NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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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.
Livevox Review
What do you like best about the product?
The simplicity of the product. It is nice to be able to be less hands-on with the navigation of the campaigns within HCI.
What do you dislike about the product?
The limited alerts when issues occur. For example, if there is a PDAS failure, there are no email alerts that go out and the status page does not reflect them.
What problems is the product solving and how is that benefiting you?
We are working to implement a work around within scheduled callbacks where we can systemically remove them from a file since they do not obey DNC treatment.
Recommendations to others considering the product:
This is good for a hands off approach to dialer campaign management. The system has nice controls in place to help keep within compliance. The canned reporting is helpful for a quick view of results. This is a nice product for team managers to keep an eye on their agents easily, review calls, and see performance of their teams.
A lot of features and decent functionality
What do you like best about the product?
the versatility of the app and portal but I wish we had more control of features on our portal so we weren't dependant on livevox so much to implement changes or additional features
What do you dislike about the product?
The support is difficult and there is considerable lag time when we report something and the delay is in the first 2 or 3 layers of support which is geared towards the end users we our are own admins and we need to be put to technical support right away
What problems is the product solving and how is that benefiting you?
High value app and portal with the recording and reporting we are able to track trends and use this info to better adjust our projectioned work flows based on this data along with the features with the ADN to make the agents more productive.
Review
What do you like best about the product?
Functionality / Flexability , portal layout. customer service.
What do you dislike about the product?
Would like to see the platform have more client control.
What problems is the product solving and how is that benefiting you?
Unlimited capacity of platform to address high call volume timeframes
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