NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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This is a very handy tool and i rarely experience lag whenever im in a call
What do you like best about the product?
I like the clarity of the audio whenever i am in a call
What do you dislike about the product?
As of the moment, I cannot specify any features that i dislike.
What problems is the product solving and how is that benefiting you?
This application helps us save a lot of time by connecting to clients and addressing their concerns.
Recommendations to others considering the product:
Continue using NICE CXone and recommend to your friends and acquaintances as well
Livevox cares.
What do you like best about the product?
Being able to connect with our account managers and always having support.
What do you dislike about the product?
Not enough API functionality.
Would greatly appreciate if more core functions (create users) via API was available for example.
Would greatly appreciate if more core functions (create users) via API was available for example.
What problems is the product solving and how is that benefiting you?
Connecting with clients. It's great having the ability to email, call, and send sms all in one platform.
Livevox dialing system made easy
What do you like best about the product?
I like how user friendly the Livevox dialer is. All of the controls are at your fingertips. No need to jump from one app to the other. Also like the agent monitoring.
What do you dislike about the product?
One thing that I dislike is the reporting side of Livevox. Does not seem to have a lot of reporting options to pull the stats you are looking for. Also, don't like how customer care seems to pass the buck from one tech to another before a resolution is found.
What problems is the product solving and how is that benefiting you?
Currently solving dialing on different platforms with the Livevox dialer. Can integrate multiple calling strategies into one filter. We have been able to make more dials and easily manage what campaigns are dialed when.
Most Efficient Contact Center Software (so far from the ones I have tried)
What do you like best about the product?
Their software is integrating into the channels that we have seamlessly. We also find no trouble in managing multiple profiles of our employees all at once. The options that our employees have to navigate the entire GUI is straightforward.
What do you dislike about the product?
The only improvement that we would like to see is to allow my employees to have an interface where they can access our channels immediately. The settings and inputs they are making will automatically save, giving them ease of access the next time they log in. Even if the employees click the "Remember Me" button, the credentials do not save, and they are being required to change their passwords too often.
What problems is the product solving and how is that benefiting you?
We resolved the issue where our employees cannot access our contact center software easily because of its complexities. Still, with CXone, it no longer requires our agents to navigate it manually. It automatically gives them fast access through omnichannel routing.
Livevox Review
What do you like best about the product?
The simplicity of the product. It is nice to be able to be less hands-on with the navigation of the campaigns within HCI.
What do you dislike about the product?
The limited alerts when issues occur. For example, if there is a PDAS failure, there are no email alerts that go out and the status page does not reflect them.
What problems is the product solving and how is that benefiting you?
We are working to implement a work around within scheduled callbacks where we can systemically remove them from a file since they do not obey DNC treatment.
Recommendations to others considering the product:
This is good for a hands off approach to dialer campaign management. The system has nice controls in place to help keep within compliance. The canned reporting is helpful for a quick view of results. This is a nice product for team managers to keep an eye on their agents easily, review calls, and see performance of their teams.
A lot of features and decent functionality
What do you like best about the product?
the versatility of the app and portal but I wish we had more control of features on our portal so we weren't dependant on livevox so much to implement changes or additional features
What do you dislike about the product?
The support is difficult and there is considerable lag time when we report something and the delay is in the first 2 or 3 layers of support which is geared towards the end users we our are own admins and we need to be put to technical support right away
What problems is the product solving and how is that benefiting you?
High value app and portal with the recording and reporting we are able to track trends and use this info to better adjust our projectioned work flows based on this data along with the features with the ADN to make the agents more productive.
Review
What do you like best about the product?
Functionality / Flexability , portal layout. customer service.
What do you dislike about the product?
Would like to see the platform have more client control.
What problems is the product solving and how is that benefiting you?
Unlimited capacity of platform to address high call volume timeframes
LiveVox's solutions have made Nettel USA a far more efficient and profitable organization.
What do you like best about the product?
We have been using LiveVox for over 7 years. We started with dialing and inbound call management, which had an immediate and positive impact on our productivity. When BI became available, we were an earlier adopter and it has become an integral part of our operation. SMS was added roughly three years ago, and it too, has proven itself to be an effective method to drive revenue. SpeechIQ and Wallboards are our most recent additions and they have become integrated into our WFO processes.
What do you dislike about the product?
We tend to present LiveVox with significant challenges. On occasion, it has taken a long time for tech support to diagnose and solve issues. A more timely response to these issues would be helpful.
What problems is the product solving and how is that benefiting you?
We rely on high volume outbound dialing and SMS to produce out results. The LiveVox platform allows us to maximize the effectiveness of our manpower and drive revenue.
LiveVox For the Win!
What do you like best about the product?
I have used LiveVox for many years and have loved all the upgrades we've been through thus far. It is easy to monitor the queues on one screen and each team member to ensure proper productivity. The system is easy to navigate, and the self-service options make it a breeze to handle the day-to-day operations.
What do you dislike about the product?
When asking for assistance from customer care, the process can seem long and drawn out.
We tend to email back and forth several times before resolution; however, if we provide the additional information we know customer care will ask beforehand, it could save time and energy for both teams.
We tend to email back and forth several times before resolution; however, if we provide the additional information we know customer care will ask beforehand, it could save time and energy for both teams.
What problems is the product solving and how is that benefiting you?
LiveVox team members have taught me a lot about the system regarding fixing my issues before contacting them for help. Being able to fix my problems instead of reaching out for assistance has resulted in a quicker resolution for my company. It allows the LiveVox team to be able to focus on other customers and their concerns.
LV can be overwhelming when you are not tech savy, but there is so much you can do w/it.
What do you like best about the product?
Jennifer Findley is so helpful, patient and understanding.
What do you dislike about the product?
the customer care department can be frustrating. Jennifer Findley can get use answers more efficiently and she understands how we use the LV platform. Wish we could do all questions thru her. Sometimes I think we need one or two customer care agents assigned to FNBO so they understand how we operate and not have to explain over and over to the numerous different customer care agents getting assigned a case of ours.
What problems is the product solving and how is that benefiting you?
some benefits noticed are rpc's, emling and sms'ing.
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