NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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External reviews are not included in the AWS star rating for the product.
New User/Administrator Requirements
What do you like best about the product?
Campaign creation and flexibility. Segmentation easy to use.
What do you dislike about the product?
Some documentation is hard to use and keywords for utilities and reports cannot be found in the Help functions. Report explanations and graphics displays are not well explained anywhere.
What problems is the product solving and how is that benefiting you?
Automated dialing to contact delinquent accounts.
Reliable productivity management
What do you like best about the product?
The integration of the platform allows for versatile live call monitoring as well as archive monitoring and scoring. Prebuilt reports allow fast data access. Of the few management platforms I have used - the inContact portion is great.
What do you dislike about the product?
The engage side can be clunky when setting up custom queries. The in-contact software needs refreshed roughly every 3 hours to ensure all functions stay available.
What problems is the product solving and how is that benefiting you?
Accurately grade customer interaction in real time or recorddd, for quality assurance. This allows us to better instruct and educate our employees when using a shared system.
Made my daily tasks more efficient.
What do you like best about the product?
The product's simplicity and adaptability are invaluable regarding deployment and system administration. In addition, I appreciate that they are continually working to improve functionality and provide proactive updates that make it easier to adapt to new regulations and call limits. Even though I was the one who initially caused the problem, LiveVox's customer service didn't mention it again. I appreciate their ability to respond to customer inquiries promptly.
What do you dislike about the product?
Due to self-reporting restrictions, there may be limitations on the freedom to generate one's own reports. They're fantastic and will help you to customize and create any reports you need, but their adaptability isn't always free.
What problems is the product solving and how is that benefiting you?
LiveVox enables us to refine our call routing capacities and improve our customer service by reducing the required time to connect with the appropriate agent or division. Even though the SMS product is still in development, we can now identify the applications that require it.
Fantastic Outbound Capabilities w/ Emerging Inbound Potential
What do you like best about the product?
LiveVox offers best-of-breed outbound capabilities that lend themselves well to any outbound environment. How they support outbound is truly unique, and any business that has a vested interest in rules management, compliance, or efficacy of outbound campaigns would see a significant return whilst leveraging LiveVox for their outbound efforts.
Their implementation team is fantastic, and we truly feel we have found a partner in LiveVox. They also offer competitive omnichannel capabilities that are all packaged into an easily navigated interface ultimately creating a very seamless user experience for non-voice agents.
Their implementation team is fantastic, and we truly feel we have found a partner in LiveVox. They also offer competitive omnichannel capabilities that are all packaged into an easily navigated interface ultimately creating a very seamless user experience for non-voice agents.
What do you dislike about the product?
LiveVox is actively addressing some product gaps that exist between competing telephony solutions that specialize in inbound. How skill-based routing is managed leaves much to be desired, and a few other more convoluted situations leave a likely fair impression which is; LiveVox has a lot of progress to make before they can meaningfully compete with other solutions that offer more robust out-of-the-box inbound capabilities.
What problems is the product solving and how is that benefiting you?
Our organization has been overburdened with regulation that prevents us from seeing the kind of outbound efficiencies we would prefer. LiveVox's unique dialing capabilities & robust reporting are enabling efficiencies not seen since the introduction of TCPA, and that has certainly been exciting.
Recommendations to others considering the product:
Be certain to validate LiveVox is capable of meeting your inbound call requirements, if applicable.
InContact Review
What do you like best about the product?
Nice is the best when it comes to getting inbound calls and transferring calls.
What do you dislike about the product?
The downside with Nice is you usually get this static line with the other party on the line
What problems is the product solving and how is that benefiting you?
I'm getting calls from customers with their concern. I realize such software is needed.
Recommendations to others considering the product:
To review how the software works and how easy it is to utilize.
Livevox is one of the best CC platform, built on strong foundation with collections expertise.
What do you like best about the product?
Advance in collection compliance, easy to operate and manage.
What do you dislike about the product?
CC features/functions are fragmented, need strong integration and are delivered via a common platform/user interface.
What problems is the product solving and how is that benefiting you?
collection compliance, TCPA dialing, payment IVR and integrated ACD and dialer functions to deliver complex CC and collections business operations.
Recommendations to others considering the product:
Livevox, a trusted partner with strong consultants & technical team solve complex solutions.
A Very Comprehensive tool
What do you like best about the product?
Feature-packed for varied use cases. Keeps up with regulatory changes.
What do you dislike about the product?
Ease of use of advanced features and detailed release notes for advanced features.
What problems is the product solving and how is that benefiting you?
Efficiency, Compliance.
LiveVox: Calling made simple
What do you like best about the product?
I like how easy it is to use once set up.
What do you dislike about the product?
Impacts of new product setups are unclear
What problems is the product solving and how is that benefiting you?
LiveVox helps guide us to staying compliant and keeps us safe in our calling.
good TAM assistance
What do you like best about the product?
versatile programming and flow chart mapping
What do you dislike about the product?
reporting that the team does,, there are always problems and incorrect data is quieried
What problems is the product solving and how is that benefiting you?
reporing problems, nothing major so far
LiveVox contains a comprehensive suite of tools for call centers and top notch customer support.
What do you like best about the product?
Responsiveness to issues and great communication from customer service. The system provides us with all the tools we need to run successful campaigns and restrict calling to meet complex regulations.
What do you dislike about the product?
There is a learning curve to searching within the system. Providing logs is not easy for the end-user to do on their own and requires them to follow very technical instructions.
What problems is the product solving and how is that benefiting you?
LiveVox provides a hosted solution with a team that monitors and supports the system. They are quick to respond to issues and rarely have problems which allows our IT staff to focus on other tasks.
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