NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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LiveVox Review
What do you like best about the product?
The partnership with the account executive and the technical account manager is excellent.
What do you dislike about the product?
The time that it takes for their first level support to get back to you is daunting.
What problems is the product solving and how is that benefiting you?
LiveVox provides a calling platform that we know is protected by several successful legal defenses in court. Even though we're not a collection agency, as a creditor we still can enjoy the benefits of this protection.
My Nice incontact exoerience
What do you like best about the product?
One of the best features I like about Nice that we are able to schedule our outbound calls to our clients even we are on call.
What do you dislike about the product?
I have experienced a few disconnected calls but good thing about Nice is that we can report this immediately.
What problems is the product solving and how is that benefiting you?
Although we are experiencing diaconnected calls sometimes reporting it immediately avoids future problems.
Recommendations to others considering the product:
I definitely recommend Nice. It has a lot of features that are helpful to our industry.
Good system, but have had problems with recent upgrade to U13
What do you like best about the product?
Great help from Malisha when have questions or problems, she has been very helpful gathering the right personel when there are problems.
What do you dislike about the product?
Not always made aware of "known issues" with the system until there is a problem.
What problems is the product solving and how is that benefiting you?
VPN Connection and U13 platform issues. Agnts not able to stay connected and sometimes recieve a blank Agent Desktop Native screen. Alos, since the VPN change, we are unable to transfer files succesfully.
wonderful and great experience ever
What do you like best about the product?
made my work easy, helps me a lot to set up a call back
What do you dislike about the product?
I hope there is an option to disconnect the call when you receive an inbound call.
What problems is the product solving and how is that benefiting you?
For me, the most helpful feature of NICE CXone is the moment that you can save a callback note whenever you need it.
Recommendations to others considering the product:
I highly recommend the NICE CXone because it will help you make your work easier. Convenient and friendly user. You also have a lot of options to choose call disposition.
Intermediate/ Advanced Excel Users Will Appreciate
What do you like best about the product?
The methodology is similar to Microsoft Excel.
What do you dislike about the product?
I am unfamiliar with the preset/preloaded metric naming conventions/ terminology.
What problems is the product solving and how is that benefiting you?
I'm pretty new to the LiveVox platform, so I've yet to solve problems per se; however, data processing seems to be much faster than Excel. Additionally, you can build different outputs relatively quickly.
LiveVox has a great blend of usability and configurability, although troubleshooting can be slow
What do you like best about the product?
Almost every feature is configurable by the user, especially helpful for call flows and routing, and integration with internal or third party systems.
What do you dislike about the product?
Unfortunately when you have highly customized systems, troubleshooting issues can be nearly impossible. While I appreciate the customizability, the system doesn't always play well with the custom options it allows.
What problems is the product solving and how is that benefiting you?
With much trial and error we've managed to create a call center environment where we can optimize agent productivity and also truly target our operational strategies
Recommendations to others considering the product:
Really dig into the Configuration options, don't just roll with their out-of-the-box setup. With a little bit of learning and experimentation you can make the product do a lot.
LiveVox
What do you like best about the product?
LiveVox is user-friendly. The user hub provides documents that help with understanding the different components.
What do you dislike about the product?
The reporting tool needs to be more flexible with all of our data fields.
What problems is the product solving and how is that benefiting you?
We have started using SMS communication with our customers, and it is an excellent source to have.
It was super amazing and life changing
What do you like best about the product?
A lot of information and very detailed when it comes to reporting
What do you dislike about the product?
I think none so far we are still observing about the features
What problems is the product solving and how is that benefiting you?
Easy to track records. It's made my day more easier and good
Recommendations to others considering the product:
I informed them that Nice CXone is a user-friendly app and very detailed and satisfying. They do not regret using this app.
Great company with employees that want to help you achieve your goals
What do you like best about the product?
They excel at that they work with you to understand your goals and work with you to achieve them.
What do you dislike about the product?
They are not always the most efficient when it comes to troubleshooting issues.
What problems is the product solving and how is that benefiting you?
We initially have switched over to LiveVox to reduce our TCPA risk but have been able to add the SMS channel also.
Overall Great Nice Experience
What do you like best about the product?
One of the most helpful features I found about Nice is being able to report issues of disconnect calls real time. It's very essential in our job to take as many calls as we can and having one disconnected can have a big impact. So being able to report it immediately can help us identify and fix the issue
What do you dislike about the product?
It's nice that we can change the color of the interface but It would be better if we can have more colors to choose from
What problems is the product solving and how is that benefiting you?
Most common problems are disconnect calls. The option to report them through Nice saves us much time and immediately fixes the issue
Recommendations to others considering the product:
This is definitely the best tool I have ever used in taking calls. It's user friendly and has a lot of features that helps us to be more efficient in doing our main task
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