G2

Alyx L.

Operations Manager

Mid-Market (51-1000 emp.)

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

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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.