NICE CXone Mpower
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Daily User
What do you like best about the product?
That I can see all of the Reps online...
What do you dislike about the product?
That the line disconnects when they are on the phone
What problems is the product solving and how is that benefiting you?
Phone call coming in from providers. That the call can be transferred and that I can stay on and listen if needed
Recommendations to others considering the product:
Make sure to have the right internet service to support your connection
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
The most reliable program you will ever use.
What do you like best about the product?
We rarely have issues with this our phones, but when we do they are fixed very quickly. It is extremely easy to use and they are frequently updating to prevent bugs. I like that you can see a report of how many calls have been taken/missed and they send a report of your service level monthly. The address book that is built-in makes it easy to dial out to anybody in the organization by just typing a name. I use this program every day, so I like that there is an option for this to log in automatically every morning without me having to sign in daily.
What do you dislike about the product?
There are times that the program will freeze. The "History" or call log is not always accurate. So, if you forget to write down a phone number or get disconnected, you might not be able to locate the number that just called you or the number you just dialed out. I wish there was more customization with phones. For example, more ringtones or a more aesthetic appearance or theme, but that is just a preference.
What problems is the product solving and how is that benefiting you?
We are able to grade our "customer service" with NICE inContact. As a whole team, we are able to use the reports to measure how long we are on the phone, how many calls we have missed, and the call volume of each individual group to see if we need to balance a workload. I also like that the program will show who is available on the team you work with. This is helpful when I have a customer on the phone who needs to speak to a specific person. I can quickly check the page to see if my coworkers are unavailable in a meeting.lunch or a break!
Recommendations to others considering the product:
This program is everything you need for your business. I would really recommend NICE inContact if you are facing issues with customer service goals. The visibilibity it gives to the members of your team will give them motivation to do better and also gives visibility to supervisors/managers on where the energy should be focused.
InContact experience
What do you like best about the product?
The operational monitoring is an excellent tool.
What do you dislike about the product?
Seems to log off after a small period of time.
What problems is the product solving and how is that benefiting you?
Tracking hold and available times for our service desk.
Nice In Contact
What do you like best about the product?
It is very user friendly. It is easy to make and accept calls I like being able track calls within the program.
What do you dislike about the product?
there is a little delay when speaking with patients about 3-4 seconds so on occasion you can talk over a person not realizing the reason they don't respond so quickly is due to that delay.
What problems is the product solving and how is that benefiting you?
it is eliminating the need to have two programs to accept and make calls and one for tracking. The benefit is that it is a one stop application for your calling needs.
Recommendations to others considering the product:
It is a easy to use system has been wonderful for our team.
It's easy to use, quality always keeps up and after an year of working with it, no major issues.
What do you like best about the product?
I like that it loads quickly and bugless. It doesn't cause any delays and makes operations smoothly. Also, when used for corporations, it makes easier to find colleagues by names instead of dialing up their numbers separately (good phonebook). It's a really good tool to log the data, have some basic statistics at hand and in general, it tracks a performance really well, both for managers and for self development.
What do you dislike about the product?
The outlook of it could be changed a bit. In my opinion, it looks a bit old style and could use some nice tuning here and there. The tool is good for the reporting, however , I believe that the modifying the looks would make reportable data more visible and would look better and more attractable for clients of Nice InContact.
I personally like it but I'm also used to it, so for newer users, I am guessing it would be more attractive for them to see nicer outlook of the program.
I personally like it but I'm also used to it, so for newer users, I am guessing it would be more attractive for them to see nicer outlook of the program.
What problems is the product solving and how is that benefiting you?
I solve customer service related issues, giving them a call is definitely a faster way.
Due to the work specifics, we deal with importing and exporting goods, data entry and some part of accounting as well.
Many times, the urgency of the businesses we deal with is really high, thus having a call system helps a lot to solve issues immediately.
Due to the work specifics, we deal with importing and exporting goods, data entry and some part of accounting as well.
Many times, the urgency of the businesses we deal with is really high, thus having a call system helps a lot to solve issues immediately.
Recommendations to others considering the product:
I would recommend it since it's a nice tool to have with lots of options that could be implemented. It's nice for managers as well as employees to have a thorough view of the stats.
Nice Service
What do you like best about the product?
It shows the times the each has been waiting and has been used. Very easy to navigate.
What do you dislike about the product?
Using agent from telephone does not function same as soft phone.
What problems is the product solving and how is that benefiting you?
Agent can be difficult to use. Sometimes site crashes which makes it hard to use site.When rejecting a call I should be able to take the next call in the queue before seeing the same call. With time it will be a better. Easy to track productivity.
Recommendations to others considering the product:
Have a walkthrough of site before use.
Great product and excellent customer service.
What do you like best about the product?
Besides the amazing customer service, I love the reporting features. Central has a nice dashboard to display queue and service levels. You have prebuilt reports and reports you can set up manually that can program on a schedule to automatically email you an excel or CSV file whenever you need it.
What do you dislike about the product?
It can get really complex and complicated quickly. They have several apps that use for different things. To change operating hours, for instance, is a different app in ACD and to handle users is a different app, to program the IVR is a separate app and reporting is a separate app. Switching between the different apps and the lag time is what I most do not like.
What problems is the product solving and how is that benefiting you?
With nice incontact, we're able to integrate our call center with a robust CRM for even more robust reporting and introduce much-needed efficiencies by creating a much better experience for the agent, the caller, the supervisor, and the manger. We've been able to focus on growth rather than fiddling with equipment to get it right.
Recommendations to others considering the product:
We have an assigned TAM that we can reach out to for help besides the service desk, which is very nice, however, you will need a dedicated person or team to manage this software if you want to get more out of it. Just one person would be fine, but I believe this individual sole purpose should be know this software inside and out.
NICE CXone Review
What do you like best about the product?
An easily navigatable interface in terms of finding stats.
What do you dislike about the product?
More customization options for monitoring different queues.
What problems is the product solving and how is that benefiting you?
Meeting demands for resolving customer needs.
Recommendations to others considering the product:
None at the moment
User Friendly - Easy to Navigate - a usefull tool
What do you like best about the product?
It is user friendly, easy to navigate, easy to learn. a very much needed tools for those who is working in BPO or company in BPO Call center
What do you dislike about the product?
None. Everything works fine. East to navigate, dashboard was usefull
What problems is the product solving and how is that benefiting you?
you get to see the volume of call, graphics for analysis is well created as well
Recommendations to others considering the product:
Its a must tools
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