NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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NICE Deployment to Customer Service
What do you like best about the product?
The NICE deployment late last year had very few issues thanks to thier excellent project management staff and processes
What do you dislike about the product?
The transition to a new platform is always stressful
What problems is the product solving and how is that benefiting you?
Cost savings and removal of legacy hardware on the infrastructure side
Great robbust software
What do you like best about the product?
The user-friendly interface is great. Customer service is great. Great call quality. Great Feature set.
What do you dislike about the product?
Price it can get expensive if storing large amounts of call recordings.
What problems is the product solving and how is that benefiting you?
Better customer engagement and quality control. Reaching more customers.
Very solid, concrete data and easy user-friendly
What do you like best about the product?
I used to enjoy the supervisor mode in inContact - however, there was supposed to be a fix from last June. It would be super helpful to get that fixed so supervisors can live listen while an agent is taking a call without having to reset it after each call. I like best the ability to easily track reports.
What do you dislike about the product?
I dislike not having the supervisor mode fixed yet. We rely on that alot when training new hires. It works but we have to run back to our desks after each call or the connection is lost.
What problems is the product solving and how is that benefiting you?
Solves everything for us. WE dont use any other software around customer calls. We are able to queue up calls very easily with skills and can monitor SLAs as we set them up, with ease.
Connectivity and one stop for enterprise infrastructure
What do you like best about the product?
The applications connect safely and gradually, all while maintaining the vital enterprise infrastructure which is key to helping us.
What do you dislike about the product?
cost and fees associated with the product offering
What problems is the product solving and how is that benefiting you?
Provides cloud security and it adheres to the utmost industry standards
Smooth Experience with NICE CXone
What do you like best about the product?
The user interface is well designed, and easy for staff to learn and utilize.
What do you dislike about the product?
We had trouble with voice mail set-up and some phone interfacing.
What problems is the product solving and how is that benefiting you?
NICE is helping us to interact with our participant base, making for a much smoother and efficient experience for them.
Love InContact
What do you like best about the product?
The ease of use. It's easy to navigate and train.
What do you dislike about the product?
In all honesly, I can't pick anything I don't like. It's very uncomplicated.
What problems is the product solving and how is that benefiting you?
Auto-dialer. We spent years manually calling, and to not have that anymore makes a dream come true.
Excellent Product and Service
What do you like best about the product?
The LiveVox platform is both cutting-edge and easy to use. They've integrated all communication channels into one platform, allowing our business to service our consumers through any channel they prefer.
What do you dislike about the product?
We'd like to see more canned reports reflecting all KPI's.
What problems is the product solving and how is that benefiting you?
LiveVox continues to provide industry leading technology, which we leverage to communicate with consumers, drive our contact strategies, test new strategies, while remaining compliant with state and federal regulations.
Contact center Consultant
What do you like best about the product?
Simplified user interface no matter on what level you use CX One
What do you dislike about the product?
Reporting options can be a bit redundant
What problems is the product solving and how is that benefiting you?
There is high visibility into data and what the Agent is doing.
Easy to use and effective
What do you like best about the product?
I like IEX since this helps the agents to create the requests by themselves, the interface is great because you can see all the schedules in a timely manner, definitely better than other I had used along my career
What do you dislike about the product?
As of now, I have not seen all the weaknesses from IEX since it's not been too long since I started using it, when I was an agent everything was pretty accurate and changes were made in real-time
What problems is the product solving and how is that benefiting you?
Schedule problems, finances, shrinkage, and some others. Is also useful because the plotting process for the business becomes more efficient and the algorithm approves or deny by itself
My experience with Nice
What do you like best about the product?
Nice is very user-friendly, and it has very cool visibility of both real-time data and any historical reporting as well. It allows synchronizing scheduling with performance
What do you dislike about the product?
Although it has cool visibility, the different dashboards you can build are limited to whatever was considered in the software. It would be nice a little more flexibility there
What problems is the product solving and how is that benefiting you?
Nice is the main platform that holds all recorded data; it is beneficial for me as a WFM scheduler and Forecaster because I need to run many different types of analysis
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