NICE CXone Mpower
NICEExternal reviews
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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.
Good quality with minor issues connecting wireless headsets
What do you like best about the product?
Good sound quality and the troubleshooting option
What do you dislike about the product?
Every time the computer has updates, you need to reconnect headsets to be able to hear
What problems is the product solving and how is that benefiting you?
The help then troubleshooting to be able to reconnect device
Recommendations to others considering the product:
Use troubleshooting
Modern system with a lot of very old issues
What do you like best about the product?
In comparison to talkdesk the dashboards are cleaner.
It does not require additional software installed.
Users are in the unavailable state by default which prevents calls coming in when logging in.
Noise and echo rejections are pretty good.
The dashboard helps our managers to see our performance at a glance.
When it works the call quality is great.
It does not require additional software installed.
Users are in the unavailable state by default which prevents calls coming in when logging in.
Noise and echo rejections are pretty good.
The dashboard helps our managers to see our performance at a glance.
When it works the call quality is great.
What do you dislike about the product?
There are massive amounts of problems:
All agents are getting removed from the queues and kicked out of the program without any apparent reason.
Sometimes there is no call sound.
Sometimes the pickup button does not work and doesn't allow us to pick up the call.
Transfers are dropping the calls and leaving the agents involved in the transfer in a limbo state where they are in the transfer and they are not - at the same time.
Call sound is getting bugged when using multiple tabs open causing a wall of pinging noise.
Poping the call widget out of the original tab works but closing that tab during work causes the call pop up to also close which in the end causes the call to drop out.
UI is looking outdated. Buttons are small and hard to click and see.
We are unable to change the our input or output volume or the input/output device.
We can't set the incoming noise audio device to a speaker making us wear headphones at all time.
All agents are getting removed from the queues and kicked out of the program without any apparent reason.
Sometimes there is no call sound.
Sometimes the pickup button does not work and doesn't allow us to pick up the call.
Transfers are dropping the calls and leaving the agents involved in the transfer in a limbo state where they are in the transfer and they are not - at the same time.
Call sound is getting bugged when using multiple tabs open causing a wall of pinging noise.
Poping the call widget out of the original tab works but closing that tab during work causes the call pop up to also close which in the end causes the call to drop out.
UI is looking outdated. Buttons are small and hard to click and see.
We are unable to change the our input or output volume or the input/output device.
We can't set the incoming noise audio device to a speaker making us wear headphones at all time.
What problems is the product solving and how is that benefiting you?
It solves the problem where we have to play spelling games with our international clients, no need to spell out your name if nice remembers you!
Recommendations to others considering the product:
If you need a system that's easy to implement and to start working with Nice probably is something for you.
If you need something that's reliable - look elsewhere.
If you need something that's reliable - look elsewhere.
Having some issues but the program is good
What do you like best about the product?
I like that you can see the reports of all the data. I like that you can see how many calls you get, how many are refused, transferred, etc. You can see the working rate, so how long someone has been offline, etc.
I like that the calls are recorded so you can go back and listen for any quality assurance issues.
I like that the calls are recorded so you can go back and listen for any quality assurance issues.
What do you dislike about the product?
The call quality has been pretty poor and there are a lot of lagging issues. Sometimes when a call comes through, I find there are long pauses and then we talk over each other. I feel this is NOT good for customer service as it makes us look incompetent.
I also don't like that when you get a phone call, there is no pop up. There should be the launch window that pops up on your screen when you get a call so you can see who is calling rather than trying to find the window that has that info in it.
I also don't like that when you get a phone call, there is no pop up. There should be the launch window that pops up on your screen when you get a call so you can see who is calling rather than trying to find the window that has that info in it.
What problems is the product solving and how is that benefiting you?
Just being more responsive and quick to the phone rather than letting calls go to voicemail. I like that the calls are recorded so if we are having a customer service issue, we can go back and listen to the calls.
I think it just adds more ownership and responsibility on us as we each get separate phone calls rather that just both phones ringing and us waiting for someone else to answer it.
I think it just adds more ownership and responsibility on us as we each get separate phone calls rather that just both phones ringing and us waiting for someone else to answer it.
Recommendations to others considering the product:
Make sure your phone company has all of their duck in a row and you have no call quality issues on your lines.
EXCELLENT SERVICE
What do you like best about the product?
It's easy to monitor calls,listen to recorded calls as well as navigate
What do you dislike about the product?
The timeout is too short.. We need a longer time span more than 2 hours..
What problems is the product solving and how is that benefiting you?
When I'm taking over a call without dropping the call.
Seemless Integration and Connectivity
What do you like best about the product?
NICE inContact's user interface is very easy to use and it provides the needed functionality for our company allowing various outgoing number options.
What do you dislike about the product?
Least thing to like about inContact is that, not so often but it it doesn't disconnect at times and freezes to reconnect unless you close and re-open the agent window.
What problems is the product solving and how is that benefiting you?
Easily being able to view your voicemails right away as well having options to set dispositions for calls to easily revert back to if needed.
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