NICE CXone Mpower
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NICE inContact Reporting UI and Reporting API review
What do you like best about the product?
The customer reporting UI of NICE Incontact is very user friendly. It is useful to manage daily, weekly reports seamlessly. The parameters of the reports can be fine tune very easily and intuitively. Also Nice Incontact provides a scheduler that regularly sends out emails with attached reports. This helps use to manage the performance of Aerospace technical call center very well with improve customer experience daily.
Also the report API provided is very fantastic. We us this API in third party ETL and BI tools to seamlessly get desired reports.
Also the report API provided is very fantastic. We us this API in third party ETL and BI tools to seamlessly get desired reports.
What do you dislike about the product?
The tables and customers reports UI is not as good as those of Salesforce. The UI provides check box to select fields without any visualization of the report which is very painful. As we build the reports a visualization needs to be tied with it. For instance look at Salesforce reporting UI, building reports is so easy and intuitive as visualization of the reports is tied in.
What problems is the product solving and how is that benefiting you?
We are managing the call center performance of Aerospace technical call center. We are not only able to take customer calls with speed but also able to improve the customer touch points and experience daily. Metrics like long abandon, speed of answer, service level and average abandon time are created, managed and improved daily.
Recommendations to others considering the product:
Nice Incontact is a growing contact center software and support organization. The dashboards and reports are of good quality which helps to improve call center experience. You can go for this to manage your call center operations .
Makes communicating with customer easy and hassle free
What do you like best about the product?
I like the fact that InContact is intuitive to use. All the button placements make sense. It makes me be able to focus solely on the customer and not on technology
What do you dislike about the product?
What I dislike the most would be that we have technical issues more than what I would like. Audio issues or connection issues.
What problems is the product solving and how is that benefiting you?
I like the mute option, that helps me keep integrity and secrecy when it is necessary.
NICE is so great after all!
What do you like best about the product?
Quality of sound, User interface - friendly.
What do you dislike about the product?
None at the moment everything is ok for now
What problems is the product solving and how is that benefiting you?
Customer connection. Working from ain't that difficult because I am able to call my customer via phone or mobile phone.
Recommendations to others considering the product:
More streamlined and reliable.
I work with inContact to produce reporting from this application. Experience is mostly positive
What do you like best about the product?
The way how the reporting parameters are structured (in Custom Reports)
What do you dislike about the product?
No Power BI, Excel Power Query connector
What problems is the product solving and how is that benefiting you?
Reporting, providing meaningful insights to the business
Recommendations to others considering the product:
This is a nice application in terms of data analysis. However, API is required to produce more meaningful data analysis.
Nice Incontact
What do you like best about the product?
Ease of monitoring calls in the supervisor mode
What do you dislike about the product?
I wish the reports were easier to pull and read.
What problems is the product solving and how is that benefiting you?
Long call times, call avoidance, long holds, escalated calls. Monitoring agents and supervisor calls. Pulling metrics
I've never had an issue with NICE ever since I was introduced to the system!
What do you like best about the product?
The ability to create dashboards, edit them and most of all, the system is user friendly!
What do you dislike about the product?
The lag of logging in sometimes, but all good after a while
What problems is the product solving and how is that benefiting you?
Problems of system lags help us verify the information before any action.
Recommendations to others considering the product:
The system lags when attempting to log in.
NICE InContact contribute to the new remote work era
What do you like best about the product?
Open fast, has good voice quality and internet stability
What do you dislike about the product?
Lack for a way to split the two sides of the conversation for record separately
What problems is the product solving and how is that benefiting you?
Allow to work from home as it was from the office, client don´t notice any difference
Recommendations to others considering the product:
See all Computer requirements for better stability. In some cases with insufficient memory ram, it is possible to be frozen. But when you have a good ram inContact agent has good strength, although internet velocity has lower in some cases.
Efficient and proactive.
What do you like best about the product?
The ability to see when are my breaks and lunches. I can also check my other partners' time of availability or if they are in their lunches and break. I can also transfer the contacts for a different department. They also have this feature that allows you to log in before actual login in, which is good for cases when you are late. Due to this, I am able to click on "Auto-Login" and "Remember Password" in order to arrive sooner. I do also enjoy that every chat have different colors, which makes easier to remember which contact or customer your dealing with,
What do you dislike about the product?
Sometimes it freezes when I have more than 1 contact. I hate that I have to click several time on the same contact in order to proceed to a different one. I also dislike that it does not ask you if you want to park an email as confirmation, you just click it by accident and it parks it.
What problems is the product solving and how is that benefiting you?
I can multitask between 3 or more customers. I can also check when was the last time I interacted with them. I can see who texted the last, or how long is my contact. I have access to different shared files from my organization which makes easier to reply to the customer faster. I also have this signature feature and others canned replies where I just have to modify the changeable information.
Recommendations to others considering the product:
Make sure to be patient. Once you click on a contact you must wait a few minutes or either click on the rectangle that has the contact instead of the window that has the contact. It will load faster clicking the rectangle.
I use it for last 2 years, there were maybe very minor one or two incidents but overall i am happy
What do you like best about the product?
it is very user friendly application, you do not get lost in it
What do you dislike about the product?
that much to say about it but there were minor incidents
What problems is the product solving and how is that benefiting you?
we use it at work for customer technical support, i like the part how you can set lang skills for agents
Recommendations to others considering the product:
maybe it can be more user friendly than now but i am overall satisfied
Staying inContact
What do you like best about the product?
The browser based capabilities is the best feature of InContact as there is no additional installation required. The browser based tool allows for quick installation allowing new hires a quick and easy way to get the tool they need. With it's browser based installation there is a much shorter time when starting the tool, no waiting for it to load, no waiting for it to connect, no long waiting for it to shut down if there is a problem.
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By using a known browser this ensures that any troubleshooting needed can be done in an environment familiar with anyone familiar with computer software and even those with limited experience in a well known browser. Any troubleshooting done is simple and quick to complete. Even in the unlikely need for a re-installation the use only needs to remove and reinstall their browser.
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By using a known browser this ensures that any troubleshooting needed can be done in an environment familiar with anyone familiar with computer software and even those with limited experience in a well known browser. Any troubleshooting done is simple and quick to complete. Even in the unlikely need for a re-installation the use only needs to remove and reinstall their browser.
What do you dislike about the product?
I feel the inability to control some of the pop-ups at the user lever leaves a bit to be desired. When you are interacting with the softphone a pop-up will force you to start over and have to acknowledge that pop-up even though you had the phone as your active window. The number-pad support that is present in other softphones is missing..
What problems is the product solving and how is that benefiting you?
The problems solved vary from quick verbal phone support to having to navigate a companies convoluted IVR. A benefit would be how easy it is to check the caller's status and the ease to conference or transfer.
Recommendations to others considering the product:
Nice meets this companies needs with integration with our tools and ease of use for the CSRs who use it.
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