NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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The platform is great
What do you like best about the product?
I like the look of the platform and the ease of use.
What do you dislike about the product?
The lagging, and delayed responses when calls come in
What problems is the product solving and how is that benefiting you?
the hot keys when to configure to my keyboard
inContact Review
What do you like best about the product?
I like that it is designed for call center employees to receive only one phone call at a time and routes additional calls to other members of the team. It is also beneficial to see the dashboard which shows all employees' status at any given time.
What do you dislike about the product?
It would be helpful if there were a way for call center employees to indicate they are on another incoming call from a separate phone. There is an option to indicate you are on a separate outbound call but not another inbound. It would also be helpful to have an option not to record certain calls. I have one client representative that will not call the main number because she is speaking about sensitive employee information and does not want the call recorded. This then ties up my phone but I have no way of showing I am on another line.
What problems is the product solving and how is that benefiting you?
It has forced others in the workgroup who would not typically answer the phone to receive an equal amount of phone calls.
Naughty or NICE
What do you like best about the product?
I like the communication with their customer base. Involving their users in the design, and functionality of the tools and systems during development. The phone agent updates have been a nice improvement. They seem to happen often.
What do you dislike about the product?
I feel there can be simple changes within the system to allow for a more friendly user experience. More flexibility when managing your dashboard such as placement of metrics. The snapping of the metrics is difficult to deal with. Also allowing me to save the placement after logging off and back on.
What problems is the product solving and how is that benefiting you?
We are able to clearly watch and manage our team and their performance. Customization within certain respects for what options are available with setting up skills built for our needs.
An overall good solution for inbound phone and email contacts, clunky interface and mediocre uptime
What do you like best about the product?
Call features like number forwarding, holds, and transfers work well for the most part. It is easy to see what other agents are doing and communicate with them. From an administrative perspective, there is a lot of customization available for call and agent weighting. It is a mailable solution that can meet a wide variety of needs.
What do you dislike about the product?
The agent interface can be confusing and unresponsive at times. Getting a new user spun up on the product can take a long time depending on the company configuration. It seems that at least once a month, there is a service outage that affects our company.
What problems is the product solving and how is that benefiting you?
We are able to route calls and emails to the appropriate resource so issues are solved on first touch. The benefits are that our engineers are able to work on problems within their skillset and aren't spinning wheels on something that they are not equipped to handle. A major problem that has been solved is regional issues are now routed to a team member who is familiar with the inbound contact which is beneficial for both parties.
Recommendations to others considering the product:
The product is very mailable, but takes time to properly configure. Give a trial a chance to see if it is right for you first.
I think its a good program it is easy handle but sometimes ir gor stocked an have to closed
What do you like best about the product?
The mos helpful is the optios that we got the diferent status and cam make calls easy and also saves the numbers and info
What do you dislike about the product?
It got disconected a lot of time during the day and we got to be careful about that
What problems is the product solving and how is that benefiting you?
That is easy to handle its helpful that saves numbers an info numbers froms previews calls that are really important due that we need to make call backs
Recommendations to others considering the product:
Try to know the system so will be easy to handle
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
Great phone software!
What do you like best about the product?
Can login from anywhere and access the call queue. The software is very intuitive to use. It can be picked up by new employees very quickly and is definitely designed with the user in mind. Working remote this software very easy to get work done while at home. The calls can be answered on my cell phone or on my laptop which is very handy
What do you dislike about the product?
It works great and rarely crashes im not sure what to dislike. It may be because i do not know how but access a call history and a list of the numbers that called you to reach back out is harder than it should be. Also wished when i dialed out the caller ID on the other end would show as the call que # and not our direct lines. it causes issues when people call you back and they use your directly line instead of the que
What problems is the product solving and how is that benefiting you?
Easy to see what agents are available and to know when people are available. Makes it very easy to make sure every customer calls are answered in a timely manner. Also being able to transfer by name & extension is very helpful. Not having to have a list of everyone's extension on my desk is probably my favorite part. especially when you have 300+ extensions you use
Recommendations to others considering the product:
Works fantastic I would definitely recommend it. I have used other call center software at past jobs and we had constant phone outages. Never had this issue with in contact
I like the Nice InContact experience so far, but a few things could be smoother.
What do you like best about the product?
the user-friendly and ease of use aspect of it. One of my favorite things is when I miss a VM, nice incontact will automatically call me and playback the VM immediately after logging in. It allows me to reach out to the customers that I may have missed and that have questions.
What do you dislike about the product?
At times, Nice Incontact can be a little laggy. In my experience, sometimes I will try dialing out a number and then my cell won't ring and I get the typical "Agent no answer"
Other times when I'm outbound dialing, I'll just a "Busy" message with a red triangle and my call doesn't go forward as planned.
Other times when I'm outbound dialing, I'll just a "Busy" message with a red triangle and my call doesn't go forward as planned.
What problems is the product solving and how is that benefiting you?
NICE Incontact has allowed our inside sales team to remain connected and easily be able to transfer our customers to each other as needed when one team member answers a phone of another team member's customer. This has been very useful, especially during these virtual times.
feedback
What do you like best about the product?
the viewing of schedule ahead of time, and adding shifts
What do you dislike about the product?
my eastern time is not set, and i already put in request to change to eastern time
What problems is the product solving and how is that benefiting you?
anytime i need to switch swifts, and keeping up with my schedule
Recommendations to others considering the product:
na
Good except call drops
What do you like best about the product?
it's very user friendly and easy to use.
What do you dislike about the product?
A lot of times i have had calls drop mid call.
What problems is the product solving and how is that benefiting you?
helping me work from home
Recommendations to others considering the product:
It does pretty well working from home
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