NICE CXone Mpower
NICEExternal reviews
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Senior Associate
What do you like best about the product?
Ease of use is my favorite part of LiveVox. Data collection from their LiveVox BI tool is nearly effortless, and it easily allows for manipulation from tables of data to graphs.
What do you dislike about the product?
Most often, I work with the collected from LiveVox. If our team comes across a question about the data and it takes some research for the LiveVox team to answer it, it has taken a couple of days which may slow us down momentarily, but this doesn't happen often.
What problems is the product solving and how is that benefiting you?
LiveVox has offered numerous benefits for us, but in my line of work, I have found one of the most significant benefits is using reports from LiveVox BI to identify areas of productivity for our agents.
Livevox is a mindset change for your Dialer Admins out there
What do you like best about the product?
It's so much more flexible and robust compared to our old dialer. You control everything from basic setup to messages to agent logins. No more calling into your current dialer provider and paying them to do it for you. You are in total control.
What do you dislike about the product?
I'd like to see a separate tab to keep SMS and email campaigns from being shown along with voice campaigns. It's picky of me, but it's a wish list item.
What problems is the product solving and how is that benefiting you?
We are doing internal SMS and email to customers ourselves rather than using a vendor. We can change those templates on the fly as needed. Huge time saver.
Personal Experience using Nice
What do you like best about the product?
friendly environment, very easy to use ii
What do you dislike about the product?
idle time for agent leg connection, color
What problems is the product solving and how is that benefiting you?
admin reports and monitoring of agents
Recommendations to others considering the product:
More colors to personalize the App according to its user
They need to implement changes and improvements to have more analytics resources in the tool.
What do you like best about the product?
The SpeechIQ platform is user-friendly and does not need extended periods of time for training. We also have good and friendly communication with the LiveVox personnel.
What do you dislike about the product?
Filter and analytical resources are very limited and the ones we have are not always insightful (Like the call drivers chart). Error 504 while processing the data is very frequent. Not having proximity operators to perform keyword searches is a big challenge and reduces the accuracy of the findings.
What problems is the product solving and how is that benefiting you?
Using the speech analytics solution we've been able to produce call categorization, identify trends quicker, and reduce the time of call scrubbing. Having a quick response time for the analytical requests is a big win in our business.
Recommendations to others considering the product:
The speech analytics platform offers solutions for different languages, difficult to find with other options. You won't need to spend a lot of time in training because the platform is friendly and easy to use.
Very Outdated
What do you like best about the product?
I like that the phone system can pop out onto a separate window, but apart from that, everything seems outdated.
What do you dislike about the product?
The format of it is not suitable; the navigation can be a little simpler. Big buttons to show what to do would be helpful.
What problems is the product solving and how is that benefiting you?
Answering calls is the problem I guess I'm getting solved. No really benefits that I have encountered yet.
LiveVox has a great team supporting their products
What do you like best about the product?
I find the support level to be very good. They have been very good at providing expertise when needed.
What do you dislike about the product?
I find the complexity of options challenging, but I would expect this if any cloud-based dialing system.
What problems is the product solving and how is that benefiting you?
Our business need is targeted dialing of collection accounts, and LiveVox provides excellent tools to accomplish that.
Consistent and Innovative
What do you like best about the product?
I have been using the LiveVox platform for many years and the support I receive is always consistent and thorough. The management and reporting tools are top-notch!
What do you dislike about the product?
There are so many features available; I find it challenging to keep up with the technology when it's not something my team uses frequently. I appreciate the webinars that display the new technology and features and think it's a good idea to have refreshers from time to time.
What problems is the product solving and how is that benefiting you?
My group is currently working through solutions for Reg F and have partnered with LiveVox to understand how our existing technology can assist. Additionally, we are reviewing a new add-on feature to understand the benefits.
Recommendations to others considering the product:
Take a close look at all the features available.
Great product
What do you like best about the product?
Easy to use, quick to log in, and bright colors
What do you dislike about the product?
There is nothing to dislike; your company will love it.
What problems is the product solving and how is that benefiting you?
The benefit is that you do not have to be tech-savvy to use it.
Good HCI service and preview service
What do you like best about the product?
Can have an actual agent doing the clicking instead of it being auto dialed
What do you dislike about the product?
Livevox tends to hand off issues that customers have to 2-4 people before someone takes hold of it and start to work the issue
What problems is the product solving and how is that benefiting you?
At the moment I don't believe there is any issue. When attentive, LV does everything they can to make sure needs are met for customer
User Friendly, Detailed Data, Challenging Forecasts
What do you like best about the product?
The data reports are very useful. You can use an assortment of pre-built reports, or you can create nearly any kind of custom report that you might need.
There is great visibility with the dashboards both for agents and supervisors that allows you to see in real-time what is happening
There is great visibility with the dashboards both for agents and supervisors that allows you to see in real-time what is happening
What do you dislike about the product?
The WFM Forecasting tool can be a bit of a pain to use, especially for smaller contact centers. For example, our contact center is only open 12 hours a day, M-F, so it can be challenging to get accurate forecast information.
I also really dislike the way it assigns agent schedules in the shift bid process. There is not an easy way for agents to make sure they get a schedule that works for them, especially when we have a lot of part-time agents that are also college students.
I also really dislike the way it assigns agent schedules in the shift bid process. There is not an easy way for agents to make sure they get a schedule that works for them, especially when we have a lot of part-time agents that are also college students.
What problems is the product solving and how is that benefiting you?
We have solved a lot of our data visibility problems. We can look at agent-specific, call-specific, or general metrics that help us know how to improve. We have been able to identify problems and work to solve them thanks to the data we can look at or get from the reporting tools.
Recommendations to others considering the product:
If you have a flexible scheduling program for your agents, Nice CXone may not be the best option. NICE aims for need-based scheduling, so once you manage to create all of your different rules for PT/FT employees, it assigns schedules anywhere between 1-4 weeks at a time. This results in agent schedules that can change very frequently.
We rotate schedules every quarter; this gives agents some stability to know when they are working and allows them to plan ahead. If you are trying to retain employees, they usually do not like frequent changes in their schedules. NICE may not be your best option in that case.
The NICE Support team is also a bit slow to respond; it often takes over a week for issues to get resolved.
We rotate schedules every quarter; this gives agents some stability to know when they are working and allows them to plan ahead. If you are trying to retain employees, they usually do not like frequent changes in their schedules. NICE may not be your best option in that case.
The NICE Support team is also a bit slow to respond; it often takes over a week for issues to get resolved.
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