NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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LiveVox
What do you like best about the product?
LiveVox is user-friendly. The user hub provides documents that help with understanding the different components.
What do you dislike about the product?
The reporting tool needs to be more flexible with all of our data fields.
What problems is the product solving and how is that benefiting you?
We have started using SMS communication with our customers, and it is an excellent source to have.
It was super amazing and life changing
What do you like best about the product?
A lot of information and very detailed when it comes to reporting
What do you dislike about the product?
I think none so far we are still observing about the features
What problems is the product solving and how is that benefiting you?
Easy to track records. It's made my day more easier and good
Recommendations to others considering the product:
I informed them that Nice CXone is a user-friendly app and very detailed and satisfying. They do not regret using this app.
Great company with employees that want to help you achieve your goals
What do you like best about the product?
They excel at that they work with you to understand your goals and work with you to achieve them.
What do you dislike about the product?
They are not always the most efficient when it comes to troubleshooting issues.
What problems is the product solving and how is that benefiting you?
We initially have switched over to LiveVox to reduce our TCPA risk but have been able to add the SMS channel also.
Experience has been overall positive. They have thrived to meet our needs.
What do you like best about the product?
The flexibility that their system offers. Also, the experience with technical engineers familiar with the build of their products. They are able to help when called upon to correct any issues. The Customer Support Team is also very responsive. The liaison support from LiveVox is also great as they are able to put us in touch with the correct people to resolve any issues we have.
What do you dislike about the product?
Because the product is rather newer, there are some issues with looking forward and anticipating upcoming needs or potential issues that Call Centers may encounter.
What problems is the product solving and how is that benefiting you?
The biggest benefit has to be the ability for our Call Center to dial more of our inventory using HCI capabilities. This alone has increased our opportunities to reach out to our customers by 30%. That coupled with the open design of ADN as well as the way data is manipulated makes it easy to reach the correct poeple.
Overall Great Nice Experience
What do you like best about the product?
One of the most helpful features I found about Nice is being able to report issues of disconnect calls real time. It's very essential in our job to take as many calls as we can and having one disconnected can have a big impact. So being able to report it immediately can help us identify and fix the issue
What do you dislike about the product?
It's nice that we can change the color of the interface but It would be better if we can have more colors to choose from
What problems is the product solving and how is that benefiting you?
Most common problems are disconnect calls. The option to report them through Nice saves us much time and immediately fixes the issue
Recommendations to others considering the product:
This is definitely the best tool I have ever used in taking calls. It's user friendly and has a lot of features that helps us to be more efficient in doing our main task
Livevox Dialing Portal
What do you like best about the product?
The ease of use and the product's flexibility allows for manageable implementations and easy management of the system. I also like how they are constantly improving features and proactively making updates that help manage compliance concerning ever-changing laws and calling restrictions.
What do you dislike about the product?
Some self-reporting limitations limit the ability to create custom reporting. They are great and can work with you to create any level of reports you require, but that comes with the sacrifice of speed sometimes.
What problems is the product solving and how is that benefiting you?
With a more focused calling strategy, LiveVox is helping us develop our call routing capabilities to improve customer experience by reducing the time it takes to reach the correct agent or department.
VERY convanent
What do you like best about the product?
able to overview discuss student's financial aid over the phone without them coming in to the campus
able to work from home
able to work from home
What do you dislike about the product?
There is nothing about the NICE phone I dislike, it is a prefect product for my company
What problems is the product solving and how is that benefiting you?
able to overview and package a student from home on student lunch breaks at work, student enroll and start the program of chorce
Easy to use and to understand, beginner friendly widget.
What do you like best about the product?
Practical, minimal, easy of use, a great feature to connect everyone, and of course WFO friendly.
What do you dislike about the product?
A bit too crowded. All information is packed in that tiny windows when trying to do something besides calls.
What problems is the product solving and how is that benefiting you?
By using the widget we fasten the process of helping those in need.
Recommendations to others considering the product:
Don't be afraid to pick up the phone, with NICE CXone, you only talk and the widget does the rest! Wonderfull!!!
Easy to use platform with superior product and customer service support!
What do you like best about the product?
The LiveVox interface is one of the most simple I have experienced in my years of using dialer equipment. Their account support is a step above the rest!
What do you dislike about the product?
At times it seems upgrade changes are moving too quickly to maintain solid integrity of the platform
What problems is the product solving and how is that benefiting you?
LiveVox's Analytics suite and AI integrations have allowed a more efficient and quality customer experience. We now have tools to improve and meet Client SLA's.
Livevox System Admin Review
What do you like best about the product?
The Support for new products and rollouts is excellent. The ease of use of the products and the flexibility of the products allow for easy implementations and easy management of the system.
What do you dislike about the product?
Some of the reporting and behind-the-scenes actions that need to occur could use better documentation, including rules between PDAS and Contact Manager. Re-generating custom reports is also an area of concern. Number of Scheduled Campaign Jobs is also a concern, we currently have more than 5 segmentations we would like to run.
What problems is the product solving and how is that benefiting you?
Routing calls based on skill allowed for smoother transfers as to not be transferring to a service. Segmentations, Contact manager, and the SFTP has allowed us to move from a 2-hour dialer upload process to an automated process. The benefits of this transition are less manual efforts being exhausted daily loading the dialer and taking out the human error that can always occur.
Recommendations to others considering the product:
Livevox has many product offerings; my recommendation is to explore those options and continue to grow your Call Center based on its current needs. Many product offerings take time to roll out but having a plan for the rollout and doing plenty of testing allows for a smooth transition to the new products.
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