Laivly Reviews & Product Details

Laivly is the company behind Sidd, a contact center AI platform that helps customer service organizations automate, assist, and analyze voice, chat, and email interactions through large language models configured using a company's own policies, procedures, and knowledge base. The platform, Sidd, is built for enterprise contact centers, business process outsourcers (BPOs), and customer experience teams that want AI-driven self-service, live agent support, and workflow automation to work together, rather than as separate tools. Sidd deploys within a company's existing contact center software and systems rather than requiring a platform migration, and each deployment is configured to align with a specific brand's contact drivers, compliance requirements, and operational goals. The platform is made up of four connected products that function together as the Sidd CX Ecosystem: --> Sidd Intercept is an AI voice agent that answers calls, determines a customer’s intent from the conversation and priority from connected account signals, and resolves questions directly using the company’s knowledge base. For work it can't resolve on its own, it calls on Sidd Solo to complete the transaction, or transfers it to a live agent running Sidd Duo—with the customer inquiry, relevant details, actions already taken, and reason for handoff already in view. --> Sidd Solo is a computer-use AI agent that completes defined, repeatable workflows end to end—such as order lookups, cancellations, refunds, and account updates—by using a company’s existing APIs where they exist, or by operating the same software interfaces a human agent would use where they don’t. --> Sidd Duo is an AI agent assist tool that supports live agents across voice, chat, and email with real-time call transcription, in-the-moment guidance and coaching, knowledge-base lookup, automated case-note generation, and response drafting. --> Sidd Studio is a no-code configuration and administration layer where operations teams manage agent guidance, user permissions, and connected knowledge sources, and includes built-in analytics covering contact trends, agent performance, and interaction quality. Because all four products draw on the same underlying knowledge base and configuration layer, a policy change made in Sidd Studio applies consistently across self-service, live-agent support, and automated workflows at the same time, rather than requiring separate updates in separate systems. Contact center leaders use Laivly's platform to reduce manual after-call work, increase the share of contacts resolved without a live agent, apply consistent compliance and quality standards across every interaction, and give agents real-time support without adding new software for them to learn. Laivly deployments include implementation and customer success teams that work with each client to scope use cases, configure the platform to align with existing systems and policies, train agents and administrators, and review performance after launch to refine configurations and identify additional use cases. Laivly is a privately held company headquartered in Winnipeg, Canada.

Seller

Laivly

Discussions

Laivly Community

Languages Supported

Arabic, Bengali, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Thai, Turkish, Ukrainian, Urdu, Vietnamese, Chinese (Simplified), Chinese (Traditional)

Solution Type

Best-of-Breed

Overview by

Angie Reiber

Value at a Glance

Averages based on real user reviews.

Time to Implement

4 months

View More Pricing Information

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Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

Originally submitted 12/9/2025

"Contact-Center Savvy and Helpful, but Releases Need More Polish"

4.5/5

What do you like best about Laivly?

I like that Sidd gives agents the answer right when they need it, especially on new accounts where they can’t memorize everything. You can tell Laivly is built by people who’ve seen how messy a contact center actually is, not just what looks good in a demo, and they listen to suggestions, which I appreciate. The reporting in GoodData is solid when I need to show clients proof, and it makes the value conversation way easier. Setup is pretty straightforward when the environment is clean. I have high conviction in the product. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

New versions come in before they’re stable, and I take it upon myself to explain them to Ops. I’ve had this issue with Compose and Ops Insight. The next challenge is proving the value, especially of Duo (Pro) features. Review collected by and hosted on G2.com.

Verified User in Alternative Dispute Resolution

Mid-Market (51-1000 emp.)

10/30/2026

"Laivly's Sidd: Lightspeed Speed to Green"

5/5

What do you like best about Laivly?

The Laivly tool I am most familiar with is Sidd. Laivly has been exceptionally responsive to feedback regarding Sidd, and integrating new and innovative features. In the relatively short time I have been using it (less than a year), I have seen iterative improvements that make life easier for front line agents. Laivly provides excellent support and is highly communicative, which has made adopting Sidd much easier than alternatives. I was initially skeptical of Sidd, but the performance has been such that the minimal training effort required for agents to utilize all its features is beyond justified. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

The only feature I would currently like to see in Sidd that isn't active (at least in the version I utilize) is the ability to open the articles it is referencing to provide answers within the "Ask Sidd" tool. Being able to open the articles through Sidd to allow for verification of information before sharing it with a customer would be amazing. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

Sidd greatly improves agent efficiency with its transcription features. Accurate and efficient note taking is one of the biggest challenges for new agents, and Sidd makes it a non-issue. New Hires are able to move directly from training to production with minimal friction in regards to case documentation, a skill that usually has an exceptionally long road to being highly proficient. Additionally, The "Ask Sidd" feature providing an integrated knowledge base with AI functionality that can provide fast, thorough, and connected answers minimizes the need for additional tools and can help agents quickly navigate knowledge gaps. Review collected by and hosted on G2.com.

Daniela B.

CSR Agent

Small-Business (50 or fewer emp.)

Originally submitted 5/14/2026

"Real-Time Call Scripting Boosts Communication"

4.5/5

What do you like best about Laivly?

I love that Laivly in my case SIDD picks up all the conversation and gives me real-time scripts that help me during my calls. It guides me when it's hard to understand and provides the main points for call notes. It's also been a great help at work for transcribing calls and helps me a lot to keep track of conversations and spellings. The initial setup was really easy to follow. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

Sometimes it doesn’t pick up words correctly. I’d also prefer it if it didn’t skip down while the call is active. At times it changes words, which can make things a little confusing. Review collected by and hosted on G2.com.

Response from Teresa Kiritsy of Laivly

Hi Daniela,

Thank you for sharing your experience. We love hearing that Sidd's real-time scripting and transcription make calls easier to navigate and help you engage conversations with greater ease and confidence. Your feedback on word recognition accuracy and screen scrolling during active calls is noted and genuinely useful for our team as we continue refining the experience. We're glad Sidd is making your job easier and we're committed to making your work experiences even better!

Verified User in Automotive

Mid-Market (51-1000 emp.)

9/29/2026

"Fantastic Support and Transparency from Laivly"

5/5

What do you like best about Laivly?

Laivly's accountability and willingness to assist in any way possible is fantastic. They are always open to new ideas and if something is not feasible, they explain everything in detail to ensure complete understanding. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

There are not many things to dislike about Laivly. The only thing that comes to mind is service or feature outages. These are expected in any software so this is not a surprise, but having the tool not be usable for any amount of time can be frustrating for the end user. Review collected by and hosted on G2.com.

Alyx L.

Operations Manager

Mid-Market (51-1000 emp.)

Originally submitted 7/23/2026

"Laivly’s Sidd Spark Boosts Agent Workflow and Customer Interactions"

4.5/5

What do you like best about Laivly?

What I love most about Laivly is how intuitively they solve real, day-to-day BPO pain points. Their team is doing incredible work building innovative, user-friendly solutions like Sidd Spark that directly address agent burnout caused by heavy multitasking and long post-call wrap-up times.

Integration was simple for both our leadership team and our agents, and we received personalized, consistent support throughout testing and onboarding. The Laivly team was always there to help us showcase the ROI of the Sidd Spark tool to our partners.

On a previous project, introducing real-time transcription and automated summaries with Sidd Spark not only drastically improved our productivity and helped alleviate issues raised in DSATs, but it also genuinely empowered agents to focus on high-value customer interactions instead of administrative strain. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

While Laivly delivered immense value, there was still room to improve. The biggest operational hurdles for agents were intermittent system instability—mid-shift freezes and unexpected logouts—and the need for stronger PII/payment masking so sensitive customer data is never transcribed.

We also wanted to expand multilingual capabilities. At the time, Spanish support didn’t have the transcription accuracy needed for consistent, reliable use. Finally, reducing summary 'hallucinations', where the AI notes occasionally fabricate details that weren’t mentioned on the call, while these were not frequent not having them as an issue would have cut down on the extra manual editing agents had to do, especially during busy periods. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

Implementing Laivly’s Sidd Spark fundamentally changed how our frontline support team handled live customer interactions. Instead of functioning as a passive tool, Sidd Spark became an active, real-time agent assistant that bridged the gap between complex workflows and fast, empathetic service.

We integrated Sidd Spark directly into our daily call flows to support high-volume customer touchpoints. By leveraging real-time transcription and generative AI capabilities, agents were unburdened from tedious manual documentation and could stay focused on the customer. In practice, our experience with the platform included automatically capturing conversation threads and generating structured, professional summaries immediately after contact.

To highlight the value Laivly brought to our project, here’s how operations looked before implementation versus after.

For handle time and case work, before Sidd Spark our agents spent extended minutes during and after calls manually constructing notes. That inflated AHT + ACW and delayed queue availability. After implementation, we saw significantly reduced AHT, and the automated transcription plus instantaneous summaries cut ACW wrap-up time to a fraction of what it had been.

Previously, consumers were frequently forced to repeat critical details (order numbers, account data) while agents manually searched across siloed tabs. Once we implemented Sidd Spark, the real-time data capture kept conversations fluid and noticeably minimized agent-to-caller tension.

When it came to policy and accuracy, before Sidd there was a high vulnerability to human error, missed policy nuances, and inconsistent verbal messaging during high-pressure interactions. With Sidd, the power is truly in your hands: the development studio gives you the capability to edit and launch RTGs based off your own Knowledgebase Articles or Key Words in a moments notice, helping us as a virtual safety net ensuring compliance, accuracy, and brand alignment.

In BPO, we all know how easily cross-team collaboration can become a bottleneck. Internal handoffs prior to Sidd Spark were slowed by fragmented, poorly formatted notes, which created confusion and friction during escalations. Post-implementation, clean, standardized, professional summaries have made multi-team escalations smoother and more transparent.

Overall, integrating Sidd Spark wasn’t just a technological upgrade—it was an operational shift for our team. By offloading manual note-taking and policy lookup to Laivly’s innovations, we empowered our agents to focus on what matters most: delivering empathetic, high-quality customer service. The measurable drops in Average Handle Time, combined with standardized cross-team handoffs and reduced caller friction, proved that Sidd Spark is an invaluable asset for driving frontline efficiency and boosting overall customer satisfaction. Review collected by and hosted on G2.com.

Response from Teresa Kiritsy of Laivly

Hi Alyx,

Thank you for this incredibly detailed and thoughtful review. We’re so glad to hear that Sidd Spark made a measurable impact on AHT, ACW, agent burnout, and cross-team handoffs! That’s exactly the kind of outcome we aim to deliver for BPO operations. Your feedback on system stability, PII masking, multilingual accuracy, and AI summary precision are all areas we're actively investing in, and when users like you share your experience, it helps us prioritize. We're grateful to partner with you and support your team's mission to deliver empathetic, high-quality customer service.

Kyra B.

Mid-Market (51-1000 emp.)

5/14/2026

"Streamlines Salesforce Integration, Minor Speed Hiccups"

4/5

What do you like best about Laivly?

I like Laivly's small and compact design. I appreciate that it integrates with Salesforce, the software we use. It's great that you can adjust it as needed, and there's on-the-spot support available for both myself and my agents. I also like the knowledge base, which is useful for terminology and helping with processes. When integrating new agents, Laivly makes handling the caseload easier by taking a lot of the navigation out of completing casework. The Salesforce integration is very helpful for moving through cases faster, which speeds up production and increases our service level. The initial setup was really easy, and training was straightforward and exciting because Laivly is a cute little tool. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

At present, the speed was a bit of an issue. The team does have fixes in place to kinda help with the speed, but, that was the only issue is that it just takes a lot of processing speed. Review collected by and hosted on G2.com.

Response from Teresa Kiritsy of Laivly

Hi Kyra,

Thanks for sharing your feedback! Knowing Sidd is helping your team work more efficiently with Salesforce, simplify onboarding, and speed up case handling is great to see because we know how important all that is for our users and we aim to please. We also understand the importance of performance. Our team is continually improving speed and responsiveness. Thank you, again, for your insights.

Verified User in Retail

Enterprise (> 1000 emp.)

7/24/2026

"Real-Time Knowledge Surfacing and Predictive Notes That Boost Agent Consistency"

5/5

What do you like best about Laivly?

The knowledge base surfacing is the standout! Agents get the right answer pulled up in real time instead of digging through three systems, and it slots into our legacy platforms without a rebuild. On top of that, predictive notes give us a cleaner, more consistent record of every call, and the dashboards give leadership real visibility into what the virtual agents are actually doing on calls, not just call counts. Yes, without much hesitation. Once you factor in the drop in handle time, faster onboarding for new agents, and the hours our QA team isn't spending chasing incomplete notes, it paid for itself faster than most tools we've brought in. I'd rather pay for this than keep absorbing the cost of agents fumbling through five systems to find one answer. Yes, without much hesitation. Once you factor in the drop in handle time, faster onboarding for new agents, and the hours our QA team isn't spending chasing incomplete notes, it paid for itself faster than most tools we've brought in. I'd rather pay for this than keep absorbing the cost of agents fumbling through five systems to find one answer. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

Transcription accuracy with our alpha numeric order numbers is the biggest gap. Occasional mis-heard details make it into the notes, so we still need to spot-check before we rely on them 100%. The misses are consistent, so that makes the spot-check easier. The tool is also demanding on some of our agent's machines, and we've had it disconnect mid-call maybe once a week, which can be disruptive for the agent. We'd also like to see deeper native CRM integration. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

Handle time and documentation quality were our two biggest pain points. Surfacing accurate answers faster has cut handle time noticeably, and because the notes are more complete and consistent, our case investigations move faster and onboarding new agents is easier and they hit the ground running with greater confidence. They're not learning the systems and the scripts at the same time. Review collected by and hosted on G2.com.

Response from Teresa Kiritsy of Laivly

Hi,

Thanks for sharing such a detailed review. We're thrilled that Sidd's real-time knowledge surfacing, predictive notes, and dashboards are delivering visible impact across handle time, onboarding, and QA. Your points on alphanumeric transcription accuracy, machine performance, and CRM integration are all on our radar, and we're actively working to close those gaps. We are happy to connect directly to learn more specifics. If you haven't already, please connect with your Laivly team so we can work through the details together.

[CLB] Alexander F.

CSR 1

Small-Business (50 or fewer emp.)

5/18/2026

"Fast, Simple Integration for Smarter Customer Interactions"

5/5

What do you like best about Laivly?

The fact that it provides all information from the contact and helps funnel everything into one section on my screen. It allows me to review anything that was mentioned in the call. It really does allow for a quicker and smarter interaction with the customer. I love the integration and simplicity into the system and how fast it works. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

It can be worked on as nothing is perfect, however I have no qualms. Review collected by and hosted on G2.com.

Response from Teresa Kiritsy of Laivly

Hi Alexander,

Thank you for this wonderful review! We're grateful to know Sidd is helping you bring everything into one place, move through interactions faster, and give you a reliable reference after every call. Hearing that it's making customer conversations quicker, more accurate, and smoother is exactly what we build toward. We appreciate you being a Laivly advocate!

Christian D.

Team Lead / Project Head

Mid-Market (51-1000 emp.)

10/10/2025

"How Laivly Impacts the performance of the agents."

5/5

What do you like best about Laivly?

SIDD is a highly user-friendly transcribing tool that agents use daily on every call, greatly enhancing the quality of customer support. Its implementation is straightforward, allowing teams to quickly integrate it into their workflows. With reliable customer support and seamless integration with existing systems, SIDD ensures smooth operation and efficient case management. Features like swift notes and case linking contribute to accurate and timely note-taking, making it an essential tool for agents who rely on it frequently throughout their workday. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

While SIDD offers a rich set of features that greatly enhance agent productivity, some users might find that exploring all its capabilities takes a bit of time. However, with the help of our very own SIDD task force, everything is going smoothly with the agents Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

SIDD greatly assists agents in managing their after-call work efficiently, allowing them to handle more phone calls and increasing the opportunity for positive customer surveys. By streamlining post-call tasks, SIDD enables agents to dedicate more time and focus to resolving customer concerns without the distraction of additional administrative work. Review collected by and hosted on G2.com.

Verified User in Telecommunications

Small-Business (50 or fewer emp.)

5/14/2026

"Cuts ACW with Clearer Notes, but Frequent Disconnects and Transcription Errors"

3.5/5

What do you like best about Laivly?

Transcript program allows us to reduce ACW while improving detailed note taking. Allows us to have a clearer picture when investigating cases Review collected by and hosted on G2.com.

What do you dislike about Laivly?

Program software is demanding on computers. Disconnects frequently. Transcript will not properly translate words, leading into incorrect information being displayed in notes Review collected by and hosted on G2.com.

Response from Teresa Kiritsy of Laivly

Hello,

Thanks for taking the time to share your feedback! We're glad to hear Sidd is helping reduce after-call work, improve note quality, and make case investigations more efficient. We understand the importance of efficiency and are happy with your experience in that regard. We also appreciate you highlighting the performance and transcription challenges. We are always refining our models to improve accuracy. Feedback like yours helps us continue improving the experience for agents every day.