NICE CXone Mpower
NICEExternal reviews
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THE FUTURE OF BUSINESS COMMUNICATION
What do you like best about the product?
Having every communication feature localized in one spot.
What do you dislike about the product?
It took a little getting used tom but the learning curve was quick and worth it.
What problems is the product solving and how is that benefiting you?
I am able to create time by working and communicating more efficiently.
Communication at a touch!
What do you like best about the product?
As a new user, it has been extremely easy to learn and understand. Transitioning into daily use was a breeze
What do you dislike about the product?
Requires signing in a few times throughout the day which can be an inconvenience at times but overall not a deal breaker
What problems is the product solving and how is that benefiting you?
Solving productivity issues by keeping the team in touch, in real time to better understand the level of work flow needed to stay ahead
Working perfectly
What do you like best about the product?
The call quality is better than the other tools
What do you dislike about the product?
Sometimes it crashes to do unknown issues
What problems is the product solving and how is that benefiting you?
We are able to receive and make calls with one click
Recommendations to others considering the product:
It is easy to use, has non complicated tools
Great Dashboard to view the status of your teammembers
What do you like best about the product?
The InContact dashboard has a great set of counters and views to show all details of your team(s) and their members. There are real-time counters as well as historical.
It's very easy to create your own dashboard with the counters and views that are important for your daily tasks.
For example: An overview of your direct team members and their phone statuses, the total service level of incoming/refused phone calls, the cumulative performance of the team. The latter shows the total time of each status.
It's very easy to create your own dashboard with the counters and views that are important for your daily tasks.
For example: An overview of your direct team members and their phone statuses, the total service level of incoming/refused phone calls, the cumulative performance of the team. The latter shows the total time of each status.
What do you dislike about the product?
Only 1 thing to mention and that is the time out of this page before the account is logged out. As far as I can see this is not configurable and the default timeout is too short. During the day I need to re-login several times.
Besides of that, no other dislikes.
Besides of that, no other dislikes.
What problems is the product solving and how is that benefiting you?
The dashboard is used by each of our team member to view if enough people are online to accept customer calls.
Also we have a good overview of the service level each day. Our goal is 0 refused calls and 100% service level. This is becoming a sport for the team and is helping the customers to reach us easily.
Also we have a good overview of the service level each day. Our goal is 0 refused calls and 100% service level. This is becoming a sport for the team and is helping the customers to reach us easily.
Recommendations to others considering the product:
Certainly a product to review and test when looking for such a solution. Easy to use and shows lots of useful data for managers and also team members.
Not what it was
What do you like best about the product?
The dashboards are easy to read and easy to set agents up
What do you dislike about the product?
When there is an issue it is very difficult to get momentum to fix the problem.
What problems is the product solving and how is that benefiting you?
Able to dial more efficiently than old system.
Recommendations to others considering the product:
Set up was difficult. Unclear directions when you have questions.
Outstanding
What do you like best about the product?
The way it handles calls and the ability to search them, plus we use it for feedback. A very reliable tool for call centers to do monitoring and provide feedback to our agents. Make reports from it and do our skeps for our agents. This app is good for all of us coaches, supervisors, agents, PDS, QA and all of our managements teams.
What do you dislike about the product?
Sometimes it is a little bit slow, but besides that all good and a very reliable app with minor improvements. Excellent tool for our usage daily and will be good to improve the loading time of the application.
What problems is the product solving and how is that benefiting you?
Escalation, feedback, monitoring, live monitoring, instant feedback. Many benefits for us in our daily routine and improving ourselves and our agents to grow as a company and improve personally. A perfect app for coaches, supervisors, agents.
Recommendations to others considering the product:
Very reliable tool, easy to use, fast, easy to do monitoring, and instant feedback. I will recommend an app for everyone that used it for all monitoring calls or do reports because it is easy to find the info we require to do the reports, escalation, provide feedback too.
it is a good platform it allows me to have a look on the available agents and supervisors.
What do you like best about the product?
its the way its easy to learn how to use it. you can use it to make inbound and outbound calls. you can use it as a simple agent and as a supervisor. i use it everyday and im very comfortable with it.
What do you dislike about the product?
i dont really have something i dislike instead of sometimes it has some technical issues and if they could only put the launch max in the same page as the incontact so they dont need to open it in a new folder. and also if they could make it more simple for the agents names.
What problems is the product solving and how is that benefiting you?
i received calls from customers help[ them and help other agents. See all the people who are available i can hear other agents calls when im on training when an agent needs help i can take over the call. you have plethora of options when you log in on in contact you can take personal time, lunch, break , outbound dialing, coaching, side by side with your supervisor and also disconnected of course.
Recommendations to others considering the product:
I dont really have any advices but Nice is very easy to use. but all you have to do is to be concentrated and its easy to learn how use it. you can receive calls, make calls you can use it as an auto dialer, you can use it as a contact center. As an user im really happy to use it because it really helps me. the last application didnt allow to be that comfortable.
inContact
What do you like best about the product?
inContact is very helpful in keeping in contact with my customers
What do you dislike about the product?
Sometimes incontact can crash and it causes issue while working in a call center
What problems is the product solving and how is that benefiting you?
Solve customers everyday internet issues, tv and phone
Recommendations to others considering the product:
It will take time to get use to how it works but it's not to hard to learn
Easy to navigate
What do you like best about the product?
It's very easy to navigate with all functionality and tools. I found Flexible Call Routing and HD Voice Quality is quite fascinating for me.
What do you dislike about the product?
It works best for me, still I haven't found any difficulties.
What problems is the product solving and how is that benefiting you?
I use NICE inContact in daily basis to provide support to our business clients.
NICE inContact is overall a useful asset, although common to experience occasional delay / bugs
What do you like best about the product?
I like being able to see the full team and their current availability. Being able to view voicemails and missed calls to my direct line is convenient. Management most likes being able to view productivity and manage people's schedules from afar, particularly now that everyone is working from home. It's easy to copy and paste phone numbers from e-mails into MAX or to redial a previous incoming call.
What do you dislike about the product?
Our team has experienced a few bugs with logging in, transferring calls, and viewing call history. Particularly, it is an annoyance to not be able to link our direct line and/or extension through the MAX agent. Additionally, we experience a delay occasionally with calls when logged in to ring to a cell phone (instead of station ID). The biggest issue I've seen is that I cannot view all of my call history as an agent - it only shows the last few calls. The call log should timestamped and accessible to each individual agent.
What problems is the product solving and how is that benefiting you?
We are now able to see the full team's availability, which allows us to determine whether we should transfer the call or help the customer themselves. It is most beneficial to be able to assist customers rather than sending them to a voicemail. Management likes that we can track productivity with the system. For sales people, they are easily able to generate reports that will tell them how many inbound calls we are making and, more importantly, how many outbound calls we are making and how it correlates to our outreach as a sales team.
Recommendations to others considering the product:
Consider what needs you have - the best feature, in my opinion, is being able to effectively manage your employees' time. The support team has been quick to fix any downtime or issues that may arise.
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