NICE CXone Mpower
NICEExternal reviews
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Support Management Review
What do you like best about the product?
Real time updates and reporting. For the most part its direct and user-friendly.
What do you dislike about the product?
There have been some challenges providing IC access to see stats but we have found ways to address that.
What problems is the product solving and how is that benefiting you?
Call routing flexibility and working towards skill-based routing.
Medical review officer assistant
What do you like best about the product?
I love how much easier NICE inCONTACT has made my daily tasks. It is so much easier to organize call queues and to assign tasks to my team members.
What do you dislike about the product?
There isn't anything I dislike about NICE.
What problems is the product solving and how is that benefiting you?
I have not had any problems with NICE inCONTACT. The benefits have been: making our calls easier to answer, managing our queues, seeing call history, easier transfer, and reporting.
Great work tool
What do you like best about the product?
I like that its easy to use and its very practical
What do you dislike about the product?
Maybe that i have to keep conecting the agent leg
What problems is the product solving and how is that benefiting you?
I think that i have improve my job quality
Recommendations to others considering the product:
Its a great product as it very easy to use as a virtual phone
Seamless and Efficient
What do you like best about the product?
inContact is easy to use and is an efficient way to stay in the loop with my colleagues so we can serve our customers better.
What do you dislike about the product?
There isn't anything I dislike about inContact as I find the user experience and details to be incredible.
What problems is the product solving and how is that benefiting you?
Using inContact has been so helpful as we work remotely because it allows us to see who is logged in and who is not, which is great because then you don't bother someone who is either on lunch or assisting another customer.
InContact has been very efficient, but there are still a few glitches with dropping calls
What do you like best about the product?
It is very efficient. I like using this.
What do you dislike about the product?
Dropped calls are the worst. Sometimes calls won't accept
What problems is the product solving and how is that benefiting you?
Working very well with our supervisors to record feedback and discuss glitches.
InContact Works great when working
What do you like best about the product?
system works smoothly from call to call with no reason to have to answer it automatically comes through. Also the availability to transfer with ease to another department is also a plus
What do you dislike about the product?
Sometimes there is a lot of lag in the system where you have to reboot about 2 to 3 times a day
What problems is the product solving and how is that benefiting you?
Easy call transition esp when call queue is high very quick to be able to assist the customer
InContact makes working at a call center fun, easy & enjoyable.
What do you like best about the product?
The user interface and ease of use make InContact a joy to use. All the information you need is right at your hands. Extremely user friendly and easy to personalize to users preferences.
What do you dislike about the product?
Not being able to see all other call centers / departments. it would be nice to be able to choose what department is displayed on my individual screen.
What problems is the product solving and how is that benefiting you?
Being able to determine which other agents are available should the need arise to have to transfer a caller to a different department. benefits include shorter hold times and less transferring of calls. when able to transfer to an agent who is known to be available.
in contact is like a little personal tracker of time!!
What do you like best about the product?
changing your status while you are in a interaction interaction is golden!! it saves me every time!
What do you dislike about the product?
nothing that i can think about at the time
What problems is the product solving and how is that benefiting you?
changing your status while you are in a interaction interaction is golden!! it saves me every time! when i feel myself getting overwhelmed with calls i can change my status to stop my next call to take a few seconds to gather myself! and i really appreciate that!
Recommendations to others considering the product:
do it!! make life easier on you and your cooperation!
Great. recommended
What do you like best about the product?
What I like best about this program is that our whole company is on the same program. No fumbling around with papers looking for a contact phone numbers as well as it saves old phone numbers that i forget to take down. I can look back into my call history and find the lost phone number there.
What do you dislike about the product?
What I do not like about this program is that sometimes it is very laggy when on calls with some customers. As well as I have incontact logging me out in the middle of the day and I have to re log back in. There are also times that it says I missed a call when The phone did not ring.
What problems is the product solving and how is that benefiting you?
Some of the problems we are having is that lag we are having with some of our customers that I have mentioned before, as well as I do have some it logging me out every no and then. it also makes me re log in a few times a day.
Recommendations to others considering the product:
I recommend NICe Incontact to anyone considering it. You can track the phone calls coming in and going out as well as you can control if you are away or if you are available.
Not perfect, but it works...
What do you like best about the product?
It's relatively easy to use. You just log in and get to choose your status as "available" or some form "unavailable" (unavailable:meeting, unavailable: need assistance, etc). You can accept of reject a call, place on hold, transfer, redial, or conference your call.
What do you dislike about the product?
At times it crashes or you randomly get logged off by a "supervisor" (the system, not an actual person) in the middle of a meeting or even a call.
What problems is the product solving and how is that benefiting you?
I get to work in a call center in the comfort of my home while providing a necessary service during this pandemic.
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