NICE CXone Mpower
NICEExternal reviews
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Streamlines communication for business
What do you like best about the product?
Time tracking, how long the caller has been on hold, status options and call count view
What do you dislike about the product?
UI is a little slow which causes lost calls form time to time
Occasionally the interface will freeze
When accepting an incoming call, it will lag for a brief period of time
Occasionally the interface will freeze
When accepting an incoming call, it will lag for a brief period of time
What problems is the product solving and how is that benefiting you?
Enabling agents who work from home to interact and provide assistance to clients
NiCE inContact: Great Platform for Call Center Work
What do you like best about the product?
This platform is extremely user friendly. Agents are able to customize their softphone settings in order to make their job easier. Supervisors can send agents messages directly to the MAX screen which is a great advantage. The A/V notifications on this platform are very helpful, making it clear when a call is coming in and when the line has connected. This program makes my job very doable and I am thoroughly pleased with using it in order to complete my work.
What do you dislike about the product?
Sometimes agent messages are slow to come through, creating an unnecessary and sometimes awkward pause when speaking to a donor/customer, especially on callbacks. There have been two instances, through out the time of my use with this program, where it has gone offline, making me unable to do my job. Sometimes the website has been slow to load which has caused some issues in being able to start my work on time, as there is no way of knowing when this issue will happen, i.e. there is no warning.
What problems is the product solving and how is that benefiting you?
This program makes working remotely from home extremely easy and possible. It allows agents to work within the safety of their homes while the pandemic crisis is in effect. It eliminates the need for an agent to use a personal phone device or business phone in order to complete their work. It makes calls easier to track by providing a call contact ID for each call. It records all calls so that they can be reviewed by higher management for the purposes of accuracy and quality control, as well as to resolve any issues that may happen while on call.
Recommendations to others considering the product:
I would definitely recommend this platform for use of call center work.
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
inContact is adequate
What do you like best about the product?
I'm not great at figuring out computer programs, but inContact is very easy to use.
What do you dislike about the product?
The shift bid in NICE is super convoluted and nonsensical.
What problems is the product solving and how is that benefiting you?
I use inContact and NICE for my dialer and scheduling.
Medical Review Officer Assistant
What do you like best about the product?
Everything is well organized and user friendly.
What do you dislike about the product?
It can take awhile to load the MAX agent.
What problems is the product solving and how is that benefiting you?
Organizing team members calls, being able to see whose working what and how long, building easy reports from NICE.
Great Service
What do you like best about the product?
User friendly, multiple functions , and remotely .
What do you dislike about the product?
Ocassional connection issues and refusals
What problems is the product solving and how is that benefiting you?
Easy inboundt and outboundt calls
Recommendations to others considering the product:
no recommendation
Radiology
What do you like best about the product?
Unlike other programs this one was easy to learn and came with many new useful short cuts such as transferring patients and putting them on hold. It been an easy transition for all the team.. I would like to also mention that the reps that came to install were so sweet and helpful the whole time. I wouldn't want to go back to our old system again!
What do you dislike about the product?
I dislike that fact that its not really meant to make our life easier although it has some new features its not a lot that it makes a huge deference its more management driven meaning they can track productivity better, they can see how many calls come in and who takes them.
What problems is the product solving and how is that benefiting you?
Before incontact we had lots of trouble getting a hold of our team and seeing if they were available with this new program that problem has been solved. The team has benefited in its simplicity.
Recommendations to others considering the product:
I would recommend it mostly to call centers because it helps keep track of the team it also is a very easy program to learn and on top of that it seems easily adjustable meaning if you can change modalities, type of call and what calls come through. Also adding people is easy
Very flexible and versatile product!
What do you like best about the product?
the amount of details that it shows for all agents on the phone.
What do you dislike about the product?
I would prefer it set up standard reports. It allows reports but you have to create them from scratch.
What problems is the product solving and how is that benefiting you?
Tracking time between calls. Tracking how long agents are on calls.
Recommendations to others considering the product:
Very versatile and customizable tool!
Good Application for Customer Service
What do you like best about the product?
It has everything a regular phone would have. hold, transfer, end call.
What do you dislike about the product?
There are times when application has glitches but nothing a restart of application cant fix.
What problems is the product solving and how is that benefiting you?
It shows me how long i am on a call, how long i have a pt on hold. i usually use that to make sure my time on a call is distributed accordingly.
Effectiveness
What do you like best about the product?
I like the easy accessibility and accuracy of information
What do you dislike about the product?
Having to repeatedly deal with extra safety measures when logging in.
What problems is the product solving and how is that benefiting you?
The ability to effectively community daily needs.
Recommendations to others considering the product:
Try the software program
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