NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Dialer Strategist
What do you like best about the product?
User interface is fairly straightforward and access to help documents on each page is great.
What do you dislike about the product?
Browser based can be laggy and unresponsive at times
What problems is the product solving and how is that benefiting you?
Using to provide outbound support to our business. Ability to manage outbound call flow.
Recommendations to others considering the product:
Establish point of contact early and make sure that you have access to support personal at all times. Follow up on tickets frequently
Positive experience so far with LiveVox as we've been using them for about 3 years.
What do you like best about the product?
Very responsive and down to earth customer service and account rep.
What do you dislike about the product?
Technical support is not always the most knowledgeable.
What problems is the product solving and how is that benefiting you?
IVR enhancements are the number one problems we are trying to solve with LiveVox's help. So far, we have been able to scale our IVR and portal to focus on two product lines with the knowledge that more are coming.
Recommendations to others considering the product:
Know the breakdown of how you would like the set up to be initiated as. For example, each LOB as a call center.
CMC Review
What do you like best about the product?
Multichannel solutions are an upside. Having a good account manager is awesome!
What do you dislike about the product?
Support process is very clunky and requires a lot of intervention on our part.
What problems is the product solving and how is that benefiting you?
We were able to blend inbound/outbound services to help solve for a large abandonment rate and this resulted in less complaints from patients and clients. We were able to solve for PCI compliance with secure payment capture.
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.
Personal Experience using Nice
What do you like best about the product?
friendly environment, very easy to use ii
What do you dislike about the product?
idle time for agent leg connection, color
What problems is the product solving and how is that benefiting you?
admin reports and monitoring of agents
Recommendations to others considering the product:
More colors to personalize the App according to its user
They need to implement changes and improvements to have more analytics resources in the tool.
What do you like best about the product?
The SpeechIQ platform is user-friendly and does not need extended periods of time for training. We also have good and friendly communication with the LiveVox personnel.
What do you dislike about the product?
Filter and analytical resources are very limited and the ones we have are not always insightful (Like the call drivers chart). Error 504 while processing the data is very frequent. Not having proximity operators to perform keyword searches is a big challenge and reduces the accuracy of the findings.
What problems is the product solving and how is that benefiting you?
Using the speech analytics solution we've been able to produce call categorization, identify trends quicker, and reduce the time of call scrubbing. Having a quick response time for the analytical requests is a big win in our business.
Recommendations to others considering the product:
The speech analytics platform offers solutions for different languages, difficult to find with other options. You won't need to spend a lot of time in training because the platform is friendly and easy to use.
Very Outdated
What do you like best about the product?
I like that the phone system can pop out onto a separate window, but apart from that, everything seems outdated.
What do you dislike about the product?
The format of it is not suitable; the navigation can be a little simpler. Big buttons to show what to do would be helpful.
What problems is the product solving and how is that benefiting you?
Answering calls is the problem I guess I'm getting solved. No really benefits that I have encountered yet.
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.
Consistent and Innovative
What do you like best about the product?
I have been using the LiveVox platform for many years and the support I receive is always consistent and thorough. The management and reporting tools are top-notch!
What do you dislike about the product?
There are so many features available; I find it challenging to keep up with the technology when it's not something my team uses frequently. I appreciate the webinars that display the new technology and features and think it's a good idea to have refreshers from time to time.
What problems is the product solving and how is that benefiting you?
My group is currently working through solutions for Reg F and have partnered with LiveVox to understand how our existing technology can assist. Additionally, we are reviewing a new add-on feature to understand the benefits.
Recommendations to others considering the product:
Take a close look at all the features available.
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