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Nice inContact Review
What do you like best about the product?
I like being able to have a support contact person assigned to us for bi-weekly meetings when we have questions.
What do you dislike about the product?
Submitting a ticket to support takes too long and generally is pretty unhelpful.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages.
What problems is the product solving and how is that benefiting you?
They are a call system that allows us to take calls which means we can reach more clients.
wonderful
What do you like best about the product?
they have managed to put multiple different ways of contacting us into one software. its like a one stop shop for all your needs.
What do you dislike about the product?
there isn't really anything that I dont like about NICE.
What problems is the product solving and how is that benefiting you?
We were able to get rid of all of our physical phones and start using the web which was useful and the call flow goes alot smoother with NICE
Great experience
What do you like best about the product?
Our company switched to InContact from a different company and we have seen some night and day differences when it comes to responsiveness and reporting. The supervising portion in particular has been extremely useful for assisting our support agents with calls.
What do you dislike about the product?
We have had a few system issues. InContact's support team works quickly to resolve issues, but it does seem that when something goes wrong it affects a huge portion of our team.
What problems is the product solving and how is that benefiting you?
Like I said previously, I've really enjoyed the supervisor portion. This helps me to assist my customer support agents when they're on a call. I can listen in and give the agent live feedback for difficult calls, or I can outright take over the call when necessary.
NICE CXone
What do you like best about the product?
The robust nature of their Salesforce CRM integration. This allows us to create seamless workflows for a better agent and customer experience.
What do you dislike about the product?
The Studio application is amazing if you have a group of technical administrators. This means that the learning curve for Studio is a bit longer than our other Telecom vendor's admin tools.
What problems is the product solving and how is that benefiting you?
We adopted NICE CXone and Salesforce as a replacement for a process that required seven separate systems to manage. This not only eliminated expensive services, it allowed for a better experience for agents and customers.
GOOD
What do you like best about the product?
Its features and its flexibility to make changes on real time basisS
What do you dislike about the product?
The speed of response was very poor and the pricing was not up to the serive provided
What problems is the product solving and how is that benefiting you?
Some of integrations we did with some of our clients software was very helpful
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.
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.
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.
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
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