NICE CXone Mpower
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Simple, Easy, Hassle free tool to integreat with the ACD service
What do you like best about the product?
Easy to use and there is not much needed from you on this, use your credentials, login, open Max and you are all set.
What do you dislike about the product?
The max agent logs out automatically after certain time when kept in certain status without notifications, due to which when checked by manager at times shows as logged off causing problems. Another problem is that, it doesn't show who is calling unless the call is answered which makes it hard to know who is calling and at times causing more chaos and taking up time to fetch the details with the customer on the line.
What problems is the product solving and how is that benefiting you?
We are using the Max agent to handle inbound calls from the customers all across the globe when then need immediate assistance from support. if the call is not attended by one person, its routed to the next person, it goes to every available person until the call is picked up and not dropped.
Recommendations to others considering the product:
Its easy to use and can be implemented with ease, also for the agents using this there is no special training required, just a session of 10 to 15 minutes on what and how is good enough. Effective in tracking the calls and recording of those can be used foe audit and quality improvements.
if you are going to be integrating this with any additional tools as well, then it works perfectly with that causing no issues.
if you are going to be integrating this with any additional tools as well, then it works perfectly with that causing no issues.
Use in conjunction with Ring Central
What do you like best about the product?
It has an easy layout to use. user friendly
What do you dislike about the product?
There is a very short time out period. We use it with a physical desk phone so there can be periods of time where we don;t go into the app and in errors out requiring us to close it out and relog in.
What problems is the product solving and how is that benefiting you?
With the current work climate very unsteady and switching from onsite to remote work, It has made out job simpler without losing quality.
It can be frustrating
What do you like best about the product?
I like that we can program the dashboard to fit our needs
What do you dislike about the product?
Everything takes forever to load. I do not like that we have to input the date of a recording to pull a call. I would like to input the phone number and see all calls recorded, regardless of date.
What problems is the product solving and how is that benefiting you?
I can easily live listen and flip from coaching to monitoring when necessary. I like that we have been able to see an overview of how the company is performing because we have the ability of adding stats to our dashboard.
I consider Nice inContact to be one of my most important programs
What do you like best about the product?
What I like best about the VCC is that I was able to connect it to my cell phone when I was sent home to work due to COVID-19. This system was an easy transition from my job to home. I consider Nice inContact to be one of my most important programs. I love that the program has a beginner-friendly system.
What do you dislike about the product?
Sometimes there is a connection issue but by pushing F5 it's quickly solved. When the system lags it causes the call not to be delivered. now that's the only issue I have with this system. when the call isn't delivered it looks like I'm not at my desk or have my phone when I'm working from home. but I am using a cell phone so I always have it near. what I think will help is if the system could refresh itself every so often or send out crash reports noting the error that caused the call not to come through. also if the system could just go to the voicemail of the number they called instead of being put out to the next available rep.
What problems is the product solving and how is that benefiting you?
NICE inContact Keeps me in touch with my customers. letting them know no matter the situation I am here to assist. It’s been such a pleasure working from home. The best benefit of the program is it helps my manager know the calls I take and make without having to ask me.
Recommendations to others considering the product:
If you looking to use a program that offers ease and functionbilty this is it. this is a user-friendly program for people who may or may not be tech-savvy.
The product works well overall. The caller ID links nicely to customer accounts.
What do you like best about the product?
Ability to route to mobile phone. Great feature.
What do you dislike about the product?
Being randomly logged out. The session would time out without explanation.
What problems is the product solving and how is that benefiting you?
Can work remotely. Caller ID is nice.
this crm is pretty... pretty... pretty good!
What do you like best about the product?
I like the reporting that's built-in, and the ability to change reports to suit the information you need. Good stuff!
What do you dislike about the product?
There aren't that many downsides, to be honest.
What problems is the product solving and how is that benefiting you?
I'm just using this software to keep an eye on how intense the queue is, to be totally frank. Maybe it's that I'm on the front-line of CS work, and don't really have a use for the more "corporate," high-level functions. I don't think it's a bad system, but I'm not the most qualified to person to judge it's "synergy."
Lightweight solution for cross-PLATFORM integration in heterogenous operating environments.
What do you like best about the product?
The fact its so easy to run being web based.
What do you dislike about the product?
I dislike like the limited support for browsers stock out of the box.
What problems is the product solving and how is that benefiting you?
lower less complicated logins and times. Less trouble-shooting system issues compared to competitors.
Recommendations to others considering the product:
Lightweight, crossplatform
Good response from tech support when issues arise but stability is not as high as it should be.
What do you like best about the product?
Help and support for issues and updates.
What do you dislike about the product?
Stability of system needs to be improved.
What problems is the product solving and how is that benefiting you?
No problems being solved. It's being used by the Service Desk for computer related support within the company.
Recommendations to others considering the product:
Make sure to have the workflows implemented by an expert and that they have all the requirements up front to avoid the need to make large changes over and over.
NICE CXone Review
What do you like best about the product?
User friendly when you use it, and that you could select what color scheme of the UI, and that you can generate reports in it as well for a better view of each employees status report, it gives you different status to choose from depending on what you're doing whether you need to call, bathroom break or unavailable
What do you dislike about the product?
What I don't like is that the ring is not that long and it's not that loud enough, because sometimes I can't hear the ringtone and sometimes it takes a couple of second before you could answer the call if you're not setup to auto-accept. In addition, you need to sometimes clear cache in order for it to function properly in the browser youre trying to access it. At times it takes a bit slow to load, im not sure if it's just my internet connection or if it's with the site
What problems is the product solving and how is that benefiting you?
sometimes the agent leg disconnects, what I normally do is that I log off then log back in to be reconnected. And sometimes it crashes but good thing is that it automatically fixes the issue at times. One of the benefits is that you can generate reports inside NIC to check the reliability of each and everyone by having a supervisors login, and you can check as well who's available and who's not
Recommendations to others considering the product:
Please try to increase the volume of the ringtone if someone calls, or try to prolong the ringtone of the call. And add more variations of ringtones.
A good system once you learn how to use it
What do you like best about the product?
How you can choose to log in with either your land line or mobile number
What do you dislike about the product?
not being able to make a call in After Call work status
What problems is the product solving and how is that benefiting you?
Unsure
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