NICE CXone Mpower
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So far so good!
What do you like best about the product?
Very quick to handle issues that come up, Tad is very helpful
What do you dislike about the product?
Many times we have to pay for PS when before it was apart of the package
What problems is the product solving and how is that benefiting you?
Livevox has the best click to dial platform and our performance would not be as high as it is without the tools LV provides
Great experience with Nice, easy to use and very convenient
What do you like best about the product?
I like the option that you can schedule a call
What do you dislike about the product?
Limited choices of color template, maybe you can add more
What problems is the product solving and how is that benefiting you?
So far none, it's very convenient to use
Recommendations to others considering the product:
Easy to use
Omni channel and efficient
What do you like best about the product?
Our account manager and support have been good to help us learn and manage the system, which has allowed us to operate more efficiently. It also allows us to communicate with our customers across multiple channels in one platform. Single pain of glass is a true statement for the customers' experience with us.
What do you dislike about the product?
Sometimes the support or customer service response time is longer than desired.
What problems is the product solving and how is that benefiting you?
We have created an inbound/outbound call center that blends very nicely, which has allowed us to experience significant efficiency gains. We are also able to communicate with the customers via email or SMS as needed. LiveVox also offers chat and AI, which is on our long-term roadmap. The contact manager approach has been very beneficial to have all communication channels in one location and not separate silos. The data associated is another excellent added benefit in the portal as well as the stand-alone product BI. Great product.
Good solutions, but frustratingly complicated
What do you like best about the product?
Solution for nearly every issue we have as a company.
What do you dislike about the product?
The user interface is not very easy to work with, and the system is pretty complicated. Additionally, logic for campaign segmentation can be massively counter-intuitive and sometimes outright flawed
What problems is the product solving and how is that benefiting you?
We are able to reach a lot of people with a fraction of the overhead needed to complete the task on our own. We can create and implement new services very quickly.
Recommendations to others considering the product:
This solution will do wonders, but it can be extremely frustrating to use. From setup all the way to reporting, it can be very very complicated.
Great system, easy to use!
What do you like best about the product?
CXone is very easy to use couldn't recommend highly enough
What do you dislike about the product?
The only thing I would like is an application rather than a web based login
What problems is the product solving and how is that benefiting you?
Better reporting and analytics
Recommendations to others considering the product:
Very easy to transition to highly recommend
Painful, but worth the change
What do you like best about the product?
The interface is pretty easy to understand once you have some repetitions using it. Any new software rollout has issues. We greatly appreciate Heather and sometimes Vicky (kidding) always facing the music and being attainable when major issues popped up and getting the right resources on a call. The companies abilities to handle client requests, when it was actually the client who caused the issue, and not refer back to the issue. A very good application of putting the client out front.
What do you dislike about the product?
The setup took far too long due to the steep learning curve. It could have been cut in half if the setup team understood our application of the product better. We also did not like having to find the bugs in the system (PDAS).
What problems is the product solving and how is that benefiting you?
A much better interface with the agent and easier data control at a lower level of employee. With contact manager, we don't need i.t involved in any of the day-to-day operations. Contact has risen, and controls are better. The SMS product is a work in progress, but we see the light at the end of the tunnel for how we need to use it.
Recommendations to others considering the product:
Diagram everything, measure twice, and cut once. Make sure you understand the limitations of the products, and how the decision-making works within the system. Example: If we knew that the PDAS latency was really 5 min on day 1, we would never have tried to call 2 or 3 numbers in a row.
Solid and stable
What do you like best about the product?
Platform is extremely stable. Very few disruptions. Great TAM!
What do you dislike about the product?
Support is little to be desired. No phone-in option. Email process is lengthy.
What problems is the product solving and how is that benefiting you?
TCPA product is extremely solid, not clunky, like others. Proven product.
LiveVox is great.
What do you like best about the product?
Omnichannel support is nice. It works great.
What do you dislike about the product?
Customer care does not always have the answers.
What problems is the product solving and how is that benefiting you?
I am able to wrap all aspects of a call center into one place. I have realized the benefit of only needing one service for everything. Yes. Business performance
Super easy to use.
What do you like best about the product?
With a simple layout and interface, it's easy to use and find what you're looking for.
What do you dislike about the product?
So far, I haven't found anything to dislike about it.
What problems is the product solving and how is that benefiting you?
I work remotely, so it helps me connect to the customers I'm serving as well as my teammates.
Recommendations to others considering the product:
If you're looking for something that is easy to understand and use, then I would definitely recommend NICE CXone.
CXone for Professionals
What do you like best about the product?
It is easy to add new specialties to switch into when changing departments.
What do you dislike about the product?
We have found that the program will crash after about 6 hours when in one disposition.
What problems is the product solving and how is that benefiting you?
CXone allows workers to stay on track with their breaks and when shifting to new pivots.
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