NICE CXone Mpower
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Nice is nice
What do you like best about the product?
I like how I'm able to see the queue and the reporting.
I like to see how many clients are in queue. It gives us transparency into how busy we are and helps us deal with time management better. It also gives us a sense of how people are using their time.
I like how I can also stack codes. Usually after each call I only get a short time to log notes and do after call work but by being able to stack right after my after call work is done then I get rtransitioned seamlessly to get more after call time to do follow ups, etc. This way I'm not as rush ed and I can also catch my breath between calls.
I also like the built in report on the Incontact Salesforce thingy where I can track how I spent my day so I can be aware if I'm hitting my productivity numbers. I also like how I can see how many calls I took compared to the team. That really motivates me.
I like to see how many clients are in queue. It gives us transparency into how busy we are and helps us deal with time management better. It also gives us a sense of how people are using their time.
I like how I can also stack codes. Usually after each call I only get a short time to log notes and do after call work but by being able to stack right after my after call work is done then I get rtransitioned seamlessly to get more after call time to do follow ups, etc. This way I'm not as rush ed and I can also catch my breath between calls.
I also like the built in report on the Incontact Salesforce thingy where I can track how I spent my day so I can be aware if I'm hitting my productivity numbers. I also like how I can see how many calls I took compared to the team. That really motivates me.
What do you dislike about the product?
Sometimes, it freezes up and then I can't change my status. This means I may get a call right after I'm done with one. Or it may mean I may not be able to go to a meeting on time because another call just comes right through.
We also had some issues in department of refused calls and dropped call and dead air. howver the goo thing is each time we had this issue incontact was very quick to fix it.
We also had some issues in department of refused calls and dropped call and dead air. howver the goo thing is each time we had this issue incontact was very quick to fix it.
What problems is the product solving and how is that benefiting you?
I was able to do with time management. Like I can see what percent of day i was availabe vs busy. I also was able to see how many calls i took per day vs team so it makes me more motivated
also everyone ahve transpency to see calls in queue so you know when to put head down and take more calls
I also like how I can see what status someone else is in so it gives us more transperancy and we can also see who is next for a call. All very coo features.
It also allows our time managment team to know when to shift people.I also like how it measures our average speed of answer % so it motivates us.
It also allow us measure caller sentiment . It is so good.
also everyone ahve transpency to see calls in queue so you know when to put head down and take more calls
I also like how I can see what status someone else is in so it gives us more transperancy and we can also see who is next for a call. All very coo features.
It also allows our time managment team to know when to shift people.I also like how it measures our average speed of answer % so it motivates us.
It also allow us measure caller sentiment . It is so good.
Recommendations to others considering the product:
great love it. make sure good internet connection
Togetherness
What do you like best about the product?
You can see everyone's status of a call.
What do you dislike about the product?
Sometimes the call will reject you, meaning you will need to re-login.
What problems is the product solving and how is that benefiting you?
I'm able to transfer a call to someone even if they want to wait on hold. The call will be there waiting in que once they complete the current call.
Recommendations to others considering the product:
Must have good internet signal.
Worked with incontact for over 5 years
What do you like best about the product?
It is user friendly, the sections are easy to understand
What do you dislike about the product?
the constant lag, the feedback option seems to not help much
What problems is the product solving and how is that benefiting you?
All in one control of call monitoring
Recommendations to others considering the product:
its easy to give live coaching for agents.
inContact Review
What do you like best about the product?
The inContact system is very robust in what can be designed for all your contact flow structure. The WFM system is wonderful.
What do you dislike about the product?
The platform does not look to be on the cutting edge of technology.
What problems is the product solving and how is that benefiting you?
We utilize the inContact platform to manage our contact center.
Recommendations to others considering the product:
You can't go wrong with inContact
Connect as One
What do you like best about the product?
I love the features and functionalities. It works best with my RCV and is very User Friendly.
What do you dislike about the product?
Incontact doesn`t have much issue, it really depends on the stability of the internet connection.
What problems is the product solving and how is that benefiting you?
Normally the problem is when the connection is unstable, Log in - Log out after fixing the internet connection works.
Recommendations to others considering the product:
NA
NICE InContact seamless, and super easy to use.
What do you like best about the product?
It's super user friendly, easy to use and responds rather quickly while you work. Easy to transfer to other agents, and see how many calls are in queue.
What do you dislike about the product?
Which the disposition area provided more options yet simplified visually. And I would like it if the account information that the customer adds before we connect be displayed the entire phone call.
What problems is the product solving and how is that benefiting you?
I am able to assist lots of people because the app is so easy to use and moves so quickly.
Recommendations to others considering the product:
No complaints really. I appreciate how easy it is to use, and how quickly it allows me to work.
Good to review productivity!
What do you like best about the product?
Great way of tracking activity and performance
What do you dislike about the product?
The only issue is that this relies on your internet, there can sometimes be a large echo, also, if you are in a different application and don't have your sound turned up, you can easily miss a call as it doesn't pop up with a notification
What problems is the product solving and how is that benefiting you?
My company are happy with the ability to track my performance
Recommendations to others considering the product:
If you are looking to successfully monitor your teams performance you will enjoy working with NICE inContact
CxOne quality is the best, I have been working over 2 years with this tool.
What do you like best about the product?
Quality of the call, he have migrated from a different system and one pf the pin points is that, quality.
What do you dislike about the product?
Using both CXone and browser tool, it would be best to just use one that combines both functionalities.
What problems is the product solving and how is that benefiting you?
Reports, they are helpful
Recommendations to others considering the product:
Be able to create more dashboards.
decent dashboard overall
What do you like best about the product?
ease of navigation within the dashboard is one of the best features
What do you dislike about the product?
the lack of real time update on time off and ability to preschedule time off, the schedule fluctuates on how many days ahead even when the schedule ahead should be fixed
What problems is the product solving and how is that benefiting you?
Nice is used to see schedules, schedule time off, track available time off, and see when meetings or training are scheduled
IN contact Review
What do you like best about the product?
The ease of use and how it can simply integrate with salesforce.The tool efficiently help to give pop ups to recongze when we are receiving calls and helps to answer them with no misses at all. Other than that every call we rceive Incontact automatically pull severything in the Salesforce CRM as well. We do not have to look for account names .
What do you dislike about the product?
No application I was able to find on play store that we could use on cellphones. Sometimes ocassionaly the tool gets stuck but with a re login everything seems to be working fine. A little bit unstable in low network connectivity areas.
What problems is the product solving and how is that benefiting you?
We are able to mark our productivity using in contact. At the time of marking attendance, we can always go back and check the exact no. of hours we have worked using this app.Using this application greatly helps me to recongnize account and open them directly on the crm which makes it very easy to recognize them on saleforce and accordingly pull them up in our internal software. This allow us to not make the clinets repeat their account again and again and we can help in one go.
Recommendations to others considering the product:
Consider using it to capture productivity with ease. The software easily helps to be integrated with other CRM softwares like salesforce to capture calls with ease and open correct contacts so that they can be pulled up automatically in salesforce.
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