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How "nice" working with NICE has been, as a full time Customer Resolution Agent.
What do you like best about the product?
The NICE system is very interactive. I like how it has so many features all found in one place. It keeps track of my performance and shows how I compare with the others in my company.
What do you dislike about the product?
While no product is perfect, I honestly can not think of anything that I actually dislike about NICE. Except that I do not have it for my own use at home. I suppose one improvement could be to eliminate the on going need to sign into NICE throughout the day because it logs you out periodically.
What problems is the product solving and how is that benefiting you?
It is helping myself and others I work with to have a clear understanding of what metrics our performance is being measured upon. It allows us to look at our performance on a daily basis. Nice makes it easy to see what areas we are doing well in and which ones need improvement.
Wonderfully adaptive
What do you like best about the product?
the ease of you and customization. it is well organized and works very well for everything that we need it used for.
What do you dislike about the product?
When it crashes, which is not often, it takes a bit of trouble shooting to fix but a senior user usually can get it right away
What problems is the product solving and how is that benefiting you?
the call system and the break system works well, keeps us contained.
Recommendations to others considering the product:
its easy to use.
Good to Great
What do you like best about the product?
Details! Lots of amazing in depth, detailed information at your disposal. Everything needed to run a successful contact center is housed within this platform. I have used several other platforms in previous companies and find this to be the most comprehensive.
What do you dislike about the product?
One thing that we do find somewhat challenging is keeping it simple. Unless you're from this world, NICE can be quite difficult to navigate. I would love if they had a little ? hover button besides the dashboard buttons so that one can hover and learn what is being measured and how, etc. Though, NICE does an amazing training/ help section (it's just sometimes hard to know what you need to look for if unfamiliar). More 'bang for your buck'- would love to have a dedicated rep that reviewed what we are using on a regular basis and inform us of how we can make the most of what we're paying for.
What problems is the product solving and how is that benefiting you?
Visibility into our call handling performance. It's a bit more difficult for my company now, as they were using "old school" technology of just answering the phones when they rang. When it was realized we needed more, we upgraded to this and they quickly realized everything they were missing out on.
Makes it easier for professionality
What do you like best about the product?
The in contact on how many calls you have made.
What do you dislike about the product?
There are no downsides yet that I can think of
What problems is the product solving and how is that benefiting you?
The benefits I realize is that it's easier to do conference calls
Recommendations to others considering the product:
none
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.
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.
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.
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.
My LiveVox Experience
What do you like best about the product?
In my five years of experience working with LiveVox, my favorite part is how user-friendly their GUI is. Campaigns are easy to build, and the way they are created from the dialer file is easy to understand. In addition, they have beneficial features for analysis of dialing and offer a high level of control over the day-to-day processes.
What do you dislike about the product?
In my experience, the area where LiveVox could improve the most is in their support department. It can be a struggle to communicate with their support department who seem to lack attentiveness to the issue at hand.
What problems is the product solving and how is that benefiting you?
Very often, I use their reporting tools to solve problems that come up. These can range from finding opportunities for improvement to offering evidence to management when issues arise.
Decent Product
What do you like best about the product?
The product is simple to use and easy to manage.
What do you dislike about the product?
It isn't as reliable as I would like it to be. sometimes it crashes and does not work.
What problems is the product solving and how is that benefiting you?
It's a good way to keep in touch with contacts.
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