NICE CXone Mpower
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Best dialer software to use
What do you like best about the product?
Livevox is very user friendly. All campaigns are easily accessible and easy to navigate.
What do you dislike about the product?
I have no dislikes with using Livevox software. Everything works correctly and as expected.
What problems is the product solving and how is that benefiting you?
Livevox gives me the capability to run extensive reports with the various campaigns and services we use daily. Since using Livevox, my performance has increased.
Livevox is a great product with multiple options on managing my call center effectively.
What do you like best about the product?
Multiple options from call delivery, to QA, to workforce management tools all within one application
What do you dislike about the product?
Some data points are not available until next day
What problems is the product solving and how is that benefiting you?
Unlimited line capacity and driving customer experience
User friendly
What do you like best about the product?
I really like that InContact is so user-friendly. And, the layout is very nice - plus you can customize your dashboard the way you want it. I also like how you can pull up specific detail on each employee, based on their daily status changes they've made, throughout the day.
What do you dislike about the product?
The skilling of customer care advocates is a little tricky.
What problems is the product solving and how is that benefiting you?
We are able to access metrics very easily with inContact.
Recommendations to others considering the product:
Very user friendly and the layout is customizable and easy to format.
Works great for our monitoring and reporting needs
What do you like best about the product?
I love how simple the dashboards are to read and interpret. We love the graphs and visual representations of calls holding in our queue. I also love how we can make multiple dashboards for multiple departments. It helps to keep everyone in line and aware of where they and others stand. That also helps to promote healthy competition.
What do you dislike about the product?
Would like the reports to be easier to access. It was a little hard at first to understand how to pull calls. I still find myself copying and pasting the number I am searching for in all fields until the call appears. I would like a more in-depth tutorial when first getting this product on the benefits and processes for pulling reports. This would be great for future users.
What problems is the product solving and how is that benefiting you?
We are solving how to keep our team motivated and connected to where we are for the day. We are able to address our call abandonment and run reports that can help us recognize trends in call volume on an hourly basis. This helps us to ensure we are properly staffed and helps us to anticipate what days will be busier throughout the year. We have been able to improve our coverage and even start small friendly competitions based on the information we are able to extract, Also the ability to pull calls helps us to improve our customer service and monitor our employees to ensure every customer is being addressed and helped in an efficient and friendly manner. This ability has helped us to be able to do call Q&A. It is over all a great product.
collections integration using nice incontact
What do you like best about the product?
UI allows me to schedule calls within the day so we can prioritize accounts that are in the collection. we can also receive incoming calls for any inquiries.
What do you dislike about the product?
the time stamp are not in sync with my pc at times
What problems is the product solving and how is that benefiting you?
ease in reaching out to our customers and getting these calls scheduled throughout the day.
Recommendations to others considering the product:
integration with SAP and existing CRM is highly recommended
Easy to Use but Challenging to Implement
What do you like best about the product?
The call analytics, the reporting, and the screen record are amazing.
What do you dislike about the product?
the call connection can be tricky (dropped calls)
What problems is the product solving and how is that benefiting you?
QA quality has improved as we can now see what team members are doing when assisting callers. In some cases, they proved what we knew to be true before go live with this product, and in other cases, we learned exactly why team members were struggling to provide good service.
cool just wish I had a contact list to know where to transfer to but I guess thats not a nice prolem
What do you like best about the product?
its easy to navigate, I would like a mobile app possibly for better connecting, because I would like the option to use the headset because of the ringer not playing out when the headset is connect, but that may be a smooth It fix
What do you dislike about the product?
nothing really did not have a real big issue
What problems is the product solving and how is that benefiting you?
none at the moment, its good because i can just typpe a nake and boom ill get that persone if they are online
Great customer service tool
What do you like best about the product?
easy to use, great customer service tool, gives great reports, call times
What do you dislike about the product?
it sometimes freezes, in between calls, logs you off after like 4-5 hours
What problems is the product solving and how is that benefiting you?
monitoring phone calls/breaks
It´s a nice software, i can make anything i want.
What do you like best about the product?
The liberty. I have the opportunity to make changes and have good conversations with clients.
What do you dislike about the product?
Nothing. Today Nice supply all my necessities.
What problems is the product solving and how is that benefiting you?
I had problems to contact my connections before nice, now it's solved.
Recommendations to others considering the product:
A terrifying way to contact you clients and partners. I surely recommend Nice CXone. If you have problems you can contact them;=, they´ll give the attention you need to solve your questions.
Excellent platform for all levels of tech knowledge
What do you like best about the product?
I love that all members of our team, regardless of their comfort level with technology, are able to use this platform with ease. We will be utilizing the chat function soon and are confident that NICE CXone will perform for us at the level we need it. It also allows us to have a firm hand on data management. Very helpful overall!
What do you dislike about the product?
I can't say that I've encountered a lot of downsides to CXone. Like any platform, we have occasional tech issues, but none out of the realm of normal.
What problems is the product solving and how is that benefiting you?
We are adressing our client's needs at all stages of the customer lifecycle through CXone. We have trustworthy data for our analytics, a helpful NICE customer service team when issues arise, and most importantly, a method by which we can create strong engagement with our customers.
Recommendations to others considering the product:
If you need a reliable platform with multifunctionality and industry trust, this is the platform for you. We truly couldn't do our work without NICE InContact.
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