NICE CXone Mpower
NICEExternal reviews
1,714 reviews
from
and
External reviews are not included in the AWS star rating for the product.
NICE inContact: The tool that save my life!
What do you like best about the product?
I love how easy it is to use inContact's interface and access to reports. I'm a current user of it. I still remember that first time I logged into inContact my performance skyrocketed and I started winning all performance bonuses in my job, because it gives me full control on the call handling time. Before I used avaya phones and similar software. I was lost and did not have complete control on my call handling time; so my performance was lower than my co-workers and did not get the performance bonus offered in the call center I worked for. Have you ever felt like that before? But now everything has changed and improved. Also, it's very helpful to have all my schedule in an easy to look interface so that I can improve my performance and adherence permanently. It displays the exact hold, mute and call times, so I'm always in control of time. And also I can check the amount of calls I've taken and even report technical Issues. It is the most helpful and easy-to-use tool I've used in my entire life as a call center agent. InContact is the best!
What do you dislike about the product?
The only thing I wish was improved would be a bigger notepad, with different text styles. I mean, the one that it currently has included is fine and does the work it was designed for. However, having different text fonts and styles will make it more fun to work with.
What problems is the product solving and how is that benefiting you?
With InContact I'm solving the problem of excessive delays and call handling times when assisting customers. Also, I'm controlling my schedule at all times.
Recommendations to others considering the product:
Guys, you have to try it. I'm sure you are going to love it. The performance of your agents will improve as they will always have the full control of the call handling times in their calls. Also the graphic user interface is so easy to use and you are going to love it. On top of that it always gives you the metrics for the amount of calls that were taken and also it possesses the capability to report technical issues. However, please be advised that it requires a good internet connection with enough bandwidth to support the calls, also it' is important that you use a headset that is in good conditions for a better experience of both your agent and your customer.
Timing out is super inconvenient
What do you like best about the product?
It's intuitive to use and the WFI logic allows for more efficient call routing, without the errors of leaving agents in queues that they are only backups for.
What do you dislike about the product?
It automatically will log out of NICE inContact all the time. Whether we're sitting on the dashboard to view callboards, or actively using it to monitor calls or evaluate agents.
What problems is the product solving and how is that benefiting you?
We removed our physical phones and use soft phones now, which makes working from home easier. The WFI logic allows for more efficient call routing.
Recommendations to others considering the product:
It's pretty good.
NICE IS NICE
What do you like best about the product?
It is an easy tool for business calls on the dialer
What do you dislike about the product?
At times the dialer glitches and I loose my callers and it reflects that I refused the calls on my end and that drops my adherence
What problems is the product solving and how is that benefiting you?
I am able to make and receive business calls
User Friendly
What do you like best about the product?
Time management of InContact and it shows alot of pertinent info
What do you dislike about the product?
Nothing to really dislike about it because it is so user friendly
What problems is the product solving and how is that benefiting you?
No problems at all to solve, the benefit of having to manually do it all
Recommendations to others considering the product:
Yes of course
decent
What do you like best about the product?
Love the fact i can take calls via cellular device so no need for clunky equipment i can take calls the same way i would a personal one making the experience that more personable. I do like how when i was in techsupport code troubleshooting my own issues i recieved a call from tech support assisting me to get me back on track. Also i like that if i didnt have a cellular device i can pug in headphones. Not everyonee is fortunate enough to have a personal phone so to be able to take calls through the actual system and still be able function through the systems needed for work is good for people who are starting the job on their last few dollars so that they can buy a cellular decive. I think more companies should utilize this.
What do you dislike about the product?
the fact that i dont have realtime log in information to track hours when supervisor logs out mid call as i come from a break and accepted call 4 seconds after switching code to available from break.
What problems is the product solving and how is that benefiting you?
supervisor log offs making the experience horrible because I get a call and then they already pressing log off when only 4 seconds passed. also there needs to be a way to be able to know how long i've been in the system and for what days. Maybe a daily report to be made available that can be viewed so that i can keep track of my hours real time
Recommendations to others considering the product:
perhaps a mobile app ?
Reliable and very user friendly overlay
What do you like best about the product?
Reliable connection, few if any dropped calls.
What do you dislike about the product?
The ring tone options are limited. Needs to have customizable ring tones
What problems is the product solving and how is that benefiting you?
Consumer call ins.
Recommendations to others considering the product:
Learn to use the saved phone book in the app
Best of the VOIP business phone hotline tools I have used.
What do you like best about the product?
The stability and reliability of InContact impresses me, compared to others I have used (Avaya, and one other, the name of which I cannot recall). There have been almost no service interruptions. The system is feature rich, and it performs quickly, with no lags or glitches.
What do you dislike about the product?
InContact's options for tracking calls can be overly complicated, and I think the window management could be better (there could be better ways to allow one to organize windows on one's desktop). Efficiency is important in a high-volume, fast-paced hotline environment, so it would be helpful if there were more options for controlling when windows pop up and where. I work around this by keeping a window of InContact MAX on one side of my main screen at all times, so I can easily click to accept a call. The option to have it pop up interferes with other windows on my screen, and I have only so much screen space available, so it works best for me to simply keep a window open to one side, but it is not how I would most prefer it. Additionally, I would like InContact MAX to keep an easily-accessible but uncluttered list of prior calls, including category/contract the call applied to, and the length of the call (currently the list produced is limited and does not show every detail I would need for most efficient timekeeping).
What problems is the product solving and how is that benefiting you?
For my work, and from my perspective, the main problem InContact has solved was unreliable service, from our previous vendors. The stability and reliability of InContact is the most important improvement over competitors' systems. My managers also needed a system that provided them with more granular -- more detailed -- statistics about our calls than previous vendors' products, and InContact has helped resolve that problem as well.
Easy to use, plus feature packed
What do you like best about the product?
I like how simple and how versatile it is to use. Could not be any easier to use on a daily basis. I use it every day and its a great product to be using. It make all my every day tasks that much simpler . I am able to focus on my task at work rather than struggle with my phone system. I have been using it for a few years now so it has evolved over time and getting better.
What do you dislike about the product?
I would say the only dislike is the softphone should have more features. Different ringers, ability to change little things like that. I also dislike that there arent more features like call lists and time stamps of previous calls and how long those calls lasted. I feel like they need to improve little things like that so I can use it for reference more often.
What problems is the product solving and how is that benefiting you?
Have phone service on multiple platforms without any downloads and able to connect with clients on a daily basis. Benefits include ease of use and its simplicity. I have also realized you can see your performance stacked against your team including productivity. This has been a great feature so you can see where you stand. I have also noticed it can be used on nearly all computers and use either a hard phone or softphone or even to your own cell phone which is invaluable. Things like this are huge by allowing so many options.
Recommendations to others considering the product:
Great service to use
NICE
What do you like best about the product?
I like that it is easy to navigate. and it helps our teams keep track of calls, times, and other reports. It has been easy to use from in the office & now working from home. Its helped the training for our company to continue on.
What do you dislike about the product?
There isn't anything in particular that I dislike, but I do wish it had more information for the actual call itself and other options.
I don't know of any recommendations I can provide, as I only use this to track our companies call queues and wait times.
I don't know of any recommendations I can provide, as I only use this to track our companies call queues and wait times.
What problems is the product solving and how is that benefiting you?
N/A. I don't do any problem solving with NICE so I would not know what the benefits of using this product are.
NICE inContact is for users in a call-center environment.
What do you like best about the product?
What is most helpful about NICE inContact? What are the upsides of using NICE inContact? The simplicity of the program when it comes to making calls. I am able to make and listen to calls with ease. It allows everyone to complete calls without having to dial calls or look up numbers. The interface ensures that I know when calls come in and I know exactly how long I leave individuals on hold. It really provides a great deal of information for the user to manage calls going in and out of the office. I used the reports to see if my colleagues are busy with other customers but I can also see how long they have been inactive or how long they have been assisting another client. From what I can tell, it also does not take much computer resources so an older computer should be able to keep up with the amount of connectivity, RAM, and other resources used to keep this application active. I currently have this running on and old Dell computer and it seems to work just fine even with a Citrix receiver that provides an additional lag. Citrix is the biggest issue with is program because the Citrix is logged into a server for my job in another state so sometimes the system slows down but it does not seem to be a problem from the NICE in Contact. Another upside of using the program is that everyone can easily monitor what is going on with each user. If your company desires to listen to calls and gain useful duration and times statistics, this program provides those on a real-time basis.
What do you dislike about the product?
What is least helpful about NICE inContact? What are the downsides of using NICE inContact? The fact that it constantly needs to reconnect to stay active. Sometimes if you are not active for a couple of minutes, the system will automatically log you out due to inactivity, which is not good if you are receiving calls on an infrequent basis. This can become annoying when you are doing other activities and must monitor if you are on or offline. If you are offline, you cannot receive calls at all. The system does not give you an audible notification so you must periodically verify that you are still broadcasting. I have noticed that typically it will kick you off after one hour of any agent leg. If you do not hit the connect button you will appear to be logged out and anyone monitoring your calls will see this which can make it look like you are avoiding calls. Anyone who sits in and not connected agent leg can sit there unknowingly which is bad for the person who might have to explain why the leg in not connected. To make this better, the program should provide an audible notification that would continue to sound until fixed. There should also be another notification by bringing the page to the front so the user can see what is going on and quickly fix it. Again, the biggest downside is the agent leg that must always be connected if you want to retain any useful characteristics from the program. I personally monitor my agent leg so that it does not disconnect and I am able to receive calls. If the agent leg disconnects, you cannot connect to a call and it will actually state that you refused the call which means you will have to explain to somebody that your agent leg was down and you did not refuse the call. Besides the application dropping your agent leg, it will also log you out of the website. If you do not monitor the website, it will log you off whether you are active or not is not a factor. The system only allows you to remain logged in for a certain amount of time before you must extend the session or re log into the system.
What problems is the product solving and how is that benefiting you?
What business problems is NICE inContact helping you solve? I use it to make and receive calls from clients. The best benefit is that it provides several parameters to measure the efficiency of my communications. The system can make several reports to compare the calls from one user to another. Nice inContact also provides a great platform to access colleagues remotely. I am able to find names in a search, then dial them without knowing their direct phones. This comes in handy when you are on the phone with a client and want to transfer or add the person by conference to perform a three way conversation. One of the best features is that you can broadcast in different modes. Sometimes you can be unavailable, so you do not accept calls or you can be available to accept calls. The best thing is that you and others can monitor how long you stay in these modes to ensure that you do not stay in the unavailable mode too long. Beyond the ability to make and receive calls, I do not use it for anything that cannot be done by other programs such as Teams, Skype, or Zoom. My recommendation would be to use a website to access the phone system and have the NICE inContact reside within the website browser instead of using an additional pop up that does not provide much additional information to the user.
Recommendations to others considering the product:
What advice do you have for those looking at NICE inContact? Try several ways of communicating your needs to the owners of this program. Do not assume that it will provide you certain benefits unless it has been used to deliberately provide those gains for your organization. I feel that it provides a streamlined approach to fulfilling the call center activities that most agencies will need to communicate remotely. The largest aspect of the functionality of this program is the ability to reach remotely while still have the ability to interact with colleagues in a face to face arrangement. I have not tried other similar programs but if I had to assume others provided a similar experience then I would use this program for other businesses that I own. That is to say that only if everything else was the same such as price and other parameters. If had to pick from other options I would definitely view this as a viable option. I do not have any recommendations for this program as I am not an expert on items such as this.
showing 1,181 - 1,190