NICE CXone Mpower
NICEExternal reviews
1,714 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use, great system!
What do you like best about the product?
Using INContact is very easy to use and is a great system!
What do you dislike about the product?
I've definitely experienced some technical issues that were incontact related so that's why it gets an 8 out of 10.
What problems is the product solving and how is that benefiting you?
I've solved issues by closing the system and then logging back in, reconnecting the internet or clearing cookies and cache.
Recommendations to others considering the product:
i think its great! easier to connect to integrated software rather than phone though
Excellent reporting and customization functionality
What do you like best about the product?
I like the reporting option the best. In addition to being able to build completely customizable reports, there are quite a few pre-built reports (with excellent refresh rates) that are excellent. I have been using another product that has terrible pre-built reports and no option to customize reporting, so I truly appreciate that NICE inContact blows others out of the water when it comes to customization options.
What do you dislike about the product?
I do wish that there were more options in the widgets on the dashboard. There is a limit of 20 and our business is complex, so this is never enough.
What problems is the product solving and how is that benefiting you?
Being on NICE inContact made our Covid transition to WFH seamless! We didn't have any disruptions in coverage when we had to suddenly send everyone to work from home! Speaking to peers on other platforms, it was not so easy for everyone else (and some continue to experience issues months later!). We are very fortunate that we were already using NICE inContact when the office closures occurred.
Recommendations to others considering the product:
The NICE inContact platform is capable of many, many great things! Utilize your resources like your contact at NICE and the Dojo for online learning. I have found many great innovations that we weren't previously aware we had as options, by asking questions, utilizing the "Help" feature and perusing the Dojo. Every individual I have reached out to at NICE was quick, helpful and friendly!
So many tools that help wit your work
What do you like best about the product?
The possibility of live monitor calls, check call history, check agent activity(present and past). That really helps to keep track of several details important for our operation
What do you dislike about the product?
Is not that user friendly it takes a few days to get use to it and take advantage of all its tools
What problems is the product solving and how is that benefiting you?
Call tracking and activity were a mess before nice incontact. Now we have tools that really help to monitor, see call history and even take and place calls for support everything in just one platform
Recommendations to others considering the product:
Please be specific, try to share as most as you can regarding your needs and what you expect from this service. Know your business better. one platform can help with several needs in just one place and that only translates into efficiency for your team members
Nice in ContactReview
What do you like best about the product?
I like that the software is easy to use and understand. By nice in contact being so seamless it allows me to provide an outstanding experience for my customers.
What do you dislike about the product?
Nice In contact has lots of errors that wont clear sometimes. I have to keep refreshing it until it works. The agent leg always fails during my first call. The clarity of the calls are poor at times.
What problems is the product solving and how is that benefiting you?
Im able to look at my schedule. and by being adherent to your schedule you're able to be here and available for customers.
Constantly Improving
What do you like best about the product?
Simple to use and if any issues occur, they are handle timely.
What do you dislike about the product?
Having issue consistently cause work to be delayed.
What problems is the product solving and how is that benefiting you?
Engaging with customers which benefits the company as a whole.
Nice InContact
What do you like best about the product?
Being able to keep track of your schedule, the agent performance reports
What do you dislike about the product?
Too many technical issues at times, not updated call queues, disconnected calls
What problems is the product solving and how is that benefiting you?
Learning how to connect the agent leg much faster.
Recommendations to others considering the product:
N/A
NICE inContact
What do you like best about the product?
The simplicity of the website, not to confusing. Very straight forward.
What do you dislike about the product?
Sometime it does glitch and switch around your schedule break times.
What problems is the product solving and how is that benefiting you?
So far I have not ran into any problems that I couldn't fix.
Recommendations to others considering the product:
None.
Amazing platform for daily use!
What do you like best about the product?
It's a really friendly platform for daily job. It helps a lot when it comes to calling and connecting hours! You can connect all workers trough this platform, see connection times, hours, lunch, training, set up meetings between people inside & outside company, it also can be connected trough salesforce which is even better to review the progress of work specially when it comes to customer support teams.
What do you dislike about the product?
Sometimes it can be down for minutes but it depends also from the VPN & Internet workers are using.
What problems is the product solving and how is that benefiting you?
Time solving, scheduling times, connection with people from all around the world, long calls without any break from lines, connecting people inside & outside the compnay on the same call.
Incontact review
What do you like best about the product?
I use Incontact each day for my position as an inside sales rep. I make at least 50 calls a day and incontact makes my job so simple. I get several phone calls a day that i need to transfer to other and incontact does that with ease. The navigation of the app is what i like the most because it allows you to use several tools that show your day to day progress. It makes it simple for my managers to pull data of out weekly calls and to put together progress trackers to see where we sit month in and month out. All of our calls are recorded and incontact allows us to maintain phone calls we want to save for the future or send off for examples to other employees. I enjoy how you can put your personal phone number as one you can call out on when you need to leave the desk. There have been several times when i received important phone calls because i had used my personal number for incontact use.
What do you dislike about the product?
There are very few things i dislike about incontact but there are always things that could be fixed. From time to time incontact can shut down and will not load up for several minutes. There are also moments when i call out and there will be no sound on the other side. I do wish there were more tools to navigate last calls and to easily find phone numbers that you called out to earlier that day. Overall, incontact does not have many mistakes and from using it daily i can say it is a great tool for calling.
What problems is the product solving and how is that benefiting you?
I have found several benefits that make my day easier using incontact. I can communicate easily with my peers on a clean connection call.
Recommendations to others considering the product:
It is very simple to use. Try it out and navigate all your options before making an outbound call. I would recommend asking a manager how to find all the use full tools for you specif job. It will allow you to do several things that will make your day to day job easier. If it starts to freeze up i would recommend restarting your incontact and refresh the application. This is an occurrence i get every once in a while and it can last for up to 10 minutes if you do not reset it. There are times of the day when it slows down and that might be due to several people using incontact at once. If you want to test out incontact i would recommend looking up videos online or asking an sales rep to help. Some other tips would be to make as many calls as you can and to look at the unique tools it provides you. This will show your day to day progress and it will even save it for later use. It makes it simple for my managers to pull data of out weekly calls and to put together progress trackers to see where we sit month in and month out.
Convenient and user friendly!
What do you like best about the product?
The sound quality and multiple features. It makes communicating within and outside of my organization very easy.
What do you dislike about the product?
There is nothing to dislike about inContact
What problems is the product solving and how is that benefiting you?
NICE inContact allows me to clearly communicate with my clients and assist them during tight deadlines. It also allows the benefit of communicating with my colleagues. Now that we are all working from home, it still gives us the opportunity to remain in contact with one another.
Recommendations to others considering the product:
Multi functional, allows you to clearly communicate with others inside and outside of organization.
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