training overhead.
Customer self-service portals
Surface approved knowledge directly to customers through web and chat channels to deflect tickets.
AI voice and chat automation
Power Luna voice agents and answer bots with a single trusted knowledge source for consistent responses.
Regulated industry knowledge management
Centralize compliant knowledge for healthcare, finance, and government contact centers needing SOC 2 / HIPAA controls.
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