NICE CXone Mpower
NICEExternal reviews
1,706 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Best Communication app
What do you like best about the product?
Easy to use application and interface, ability to communicate internally between colleagues, outbound and inbound calls. The ability to transfer calls between end-users.
What do you dislike about the product?
The idle timer seems to be inconsistent between users, and it seems to behave a bit differently from one to the other. From time to time, there are usage issues, and you have to restart the browser to use it again.
What problems is the product solving and how is that benefiting you?
I am using InContact to make QA reports and get usage reports from agents to see if they have logged in, in time and if they have been working the required amount of time.
Recommendations to others considering the product:
Easy to use for in-house reports.
First class omnichannel telephony vendor.
What do you like best about the product?
You can automate all essential features as long as you can automate a batch import file. The out of the box features, particularly for compliance, are unrivaled by competitors. The day-to-day operation and administration of the platform are top notch. The Customer and Account Support teams are very helpful and responsive.
What do you dislike about the product?
Scheduled Callbacks, Segementation, and Email/SMS. Systemic limitations to SCHEDULED CALLBACKS - features, agent UI/UX. The UI/UX for EMAIL and SMS [batch (aka mass) and individual]. The UI/UX for creating SEGMENTATION - particularly, it is very cumbersome to reorder the segments. (e.g., sometimes you click save and the order or the segmentation change does not change, plus it is super slow/clunky). We do not know when/why are calls are being blocked/SPAM - we need the system to tell us when a phone number is blocked/labeled and the reason - if possible. U-QM is like an unfinished product - with a lot of potential - but not in its current state.
What problems is the product solving and how is that benefiting you?
LiveVox enabled us to survive the global pandemic, allowing easy implementation/migration to a work from home model. The system mitigates risk for us - out of the box. Allows us to drive revenue & recoveries with less effort/cost.
The one stop shop to get all of your analytics needs done
What do you like best about the product?
I like that you can go in and create anything you are thinking of getting a report on. It's like Livevox is ten steps ahead of you. I do want to thank Brandon Kinlein and Aaron Easley for their time and patience in getting us familiar with the system
What do you dislike about the product?
There is not too much that I did not like about it. Once you go in and start playing around with all that it has to offer, the system will become easy to navigate towards your end goal
What problems is the product solving and how is that benefiting you?
I believe it has solved a lot of intricate details that we were looking for as far as getting down to an under-five second report that can tell us how many calls were incomplete during that timeframe
Recommendations to others considering the product:
I would recommend Livevox to anyone out there that is trying to deep dive into numbers with their team to get a better understanding of the daily intake. Play around with all that it has to offer, and you will not be disappointed.
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.
Amazing and excellent system
What do you like best about the product?
Almost everything specially the scheduling the different type of skills
What do you dislike about the product?
For some reasome there was a time that we are on call and it will automatic kicked you out and disconnected.
What problems is the product solving and how is that benefiting you?
Easy to check reports data and and track employee on their different type of skills
Recommendations to others considering the product:
This system is user friendly very easy to use and has excellent service
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.
A lot of Potential
What do you like best about the product?
The person(s) assigned to our account appear to care about our business' successes and failures.
What do you dislike about the product?
Omni channel solutions are not yet market-ready. Additionally, reporting (historical and real-time) are, at best, basic.
What problems is the product solving and how is that benefiting you?
From a voice channel perspective, we can effectively communicate with our customers.
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.
A replacement system...
What do you like best about the product?
We went from a phone system that had hardphones and softphones to just this website-based system. I would say that most of our people are not happy, but I don't think it' s an issue with Nice itself, but the way the company has it set up.
What do you dislike about the product?
I dislike that it is completely web-based and we have to have special things set up to still have a hard phone.
What problems is the product solving and how is that benefiting you?
I'm not certain as I'm not the admin of the system.
Nice CXone did the job, well done!
What do you like best about the product?
I like best. When it comes to the features, like the autodialer, the scheduled outbound calls and more
What do you dislike about the product?
For me, the interface or option to choose other theme color or templates
What problems is the product solving and how is that benefiting you?
The auto dial function. The business doesn't need to use a hard phone anymore. And for the leaders part, the wispering option is great especially during live monitoring.
Recommendations to others considering the product:
This tool will help your contact center or business to deliver impact to the entire customer journey
showing 231 - 240