NICE CXone Mpower
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Great Tool!
What do you like best about the product?
It is very easy to use as long as you can get connected to the VPN. You can also reach out to other parties such as interpreters while on hold with the customer.
What do you dislike about the product?
Calls can drop while still connected to the VPN and sometimes a call comes in too fast to be able to redial the customer.
What problems is the product solving and how is that benefiting you?
It connects you to customers state-wide and gives them one place to call for all their needs.
Recommendations to others considering the product:
Make sure you are connected to the VPN at all times.
Issues Inbound
What do you like best about the product?
It's relatively easy to utilize from a work-from-home environment. The functionality of the program COULD be amazing, IF phone calls were going through as they should be. It's simple enough to see who is or isn't on calls, kick people off if they need to be kicked off, and just, in general, see the reporting. But the reporting doesn't really mean anything if our staff is unable to connect with customers or vendors.
What do you dislike about the product?
It's VERY buggy; calls will be dropped, calls will be eaten, and some phone calls will not go through to vendors at ALL due to how InContact sets up their incoming #. When we have attempted to reach out to InContact to resolve issues, they try to push back and state these are all our fault these issues are occurring. However, other companies who have been using InContact have also been experiencing similar issues, so InContact - it's not us.
What problems is the product solving and how is that benefiting you?
We've been able to stay in contact with our customers and vendors, even in the middle of the pandemic. This seems to be the sum total of the positive benefits.
Recommendations to others considering the product:
Phone numbers don't always come through as legitimate, which has the potential to make your business look like it resides on the shady side. If you don't mind that at all, this is otherwise perfect software.
Easy to work with. Easy to train for use.
What do you like best about the product?
I like the dashboard summary and the ease to lay it out as you prefer.
What do you dislike about the product?
Occasional time lags causing the need to refresh which then causes the need to reorganize your view.
What problems is the product solving and how is that benefiting you?
It promotes the team to me cognizant of the overall picture of the customer experience in a single look.
it's a great website and super user-friendly
What do you like best about the product?
I really like that you can choose if you want to use an integrated softphone or if you want to use your actual phone when using incontact. It gives a lot more options especially if you're having issues with one then you can just choose the other. I personally use the integrated soft phone just because it's the easiest for me and people can hear me very clearly which is great.
What do you dislike about the product?
One thing that I dislike is that if you are on a different tab on your browser and you get a call it'll automatically refuse that call when it's your first call of the day. Another thing I don't like Is that in contacts doesn't have a mute option which would be really useful because sometimes I'm coughing or I have to sneeze and I can't put them on hold just for that. Another thing that would be useful would be the option to put people on hold when you're on a three-way call because it's awkward having to keep them on the line when you need to wait for a supervisor or something like that.
What problems is the product solving and how is that benefiting you?
incontact lets me make calls to people and sets me up in a queue which is nice so I don't have to handle it myself. It also tracks my time down to the second using agent snapshot which is really nice. It was initially pretty hard to find but once I found it I use it every day.
Recommendations to others considering the product:
It really is a great program. It's really user-friendly and a lot of the stuff that it does seems to be customizable which is nice.
Satellite internet Connection
What do you like best about the product?
Everything works great when connected not at home. It's a great way to connect to people and help them out, when I am at another work location to do my job duties and I am able to connect to the internet using a router.
What do you dislike about the product?
I have satellite internet at my house and the CXone Softphone does not work with my satellite provider. This is the only way to receive internet access from my home, and unfortunately I am unable to work from home, and it would be great if there would be a way to connect to the CXone Softphone via satellite internet and not always using a router to be able to connect.
What problems is the product solving and how is that benefiting you?
I am part of the Census Application Technical Support team and I help clients with their technical question needs. As I help the clients who call asking questions about how they can continue with their job, I learn with them. And when I hear from the clients that they are happy with the support they got it just makes my day.
Recommendations to others considering the product:
Its a great way tot connect to people!
InContact Review
What do you like best about the product?
What I like best with in contact is that it is tracking your time and it is very accurate. I also like the fact that have the option of tracking the break, and lunch time so people don't abuse the system. I also like the idea that you can customize the different status that you can add to nice in contact.
What do you dislike about the product?
The only thing that is giving me a problem is that sometimes when you change your status to break, lunch, available or other options, sometimes it doesn't do it and the only way to do it by closing the window, and relaunch it.
What problems is the product solving and how is that benefiting you?
I am using this service for my job and I am using it to help fellow Floridians. The benefits that I realized is that it is tracking the time so people don't abuse the lunch or break times.
Recommendations to others considering the product:
It is a great service. I suggest that people use it.
Great platform for support executives.
What do you like best about the product?
Different aux options such as (Break, Meeting, Lunch, Outbound etc.). Integration with zoom phone etc.
What do you dislike about the product?
If you guys have desktop app. I might be wrong but i couldn't find an app to use incontact. I always use browser.
What problems is the product solving and how is that benefiting you?
Helping our clients on call. Sometimes conference call to other team to resolve different issues.
Recommendations to others considering the product:
Highly recommended.
I won't recommend it
What do you like best about the product?
The good things about incontact is alll the report available
What do you dislike about the product?
It has calls delayed and take time to connect to the leg since the call was launch
What problems is the product solving and how is that benefiting you?
Splits calls over different markets
Well the experience is mixed, the one thing that's lacking is the connection with other software.
What do you like best about the product?
The simplest functionality for incoming calls, although what it's lacking is the call back option.
What do you dislike about the product?
The UI design of the software, and the launch max
What problems is the product solving and how is that benefiting you?
Call connections.
An Useful Dialer Platform
What do you like best about the product?
The options are well streamlined and straightforward.
The dialer works well over VOIP.
The program can be securely used from a non-work computer in case of emergency.
The pop-ups integrate very easily with Sales Force; which is vital.
The dialer works well over VOIP.
The program can be securely used from a non-work computer in case of emergency.
The pop-ups integrate very easily with Sales Force; which is vital.
What do you dislike about the product?
This software does not share notes well with other software programs.
There's no option to set up a floor call back for inbound calls.
There's no option to set up a dialing profile for certain sensitive claims.
There are too few options available to reach back out to clients.
There's no option to set up a floor call back for inbound calls.
There's no option to set up a dialing profile for certain sensitive claims.
There are too few options available to reach back out to clients.
What problems is the product solving and how is that benefiting you?
The auto-dialer allows me to contact 3 times as many potential clients per shift.
I have the ability to get clients signed up in one call.
I have the ability to get clients signed up in one call.
Recommendations to others considering the product:
Use it. It's very straightforward and easy to work with when you've been well trained on it.
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