NICE CXone Mpower
NICEExternal reviews
1,714 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A great app for communicating
What do you like best about the product?
The app is very user friendly. What you see is what you get. Everything that you need is in the dashboard and all the tools that you might use is in the Max Nice InContact.
What do you dislike about the product?
Sometimes, there can be unexplainable errors that forces my max to restart which can be a big issue when you use the app a lot. On the dashboard, sometimes it does not update real time especially when you are just an agent. On my case, I have supervisor view so I can improvise when my dashboard lags.
What problems is the product solving and how is that benefiting you?
Nice InContact is a very useful tool to Business Process Outsourcing companies. Getting reports for an agent is very useful especially when checking their productivity. This also applies to supervisors since the application shows tabulated reports on all their subordinates productivity.
Recommendations to others considering the product:
You should try the application . The ease of use is one of the factors a company might switch to this application.
inContact is awful
What do you like best about the product?
The upsides are that it disconnects my calls without warning so I no loner have to talk to customers. Also there were a couple days when it was down and I liked that also because I didn't have to work
What do you dislike about the product?
I dislike logging in screen because it is buggy, I dislike how the call routing glitches 9/10 times, I dislike inContact in general. I dislike the dashboard, actually, I hate the dashboard. It is so awful and weird that it makes me queasy just looking at it. I dislike all the extra button features on the agent. I dislike that I have to launch a separate agent. I dislike that it is super difficult to use on my mobile phone, like supremely difficult, there are several tricks to using it on there and I teach my colleagues but it's 2020, it should work on your phone without this many problems. I dislike the agent is a separate popup, I already have a bunch of popups, I don't need more.
What problems is the product solving and how is that benefiting you?
We are using it for customer support calls. The benefits are that it works occasionally and I can transfer calls to my colleagues. Other benefits are that I do not have to pay for it because my company does. If I had to pay for it I would obviously switch to something that worked better and wasn't so buggy but hey that's just what I would do. When you work for a large company you don't get to make these kinds of decisions, you have to work with whatever kind of crap software they give you access to.
Recommendations to others considering the product:
I would highly recommend not buying it or doing a trial. Definitely don't use it and Microsoft Salesbook, you will hate your life
NICE inContact. One of the Best Systems for Telecommunications
What do you like best about the product?
The UI of the Dashboard and the extra items that can be used in this system such as ClearView and WFM IEX. These systems make managing our business so easy. Being able to see call data in this fashion allows us to see trends and prepare for upcoming increased call volume. The features and freedom that we can have with the system really assist with day to day business needs. We have the ability to live listen on calls and assist our agents on the call with ease through the supervisor tool. You can listen, speak with just the agent, speak with the agent and the customer at the same time, and even take over the call from the agent if ever needed. We also make great use of the Contact History that the system provides. This allows us to look for trends and even pull calls at a moment's notice to look for things needed on the call or even to troubleshoot certain issues we may be having such as audio issues.
What do you dislike about the product?
Unforeseen Errors with Max Agent. These can make issues with the current Work From Home period really difficult to make sure what an agent is seeing and how to correct it in a timely manner. There are also issues whenever there may be maintenance that we as users could have issues that day due to needing to reset our connections or even have a feature break that does not allow us to work at full compacity. These are normally caught right away and NICE will work to resolve these as quickly as they can.
What problems is the product solving and how is that benefiting you?
We are able to use this system for reporting that is saving a lot of time. This allows us to pull a lot of data in an instant. Being able to see call data in this fashion allows us to see trends and prepare for upcoming increased call volume. We are also able to route calls in other directions if ever needed. We have 3 centers in 3 different states and this has allowed us to be able to route calls to each other whenever another center is in need of assistance. The recent storms over the last few weeks have made recovering a lot easier.
Recommendations to others considering the product:
People who need data in order to function efficiently. To have an easy system that workers can navigate and not have frustrations due to complicated processes. To allow instant action whenever needed.
Amazing Work Experience with Good Efficeincy
What do you like best about the product?
Best Feature of InContact is, according to me would be systematic ease. making it super easy to use.
What do you dislike about the product?
Not much, but , limited headgears compatibility. Some headgear equipment does disconnects often. However, that would be a problem witht headgear equipment. Couldnt think of anything else. :)
What problems is the product solving and how is that benefiting you?
NICE InContact is helping in eradicating corporate communications lag. Had difficult time in using other cloud contact solutions, some were unstable or diffucult to operate. InContact was a good solution and is super easy to use. It's an awesome collaboration tool. NICE InContact is an absolute Critical technology.
Recommendations to others considering the product:
I would say, keep dcommunicating and giving feedback is important. Do not overlook it, give your reveiw about your problems and even if you like what you have. It makes the service better.
Informative and User Friendly
What do you like best about the product?
What I like most about InContact is the fact that not only can I see incoming calls, I can see them in the prequeue while the caller is still pressing menu options. This simple feature is very useful because it allows me to better prepare myself for that next call. Not only that, it also shows me what type of call to anticipate which is very important when working in a crisis center because you have to know how to greet the next caller appropriately. Very useful for me.
What do you dislike about the product?
One of the downsides of InContact is the some of the premade statuses that you put yourself in are automatically set to time you out of your InContact session if you go past 30 minutes, ex: Lunch Break, Texting, etc. If you are not constantly watching the time, you could be logged out for quite some time and not even realize it. I wish there was possibly a pop up box indicating that you have a set amount of time remaining before the session times out. That would be very helpful.
What problems is the product solving and how is that benefiting you?
The company that I work for doesnt handle too much problem solving tasks with InContact however I do enjoy the prequeue option on the Contact List because this allows you to click on the call and see what number is calling you before you even take the call. It even tells you how long that caller has been holding. This is especially helpful when it comes to repeat or crisis calls
Recommendations to others considering the product:
Definitely a great program to work with and is user friendly. Easy Dashboard to access the necessary components. Also gives you the option to allow the system to remember your log-in which is very useful when trying to log into the database quickly and in a hurry. inContact is very informative when it comes to providing caller information such as phone number and amount of time on hold. Also has call features such as hold, conference, transfer just as you would with a regular desk phone. Definitely taking over the virtual phone game for sure!
Using NICE on a daily basis
What do you like best about the product?
We use NICE InContact at work to ensure we are in a productive state. It also helps us keep track of our breaks and lunches. We use NICE IEX in order to manage our schedules. I love how easy it is to use, clocking in and out of work and although we do not use it for calls anymore, we haven't had any problems with it so far.
What do you dislike about the product?
When we used it for calls, we had issues getting the calls connected or sometimes it would cause them to drop. Whenever an email would come in, at times it would freeze when a call came over (calls having priority) but otherwise it was nice when we didn't have those issues.
What problems is the product solving and how is that benefiting you?
We are able to keep track of breaks and lunches, we also keep track of the time where we are on meetings and huddles as well as when we are having technical difficulties with our systems. I did realize that we are able to share feedback within the app, that helped to resolve a lot of ongoing issues we had when we were taking calls.
Recommendations to others considering the product:
Keep track of team's punches, ensuring productivity. Also being able to track meetings, use it to make calls and send emails to customers.
Excellent service
What do you like best about the product?
I like the ease of use. clear and excellent audio quality.
What do you dislike about the product?
Sometimes, it disconnects if internet signal is weak.
What problems is the product solving and how is that benefiting you?
Great to use for business, especially customer service.
It's fine as far as softphones and call center software goes, but...
What do you like best about the product?
It works most of the time, and it tracks relevant metrics thoroughly.
What do you dislike about the product?
It has difficulty connecting to and initializing its internal softphone for some users, though it seems idiosyncratic in its difficulties. The instructions and help page are difficult to plod through and find answers - near impossible if you're trying to find an answer quickly.
What problems is the product solving and how is that benefiting you?
I am an end user. I use it as part of a subcontract with a contractor, fundraising for major national nonprofits.
Better than most
What do you like best about the product?
The lay out is very easy on the eyes and organized. I like that it was very easy to learn and navigate.
What do you dislike about the product?
I dislike that if I have a caller on line 1 and call another department on line 2, if for some reason line 1 gets disconnected, line 1 isn't freed up so that I can use it to call them back,
What problems is the product solving and how is that benefiting you?
It’s a much nicer program than what we were using before. no phone is need for my work
inContact review
What do you like best about the product?
The fact that the application makes CX better.
What do you dislike about the product?
I m really satisfied with the product to the point that overall everything has been great so far.
What problems is the product solving and how is that benefiting you?
meeting customers needs as far as making their experience better while trying to purchase our products
Recommendations to others considering the product:
Overall I will recommend NICE software in order to transform your company CX experience for better results and customer satisfaction
showing 1,161 - 1,170