"The auto feature where if there are five chats and one of them goes down or a customer leaves the conversation, a new chat automatically pops up with the next customer available on the line is valuable."
"LivePerson has been really useful for us. For example, there are several features, such as predefined content and rating information, that are more client-oriented."
"LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company."
"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"We are able to see the calls in queue and able to see if someone is available or not."
"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"Customer support is terrific. The team is personable, informed, and responsive."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Being able to listen in on a call, which is exceptionally good with training."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson."
"They should add an auto-correction tool. If we are writing the wrong word, it should show or type the right word that we want to convey to the customer. This feature is currently not available."
"In my current organization, we have faced the problem of not having very detailed instructions. For example, if you need to integrate this application with SSO, you need to enter some specific information. Unfortunately, we weren't able to find detailed instructions on what exactly needs to be entered in the specified fields."
"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"One of the biggest missing pieces is a link checker."
"inContact should offer a way to send faxes."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"If you have hundreds of books, the initial download is slow."
"It could improve the quality of calls."
Earn 20 points
LivePerson is ranked 4th in AI-Powered Chatbots with 3 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. LivePerson is rated 7.6, while NICE CXone is rated 8.2. The top reviewer of LivePerson writes "Provides predefined content, the ability to measure KPIs, and a reliable way for customer conversations". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". LivePerson is most compared with ServiceNow Virtual Agent, Kore.ai , Amelia and LiveChat, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and JIRA Service Management.
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