NICE CXone Mpower
NICEExternal reviews
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NICE inContact: efficient, intuitive, user-friendly
What do you like best about the product?
Learning to use the NICE inContact system was not very difficult or overly time-consuming. The icons provide the user with some reference to its functionality despite the lack of a title or name for the icon. Once the user is accustom to how to navigate the system, the system provides many valuable tools.
What do you dislike about the product?
Initially, the system was difficult to navigate because none of the icons were labeled. One had to learn the function of each icon by trial and error. When hovering over the icon there is a one or two word name for the icon; however, I believe it would be easier for new users to see the name directly beneath the icon and instead of having the name displayed when hovering over the icon there can be brief description of the information that can be found with that icon. Another suggestion I have is for the contacts history icon and the information displayed in the list of previous contacts. Currently, the information displayed in the contacts list is the phone number. If there is an account that a user needs to refer back to and there isn't an account number, then the user may have some difficulty locating that account. Having the account number displayed would be useful in referencing previous accounts.
What problems is the product solving and how is that benefiting you?
Using NICE inContact allows me to supervise my agents effectively by monitoring their calls, observing the amount of time spent in various auxiliary codes, and escalating calls when necessary. Closely monitoring agents allows me to provide real-time, one-on-one guidance and coaching. In addition, the system provides detailed information in a precise and easy to read format. For example, I use the system to keep track of agent behavior to develop performance improvement plans and identify specific indicators that may help an agent meet their goals for productivity.
Recommendations to others considering the product:
I would recommend to new user that they take the time to explore all of the systems functionality. Although it may take some time to learn how to use the new system, one is likely to find themselves working at a higher rate of productivity.
it's a grate tool to work with amazing
What do you like best about the product?
call quality and communication with our customers.
What do you dislike about the product?
when you press f5 by mistake and disconnect you from the call you at
What problems is the product solving and how is that benefiting you?
help solve our customers issue.
Improvement in how calls are handled
What do you like best about the product?
Call Recording accuracy and ease of transferring between departments
What do you dislike about the product?
There is a system error which causes emails to duplicate
What problems is the product solving and how is that benefiting you?
Call Handling time frames are problems that are being solved > The benefits so far have been the ease of transferring calls within departments and accuracy of login times
Recommendations to others considering the product:
Great too to track call type and issues. Also great at scheduling and adherence keeping. Good tool so far
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.
It's great!
What do you like best about the product?
It's really fast and efficient, working with this plaftorm is great! In the company we work at we use this system and it helps us with a lot of support for our clients, the best thing about it it's also when a call comes in the system automatically opens the call and pops up the client information, like I was mentioning, it's great to have a platform that helps us with the clients really fast and gives us all the tools to provide customer service. I love working with this system and I love the company I work for, they make the greatest team.
What do you dislike about the product?
Somethimes it's a bit laggy but most of the time works great! The good thing is that we just report any issues to our manager and he gets in touch with you guys and it gets fixed really fast and easy.Sometimes it kicks me out but most of the time it works really nice.
What problems is the product solving and how is that benefiting you?
A lot of customer support issues, but like I've been saying, this system is a life saver, I am proud to mention that I use this platform, it's really easy to use, we handle a lot of customers that need our help and this is the perfect way to let them know that we are here for them, and this is the best way to let them know we care, with a fast and eay to use platform that can allow us to resolve their problems faster
Recommendations to others considering the product:
It's really good so far it's the first time I use a system that works very smooth and does not give me problems.
Has put us yet another step ahead.
What do you like best about the product?
Being able to see all of our callers/clients activity is what i enjoy most about NICE. Right when I answer a call, everything I need to know to help me do my job is right in front of me.
What do you dislike about the product?
Too many additional screens. We have dashboard, then also max agent and the customer pop.
What problems is the product solving and how is that benefiting you?
I am able to see if a client has already spoken with us, right when i answer a call. I am able to see any notes that have been entered in an files tied to the caller/client.
This product is an effortless tool to pick up and utilize for any company
What do you like best about the product?
It's reactive and I am able to manage my time better, knowing how many agents are available at one time. I love being able to add notes at the end of the call. I also enjoy being able to go to the website and all of the options that I have as far as setting a schedule and things like that! The queue options are wonderful and knowing that I can look at my full history by logging into the site is great too. I had some initial issues with my Agent ID vs logging in with my phone number, and it wasn't very easy to figure out; however finding the answer was easy due to the knowledge base options available.
What do you dislike about the product?
I don't like that it relies on another app in order to take calls. I don't like having to log in to 2 things in order to do my job. However, this is something that I've gotten used to. I don't know if this is how my organization utilizes the product though. I know that it was brought over from physical phone lines, so that could be why.
What problems is the product solving and how is that benefiting you?
The ability to make sure our customers are always covered. We are always there for our customers now, even during meetings. I love being able to see the queue during meetings. Our manager is also able to set up after hours support for our team. This means that it will cycle through our team until one of us answers, and if we can't get to the customer, it will make a case through salesforce! It's a great feature because we can listen to the recording right from the case and call the customer right back!
Recommendations to others considering the product:
I would recommend to do your homework and make sure you are setting yourself up for success. This is a great tool with lots of reporting capabilities! It can definitely lead you on your way to victory! I would see how it integrates with other software that you utilize so you can get the best functionality out of it that you need for your company.
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
Review on InContact
What do you like best about the product?
Functionality in the system is seemingly very efficient and the interface is very easy to navigate.
What do you dislike about the product?
When you have a caller on hold when using a 2nd line (such as for an interpreter) no option exist.
What problems is the product solving and how is that benefiting you?
We are using it to service call for member and if needed make outbound calls or transfers internally. The benfits are fullfilling these requests.
InContact review
What do you like best about the product?
The most helpful part are that the code are ez to get to.
What do you dislike about the product?
Some times it does freeze up and does not allow you to hang up or change codes
What problems is the product solving and how is that benefiting you?
In contact makes it very ex to transfer to a different dept
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