NICE CXone Mpower
NICEExternal reviews
1,715 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Very Outdated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I like that the phone system can pop out onto a separate window, but apart from that, everything seems outdated.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.
Great product
What do you like best about the product?
Easy to use, quick to log in, and bright colors
What do you dislike about the product?
There is nothing to dislike; your company will love it.
What problems is the product solving and how is that benefiting you?
The benefit is that you do not have to be tech-savvy to use it.
Good HCI service and preview service
What do you like best about the product?
Can have an actual agent doing the clicking instead of it being auto dialed
What do you dislike about the product?
Livevox tends to hand off issues that customers have to 2-4 people before someone takes hold of it and start to work the issue
What problems is the product solving and how is that benefiting you?
At the moment I don't believe there is any issue. When attentive, LV does everything they can to make sure needs are met for customer
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.
This is a very handy tool and i rarely experience lag whenever im in a call
What do you like best about the product?
I like the clarity of the audio whenever i am in a call
What do you dislike about the product?
As of the moment, I cannot specify any features that i dislike.
What problems is the product solving and how is that benefiting you?
This application helps us save a lot of time by connecting to clients and addressing their concerns.
Recommendations to others considering the product:
Continue using NICE CXone and recommend to your friends and acquaintances as well
Livevox cares.
What do you like best about the product?
Being able to connect with our account managers and always having support.
What do you dislike about the product?
Not enough API functionality.
Would greatly appreciate if more core functions (create users) via API was available for example.
Would greatly appreciate if more core functions (create users) via API was available for example.
What problems is the product solving and how is that benefiting you?
Connecting with clients. It's great having the ability to email, call, and send sms all in one platform.
Livevox dialing system made easy
What do you like best about the product?
I like how user friendly the Livevox dialer is. All of the controls are at your fingertips. No need to jump from one app to the other. Also like the agent monitoring.
What do you dislike about the product?
One thing that I dislike is the reporting side of Livevox. Does not seem to have a lot of reporting options to pull the stats you are looking for. Also, don't like how customer care seems to pass the buck from one tech to another before a resolution is found.
What problems is the product solving and how is that benefiting you?
Currently solving dialing on different platforms with the Livevox dialer. Can integrate multiple calling strategies into one filter. We have been able to make more dials and easily manage what campaigns are dialed when.
Most Efficient Contact Center Software (so far from the ones I have tried)
What do you like best about the product?
Their software is integrating into the channels that we have seamlessly. We also find no trouble in managing multiple profiles of our employees all at once. The options that our employees have to navigate the entire GUI is straightforward.
What do you dislike about the product?
The only improvement that we would like to see is to allow my employees to have an interface where they can access our channels immediately. The settings and inputs they are making will automatically save, giving them ease of access the next time they log in. Even if the employees click the "Remember Me" button, the credentials do not save, and they are being required to change their passwords too often.
What problems is the product solving and how is that benefiting you?
We resolved the issue where our employees cannot access our contact center software easily because of its complexities. Still, with CXone, it no longer requires our agents to navigate it manually. It automatically gives them fast access through omnichannel routing.
showing 291 - 300