NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Made my daily tasks more efficient.
What do you like best about the product?
The product's simplicity and adaptability are invaluable regarding deployment and system administration. In addition, I appreciate that they are continually working to improve functionality and provide proactive updates that make it easier to adapt to new regulations and call limits. Even though I was the one who initially caused the problem, LiveVox's customer service didn't mention it again. I appreciate their ability to respond to customer inquiries promptly.
What do you dislike about the product?
Due to self-reporting restrictions, there may be limitations on the freedom to generate one's own reports. They're fantastic and will help you to customize and create any reports you need, but their adaptability isn't always free.
What problems is the product solving and how is that benefiting you?
LiveVox enables us to refine our call routing capacities and improve our customer service by reducing the required time to connect with the appropriate agent or division. Even though the SMS product is still in development, we can now identify the applications that require it.
Nice cxone allows us to serve our customers efficiently
What do you like best about the product?
It has a live chat, which allows us to keep in constant communication with our customers, also allows us to attend and make calls with VoIP connection, in addition to an automated routing of calls, which helps us to channel them efficiently, assigning them to the agent with more experience. It allows us to keep a history of each customer, to know and take into account every purchase they have had in the past with the company.
What do you dislike about the product?
One of the main problems we have faced is the configuration of the system and the migration of customer data, as it is a cumbersome and time-consuming process. Every time we create a new profile for a client, it takes us a lot of time to fill in spaces that the system considers important, if it would allow us to customize those entries, it would be a great help and would greatly improve the quality of our work and our time.
What problems is the product solving and how is that benefiting you?
It is an all-in-one software in terms of customer service, since it allows us to have communication through calls, emails, messages and more, in addition to being able to monitor the calls made and follow the interactions that we have from each communication channel. It also has surveys for customers, so we can improve relationships and customer service, knowing firsthand their requirements.
Recommendations to others considering the product:
This is one of the most complete customer service support programs we have used in the company. All of us agents have been able to work more efficiently, serve customers faster through the various channels and thus increase our customer base and sales. It is a program with such an intuitive interface that its learning curve is very low, which is why we highly recommend it.
Not Nice CX.. more like Terrible CX
What do you like best about the product?
Before signing the contract all was good and seemed like a great match. After signing the contract 3 weeks to get access to the portal and no support wahtsoever
What do you dislike about the product?
Terrible CX experience, for a ck.lany that claims to sell a CX solution ..is shocking how bad is their support..
What problems is the product solving and how is that benefiting you?
We thought it was going to solve our call center issues..
Worst Experience with A large company ever
What do you like best about the product?
They are pushing products that are not ready for Market. The Digital First Platform is a complete failure. There is nothing I like about CXone
What do you dislike about the product?
The tech support is terrible. The honesty from sales is not professional. They demoed an omni chanel product to us, and then gave us a contract for a different prodcut. I would look for a better partner.
What problems is the product solving and how is that benefiting you?
We have only created problems with this platform. We have been in implementation for over a year. We are likely going to end up in a legal battle over the product. Not a single problem has been resolved.
CXone SME
What do you like best about the product?
Functionality, Controls, Routing, Integrations, AI, QA, QM, WEM, UI
What do you dislike about the product?
Customer Service, Slow response times and cost
What problems is the product solving and how is that benefiting you?
Expanding CCaaS customer base, AI, Intelligent Routing, Integrations, Salesforce, API's
Brilliant customer service tool
What do you like best about the product?
It allows for great ways to pick up any behavioral related issues like agents that refuse calls, agents dropping calls, short calls and team leaders to live monitor
What do you dislike about the product?
Sometimes takes a little longer to load however this is a very minor issue and normally doesn't happen. It's a great platform and I don't have much to say thats bad.
What problems is the product solving and how is that benefiting you?
Managing performance and customer communication. This has brought me a 70 NPS score and great performance with the call center. It has really had a great benefit to myself and my team.
Recommendations to others considering the product:
For all that want excellent service please choose this platform
Overall Supportive, timeliness of completing requests can be improved
What do you like best about the product?
The staff is polite and overall insightful. The product is somewhat customizable.
What do you dislike about the product?
Timeliness of completing requests needs improvement. Releases of new versions are overpromised with ambiguous deadlines and when released several bugs are not tested thoroughly.
What problems is the product solving and how is that benefiting you?
Agent Productivity, Multichannel Communication, TCPA compliance.
Recommendations to others considering the product:
Explore their various products and consult with other businesses using those products to discuss any issues they are seeing.
Top listed Contact Center Solution - LiveVox
What do you like best about the product?
LiveVox is the only platform in today's market, which provides state-of-art Telephony solutions with the best Omni Channels to transform your old-style Contact Center to the latest and provide world-class services to your client and customers
What do you dislike about the product?
Less number of LiveVox users (companies) in India
Now, India is a outsource giant and the leader in the world, it requires more marketing strategies and a Sales team in Asia and India territory to widespread the LiveVox products
This will definitely help to all the clients and LiveVox as a group down the line
Now, India is a outsource giant and the leader in the world, it requires more marketing strategies and a Sales team in Asia and India territory to widespread the LiveVox products
This will definitely help to all the clients and LiveVox as a group down the line
What problems is the product solving and how is that benefiting you?
As a financial corporation, dealing in the mortgage industry, each call is an income call, can not miss a single opportunity to talk to our customers
With the help of smart IVR services and options, we are now able to engage our customers without losing them, "happy customers, more business"
With the help of smart IVR services and options, we are now able to engage our customers without losing them, "happy customers, more business"
LiveVox long time User/Admin/Advocate
What do you like best about the product?
Client Service has been getting better and better each year. In addition to improving their service, they've gotten better at listening to their user's ideas for new releases and enhancements.
What do you dislike about the product?
Sometimes the new releases feel like they're a bit "lite" on new features and enhancements. Also, some of the integrations they've done on recent partners or acquisitions seem to have taken a long time.
What problems is the product solving and how is that benefiting you?
LiveVox is our omnichannel contact strategy platform. We've gone from many diverant systems, to a one-platform, multi-channel (omni really) system that's integrated into our platforms to give us a "one view" of our customers.
Best Contact Center Software I've ever used!
What do you like best about the product?
Livevox is a user-friendly platform, I have worked for call centers for over 20 years and gone through several transitions from one platform to the next. I have to say that Livevox continues to exceed my expectations for providing a consistent, reliable and personalized experience.
What do you dislike about the product?
There is not a single downside to using Livevox, in my role, the software meets my expectations and my company's expectations.
What problems is the product solving and how is that benefiting you?
From my role in compliance, Livevox has created solutions to meet the increasing regulatory requirements for financial services providers. From Regulation F to call recording/data used in legal proceedings, they have helped me solve countless issues I simply would not have solved without using their technology and resources.
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