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New Update not the best but overall works well.
What do you like best about the product?
I like the ease of use when making calls via MAX
What do you dislike about the product?
The newest update has made it more difficult to navigate to the options I typically use as a supervisor.
What problems is the product solving and how is that benefiting you?
Having remote agents NICE is easily accessed by remote agents is very helpful.
CMC Review
What do you like best about the product?
Multichannel solutions are an upside. Having a good account manager is awesome!
What do you dislike about the product?
Support process is very clunky and requires a lot of intervention on our part.
What problems is the product solving and how is that benefiting you?
We were able to blend inbound/outbound services to help solve for a large abandonment rate and this resulted in less complaints from patients and clients. We were able to solve for PCI compliance with secure payment capture.
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.
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.
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
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.
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.
best sofphone on the market
What do you like best about the product?
easy implementation of the phone services across the entire company. so many easy to use features and functions.
What do you dislike about the product?
the call quality can suffer but its usually internet related. wish company would compensate for that kind of service behaviors
What problems is the product solving and how is that benefiting you?
everyone has a phone line and can be easy accessible. i am solving sales, account management, and customer support issues all at once
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
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.
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