NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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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.
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.
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.
LiveVox has great potential.
What do you like best about the product?
The monitoring tool for OPS, the ability to segment out accounts, create our own call flows, and generate dialing rules specific to client needs.
What do you dislike about the product?
Real-time reporting, SMS/Email limits for agent views as well as reporting are difficult to obtain, and not all data is coming over. PDAS lag on rules.
What problems is the product solving and how is that benefiting you?
Reporting on SMS/Emails
Recommendations to others considering the product:
Make sure client requirements are clear and have LV QA anything created internally.
Good but could be great
What do you like best about the product?
I love how easy it is to customize my own dash
What do you dislike about the product?
I feel like sometimes, when customizing a dash, it will glitch and not allow me to place an object on the screen where I would like it to be. Instead, it would be nice to place widgets wherever I like on the screen rather than having to fight the program auto-placing it.
What problems is the product solving and how is that benefiting you?
We are able to keep track of our incoming calls in queue as well as keep up on our agents' statuses in order to be sure everyone is utilizing their time according to company policy
Incontact review
What do you like best about the product?
The queue management and dashboards you can create.
What do you dislike about the product?
Loading issues that sometimes occur while loading different reports.
What problems is the product solving and how is that benefiting you?
It's helping to allow us to monitor our queues and help avoid unwanted dispositions our agents use.
Recommendations to others considering the product:
Utilize all the tools you have and educate yourself on things you don't know already in the system.
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.
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.
User Friendly, Detailed Data, Challenging Forecasts
What do you like best about the product?
The data reports are very useful. You can use an assortment of pre-built reports, or you can create nearly any kind of custom report that you might need.
There is great visibility with the dashboards both for agents and supervisors that allows you to see in real-time what is happening
There is great visibility with the dashboards both for agents and supervisors that allows you to see in real-time what is happening
What do you dislike about the product?
The WFM Forecasting tool can be a bit of a pain to use, especially for smaller contact centers. For example, our contact center is only open 12 hours a day, M-F, so it can be challenging to get accurate forecast information.
I also really dislike the way it assigns agent schedules in the shift bid process. There is not an easy way for agents to make sure they get a schedule that works for them, especially when we have a lot of part-time agents that are also college students.
I also really dislike the way it assigns agent schedules in the shift bid process. There is not an easy way for agents to make sure they get a schedule that works for them, especially when we have a lot of part-time agents that are also college students.
What problems is the product solving and how is that benefiting you?
We have solved a lot of our data visibility problems. We can look at agent-specific, call-specific, or general metrics that help us know how to improve. We have been able to identify problems and work to solve them thanks to the data we can look at or get from the reporting tools.
Recommendations to others considering the product:
If you have a flexible scheduling program for your agents, Nice CXone may not be the best option. NICE aims for need-based scheduling, so once you manage to create all of your different rules for PT/FT employees, it assigns schedules anywhere between 1-4 weeks at a time. This results in agent schedules that can change very frequently.
We rotate schedules every quarter; this gives agents some stability to know when they are working and allows them to plan ahead. If you are trying to retain employees, they usually do not like frequent changes in their schedules. NICE may not be your best option in that case.
The NICE Support team is also a bit slow to respond; it often takes over a week for issues to get resolved.
We rotate schedules every quarter; this gives agents some stability to know when they are working and allows them to plan ahead. If you are trying to retain employees, they usually do not like frequent changes in their schedules. NICE may not be your best option in that case.
The NICE Support team is also a bit slow to respond; it often takes over a week for issues to get resolved.
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