LiveAgent vs OrbusInfinity comparison

QualityUnit and Orbus Software are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #45, while Orbus Software is ranked #38. QualityUnit holds a 0.6% mindshare in ISM, compared to Orbus Software’s 0.6% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 100% of Orbus Software users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

400 Views
236 Comparison Views

100% willing to recommend

OrbusInfinity

Read 2 OrbusInfinity reviews

1,316 Views
250 Comparison Views

100% willing to recommend

LiveAgent

OrbusInfinity

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Executive SummaryUpdated on Nov 3, 2024

LiveAgent and OrbusInfinity compete in the customer service and enterprise solutions market. LiveAgent appears favorable for cost-conscious users due to its pricing and support, while OrbusInfinity might appeal to those seeking extensive features at a higher price.

Features: LiveAgent offers robust ticket management, live chat capabilities, and social media integration, making it effective for businesses needing a versatile customer service tool. OrbusInfinity provides business process management, enterprise architecture tools, and advanced analytics, targeting organizations with complex infrastructure needs and seeking a multi-functional platform.

Ease of Deployment and Customer Service: LiveAgent provides straightforward deployment with strong support for quick setup, ideal for smaller businesses. OrbusInfinity offers flexible, customizable implementation suited for larger enterprises but may involve a more complex process. LiveAgent's rapid assistance aligns with quick deployment, while OrbusInfinity's consultative support caters to larger enterprises.

Pricing and ROI: LiveAgent's competitive pricing and rapid ROI are appealing to small to medium enterprises seeking cost-effective solutions. OrbusInfinity, though with a higher upfront cost, promises long-term value and significant ROI for organizations investing in its extensive tools, beneficial for larger enterprises optimizing operations.

To learn more, read our detailed LiveAgent vs. OrbusInfinity Report (Updated: September 2025).

Buyer's Guide

LiveAgent vs. OrbusInfinity

September 2025

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Helped 869,566 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

LiveAgent

Ranking in IT Service Management (ITSM)

45th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (37th), Knowledge Management Software (26th)

OrbusInfinity

Ranking in IT Service Management (ITSM)

38th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Enterprise Architecture Management (16th)

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of LiveAgent is 0.6%, up from 0.3% compared to the previous year. The mindshare of OrbusInfinity is 0.6%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
OrbusInfinity	0.6%
LiveAgent	0.6%
Other	98.8%

IT Service Management (ITSM)

Featured Reviews

Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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Kenneth Igiri

Enterprise Architect at Ecobank Transnational Incorporated

Cost-effective, integrates with the Office tools, and allows us to articulate all entities across the enterprise on one platform

The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us. We've had some issues with the integration between Visio and iServer because sometimes the add-in that allows you to do that integration takes a lot of memory and then your Visio crashes. However, I've not experienced this issue for some time, so it was probably fixed in the recent version. Also, if I copy a large amount of data and I want to copy from one Visio file to another, I have had a case where it suddenly just closes Visio without saving. So, that integration could be more smooth. There should be ease of integration with other systems in our environment such as SysAid. I understand that there is an integration to ServiceNow, but we use SysAid. We need to be able to say that when there's an incident that impacts or requires a change in a particular component, ServiceNow or SysAid should be able to communicate to Orbus that this component is about to change. Similarly, when it comes to discovery or when a new architecture change has happened in the enterprise, we should be able to detect the change in the baseline Enterprise Architecture. There should be such advanced automation. The visibility of our models is limited to those to whom we have assigned licenses. I would've loved it if everyone in the organization could at least see the diagrams. The licensing should be there for those who need to make updates or changes.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Provides service level optimization."

"The most valuable feature was how the solution helped us to prioritize tasks."

"The most valuable features are mainly the reporting side of things and the dashboard."

"I like the integration with the Office tools such as Visio and Excel. The integration with Excel helped us to be able to upload data very easily. Integration with Visio helps us to be able to make changes once and have a centralized diagram. We don't have versions of the diagram. This integration with the Office tools is very useful."

Cons

"There are other products that are more popular."

"Connection to other softwares could be improved."

"The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us."

"We found a few issues with importing data and all the manipulation of data, especially when it came to the BI side of things because it utilized a particular template to be able to get certain reports. The user administrators could not manipulate it to get the right reports."

Pricing and Cost Advice

Information not available

"It was very cost-effective as compared to the other ones we evaluated. We spent about $20,000 per annum for support and license together. There was also an implementation fee at the beginning. I would rate it a nine out of ten in terms of pricing."

"The licensing is on a yearly basis. We currently work with a standard fee."

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Top Industries

By visitors reading reviews

No data available

Government

19%

Insurance Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

JIRA Service Management vs LiveAgent

Compared 48% of the time

Zendesk vs LiveAgent

Compared 30% of the time

Zoho Desk vs LiveAgent

Compared 22% of the time

More LiveAgent Competitors

LeanIX vs OrbusInfinity

Compared 20% of the time

iServer vs OrbusInfinity

Compared 19% of the time

ServiceNow vs OrbusInfinity

Compared 18% of the time

Sparx Systems Enterprise Architect vs OrbusInfinity

Compared 8% of the time

Ardoq vs OrbusInfinity

Compared 8% of the time

More OrbusInfinity Competitors

Product Reports

Buyer's Guide

Help Desk Software

September 2025

Download LiveAgent product report

Buyer's Guide

Enterprise Architecture Management

September 2025

Download OrbusInfinity product report

Overview

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

OrbusInfinity helps transformation teams cut through the complexity of technology-driven change. Our dashboards and collaboration platform help you track, create and capture value for a better future.
With an intuitive interface, you can get the right info at the right time and make better, data-driven decisions.
Reduce redundant technology, identify cost drivers quickly and free up resources for innovation.
Full transparency and control enable stronger regulatory compliance leading to less risk and more certainty in your outcomes.

Orbus Software

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Information Not Available

Buyer's Guide

LiveAgent vs. OrbusInfinity

September 2025

Free Report: LiveAgent vs. OrbusInfinity

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