NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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Experience has been overall positive. They have thrived to meet our needs.
What do you like best about the product?
The flexibility that their system offers. Also, the experience with technical engineers familiar with the build of their products. They are able to help when called upon to correct any issues. The Customer Support Team is also very responsive. The liaison support from LiveVox is also great as they are able to put us in touch with the correct people to resolve any issues we have.
What do you dislike about the product?
Because the product is rather newer, there are some issues with looking forward and anticipating upcoming needs or potential issues that Call Centers may encounter.
What problems is the product solving and how is that benefiting you?
The biggest benefit has to be the ability for our Call Center to dial more of our inventory using HCI capabilities. This alone has increased our opportunities to reach out to our customers by 30%. That coupled with the open design of ADN as well as the way data is manipulated makes it easy to reach the correct poeple.
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
Livevox Dialing Portal
What do you like best about the product?
The ease of use and the product's flexibility allows for manageable implementations and easy management of the system. I also like how they are constantly improving features and proactively making updates that help manage compliance concerning ever-changing laws and calling restrictions.
What do you dislike about the product?
Some self-reporting limitations limit the ability to create custom reporting. They are great and can work with you to create any level of reports you require, but that comes with the sacrifice of speed sometimes.
What problems is the product solving and how is that benefiting you?
With a more focused calling strategy, LiveVox is helping us develop our call routing capabilities to improve customer experience by reducing the time it takes to reach the correct agent or department.
VERY convanent
What do you like best about the product?
able to overview discuss student's financial aid over the phone without them coming in to the campus
able to work from home
able to work from home
What do you dislike about the product?
There is nothing about the NICE phone I dislike, it is a prefect product for my company
What problems is the product solving and how is that benefiting you?
able to overview and package a student from home on student lunch breaks at work, student enroll and start the program of chorce
Easy to use and to understand, beginner friendly widget.
What do you like best about the product?
Practical, minimal, easy of use, a great feature to connect everyone, and of course WFO friendly.
What do you dislike about the product?
A bit too crowded. All information is packed in that tiny windows when trying to do something besides calls.
What problems is the product solving and how is that benefiting you?
By using the widget we fasten the process of helping those in need.
Recommendations to others considering the product:
Don't be afraid to pick up the phone, with NICE CXone, you only talk and the widget does the rest! Wonderfull!!!
Easy to use platform with superior product and customer service support!
What do you like best about the product?
The LiveVox interface is one of the most simple I have experienced in my years of using dialer equipment. Their account support is a step above the rest!
What do you dislike about the product?
At times it seems upgrade changes are moving too quickly to maintain solid integrity of the platform
What problems is the product solving and how is that benefiting you?
LiveVox's Analytics suite and AI integrations have allowed a more efficient and quality customer experience. We now have tools to improve and meet Client SLA's.
Livevox System Admin Review
What do you like best about the product?
The Support for new products and rollouts is excellent. The ease of use of the products and the flexibility of the products allow for easy implementations and easy management of the system.
What do you dislike about the product?
Some of the reporting and behind-the-scenes actions that need to occur could use better documentation, including rules between PDAS and Contact Manager. Re-generating custom reports is also an area of concern. Number of Scheduled Campaign Jobs is also a concern, we currently have more than 5 segmentations we would like to run.
What problems is the product solving and how is that benefiting you?
Routing calls based on skill allowed for smoother transfers as to not be transferring to a service. Segmentations, Contact manager, and the SFTP has allowed us to move from a 2-hour dialer upload process to an automated process. The benefits of this transition are less manual efforts being exhausted daily loading the dialer and taking out the human error that can always occur.
Recommendations to others considering the product:
Livevox has many product offerings; my recommendation is to explore those options and continue to grow your Call Center based on its current needs. Many product offerings take time to roll out but having a plan for the rollout and doing plenty of testing allows for a smooth transition to the new products.
Vice President of Workforce Management
What do you like best about the product?
The technical account team is amazing and goes out of their way to find solutions for our business problems. The product also continues to evolve and is keeping pace with industry trends.
What do you dislike about the product?
They continue to refine and modify reporting which will solve my pain points.
What problems is the product solving and how is that benefiting you?
Livevox has helped improve our agent and customer experience while reducing our costs.
A great dynamic product that offers so much to our call center
What do you like best about the product?
I like that they make the product end user friendly
What do you dislike about the product?
At times the lack of communication from support is frustrating
What problems is the product solving and how is that benefiting you?
Livevox's HCI solution was a game changer, contact rates jumped dramatically
Recommendations to others considering the product:
You'll love all the functionality that Livevox has to offer.
Great Customer Service
What do you like best about the product?
I am very pleased with the customer service experience and the genuine attention paid to high priority issues
What do you dislike about the product?
The ONLY minor issue I have is not feeling comfortable, at times, with certain "self-service" issues.
What problems is the product solving and how is that benefiting you?
Currently, there are no issues. Livevox is 100% willing to assist with any issues.
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