NICE CXone Mpower
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Senior Associate
What do you like best about the product?
Ease of use is my favorite part of LiveVox. Data collection from their LiveVox BI tool is nearly effortless, and it easily allows for manipulation from tables of data to graphs.
What do you dislike about the product?
Most often, I work with the collected from LiveVox. If our team comes across a question about the data and it takes some research for the LiveVox team to answer it, it has taken a couple of days which may slow us down momentarily, but this doesn't happen often.
What problems is the product solving and how is that benefiting you?
LiveVox has offered numerous benefits for us, but in my line of work, I have found one of the most significant benefits is using reports from LiveVox BI to identify areas of productivity for our agents.
Livevox is a mindset change for your Dialer Admins out there
What do you like best about the product?
It's so much more flexible and robust compared to our old dialer. You control everything from basic setup to messages to agent logins. No more calling into your current dialer provider and paying them to do it for you. You are in total control.
What do you dislike about the product?
I'd like to see a separate tab to keep SMS and email campaigns from being shown along with voice campaigns. It's picky of me, but it's a wish list item.
What problems is the product solving and how is that benefiting you?
We are doing internal SMS and email to customers ourselves rather than using a vendor. We can change those templates on the fly as needed. Huge time saver.
LiveVox has a great team supporting their products
What do you like best about the product?
I find the support level to be very good. They have been very good at providing expertise when needed.
What do you dislike about the product?
I find the complexity of options challenging, but I would expect this if any cloud-based dialing system.
What problems is the product solving and how is that benefiting you?
Our business need is targeted dialing of collection accounts, and LiveVox provides excellent tools to accomplish that.
Good HCI service and preview service
What do you like best about the product?
Can have an actual agent doing the clicking instead of it being auto dialed
What do you dislike about the product?
Livevox tends to hand off issues that customers have to 2-4 people before someone takes hold of it and start to work the issue
What problems is the product solving and how is that benefiting you?
At the moment I don't believe there is any issue. When attentive, LV does everything they can to make sure needs are met for customer
Livevox cares.
What do you like best about the product?
Being able to connect with our account managers and always having support.
What do you dislike about the product?
Not enough API functionality.
Would greatly appreciate if more core functions (create users) via API was available for example.
Would greatly appreciate if more core functions (create users) via API was available for example.
What problems is the product solving and how is that benefiting you?
Connecting with clients. It's great having the ability to email, call, and send sms all in one platform.
Livevox dialing system made easy
What do you like best about the product?
I like how user friendly the Livevox dialer is. All of the controls are at your fingertips. No need to jump from one app to the other. Also like the agent monitoring.
What do you dislike about the product?
One thing that I dislike is the reporting side of Livevox. Does not seem to have a lot of reporting options to pull the stats you are looking for. Also, don't like how customer care seems to pass the buck from one tech to another before a resolution is found.
What problems is the product solving and how is that benefiting you?
Currently solving dialing on different platforms with the Livevox dialer. Can integrate multiple calling strategies into one filter. We have been able to make more dials and easily manage what campaigns are dialed when.
Most Efficient Contact Center Software (so far from the ones I have tried)
What do you like best about the product?
Their software is integrating into the channels that we have seamlessly. We also find no trouble in managing multiple profiles of our employees all at once. The options that our employees have to navigate the entire GUI is straightforward.
What do you dislike about the product?
The only improvement that we would like to see is to allow my employees to have an interface where they can access our channels immediately. The settings and inputs they are making will automatically save, giving them ease of access the next time they log in. Even if the employees click the "Remember Me" button, the credentials do not save, and they are being required to change their passwords too often.
What problems is the product solving and how is that benefiting you?
We resolved the issue where our employees cannot access our contact center software easily because of its complexities. Still, with CXone, it no longer requires our agents to navigate it manually. It automatically gives them fast access through omnichannel routing.
Livevox Review
What do you like best about the product?
The simplicity of the product. It is nice to be able to be less hands-on with the navigation of the campaigns within HCI.
What do you dislike about the product?
The limited alerts when issues occur. For example, if there is a PDAS failure, there are no email alerts that go out and the status page does not reflect them.
What problems is the product solving and how is that benefiting you?
We are working to implement a work around within scheduled callbacks where we can systemically remove them from a file since they do not obey DNC treatment.
Recommendations to others considering the product:
This is good for a hands off approach to dialer campaign management. The system has nice controls in place to help keep within compliance. The canned reporting is helpful for a quick view of results. This is a nice product for team managers to keep an eye on their agents easily, review calls, and see performance of their teams.
LiveVox's solutions have made Nettel USA a far more efficient and profitable organization.
What do you like best about the product?
We have been using LiveVox for over 7 years. We started with dialing and inbound call management, which had an immediate and positive impact on our productivity. When BI became available, we were an earlier adopter and it has become an integral part of our operation. SMS was added roughly three years ago, and it too, has proven itself to be an effective method to drive revenue. SpeechIQ and Wallboards are our most recent additions and they have become integrated into our WFO processes.
What do you dislike about the product?
We tend to present LiveVox with significant challenges. On occasion, it has taken a long time for tech support to diagnose and solve issues. A more timely response to these issues would be helpful.
What problems is the product solving and how is that benefiting you?
We rely on high volume outbound dialing and SMS to produce out results. The LiveVox platform allows us to maximize the effectiveness of our manpower and drive revenue.
LiveVox For the Win!
What do you like best about the product?
I have used LiveVox for many years and have loved all the upgrades we've been through thus far. It is easy to monitor the queues on one screen and each team member to ensure proper productivity. The system is easy to navigate, and the self-service options make it a breeze to handle the day-to-day operations.
What do you dislike about the product?
When asking for assistance from customer care, the process can seem long and drawn out.
We tend to email back and forth several times before resolution; however, if we provide the additional information we know customer care will ask beforehand, it could save time and energy for both teams.
We tend to email back and forth several times before resolution; however, if we provide the additional information we know customer care will ask beforehand, it could save time and energy for both teams.
What problems is the product solving and how is that benefiting you?
LiveVox team members have taught me a lot about the system regarding fixing my issues before contacting them for help. Being able to fix my problems instead of reaching out for assistance has resulted in a quicker resolution for my company. It allows the LiveVox team to be able to focus on other customers and their concerns.
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