NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Good system, but have had problems with recent upgrade to U13
What do you like best about the product?
Great help from Malisha when have questions or problems, she has been very helpful gathering the right personel when there are problems.
What do you dislike about the product?
Not always made aware of "known issues" with the system until there is a problem.
What problems is the product solving and how is that benefiting you?
VPN Connection and U13 platform issues. Agnts not able to stay connected and sometimes recieve a blank Agent Desktop Native screen. Alos, since the VPN change, we are unable to transfer files succesfully.
A replacement system...
What do you like best about the product?
We went from a phone system that had hardphones and softphones to just this website-based system. I would say that most of our people are not happy, but I don't think it' s an issue with Nice itself, but the way the company has it set up.
What do you dislike about the product?
I dislike that it is completely web-based and we have to have special things set up to still have a hard phone.
What problems is the product solving and how is that benefiting you?
I'm not certain as I'm not the admin of the system.
Nice CXone did the job, well done!
What do you like best about the product?
I like best. When it comes to the features, like the autodialer, the scheduled outbound calls and more
What do you dislike about the product?
For me, the interface or option to choose other theme color or templates
What problems is the product solving and how is that benefiting you?
The auto dial function. The business doesn't need to use a hard phone anymore. And for the leaders part, the wispering option is great especially during live monitoring.
Recommendations to others considering the product:
This tool will help your contact center or business to deliver impact to the entire customer journey
Very Informative application
What do you like best about the product?
I like the ability to see what the team is doing. I like the ability to monitor calls as they are happening.
What do you dislike about the product?
If I had to change one thing, it would be the constant updates.
What problems is the product solving and how is that benefiting you?
I am not solving a problem with LiveVox, I am being more efficient with LiveVox.
wonderful and great experience ever
What do you like best about the product?
made my work easy, helps me a lot to set up a call back
What do you dislike about the product?
I hope there is an option to disconnect the call when you receive an inbound call.
What problems is the product solving and how is that benefiting you?
For me, the most helpful feature of NICE CXone is the moment that you can save a callback note whenever you need it.
Recommendations to others considering the product:
I highly recommend the NICE CXone because it will help you make your work easier. Convenient and friendly user. You also have a lot of options to choose call disposition.
NICE CXone: Great Software
What do you like best about the product?
We can schedule a call, which we can maximize our time.
What do you dislike about the product?
I think the limited option for color template
What problems is the product solving and how is that benefiting you?
None so far, it's convenient to use
Recommendations to others considering the product:
I would suggest putting a "hang up option" every inbound call
Nice application
What do you like best about the product?
The view is slique and professional looking.
What do you dislike about the product?
Shortcut keys to end the call specially in case a ghost call has been received.
What problems is the product solving and how is that benefiting you?
No problems at the moment but it will be beneficial since it looks precise than the previous app that we use.
Recommendations to others considering the product:
I highly recomment this tool to all organization as it is very efficient.
Intermediate/ Advanced Excel Users Will Appreciate
What do you like best about the product?
The methodology is similar to Microsoft Excel.
What do you dislike about the product?
I am unfamiliar with the preset/preloaded metric naming conventions/ terminology.
What problems is the product solving and how is that benefiting you?
I'm pretty new to the LiveVox platform, so I've yet to solve problems per se; however, data processing seems to be much faster than Excel. Additionally, you can build different outputs relatively quickly.
LiveVox Administration is the main part of my day to day work.
What do you like best about the product?
Having a good LiveVox representative/ Technical Account manager to help us troubleshoot problems and find the best solutions is what I like best about LiveVox.
What do you dislike about the product?
I do not like how with every "upgrade" we seem to lose functionality. This loss of functionality is generally small changes to quality of life things, like losing the most efficient way to change niche settings.
What problems is the product solving and how is that benefiting you?
LiveVox is helping us to have visibility into the efficiency of our dialing stratgies through the use of readily available reports and products like Dashboards ( when it's working properly).
Recommendations to others considering the product:
Get ready to learn a lot of new things.
LiveVox has a great blend of usability and configurability, although troubleshooting can be slow
What do you like best about the product?
Almost every feature is configurable by the user, especially helpful for call flows and routing, and integration with internal or third party systems.
What do you dislike about the product?
Unfortunately when you have highly customized systems, troubleshooting issues can be nearly impossible. While I appreciate the customizability, the system doesn't always play well with the custom options it allows.
What problems is the product solving and how is that benefiting you?
With much trial and error we've managed to create a call center environment where we can optimize agent productivity and also truly target our operational strategies
Recommendations to others considering the product:
Really dig into the Configuration options, don't just roll with their out-of-the-box setup. With a little bit of learning and experimentation you can make the product do a lot.
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