NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Great Service
What do you like best about the product?
User friendly, multiple functions , and remotely .
What do you dislike about the product?
Ocassional connection issues and refusals
What problems is the product solving and how is that benefiting you?
Easy inboundt and outboundt calls
Recommendations to others considering the product:
no recommendation
Very easy and simple to use, although sometimes malfunctions.
What do you like best about the product?
I like the simplicity of the website and its quickness.
What do you dislike about the product?
Sometimes it disconnects, but also, a widget would be NICE!
What problems is the product solving and how is that benefiting you?
None, its just a tool we user to track our time.
Recommendations to others considering the product:
None
NICE InContact has a lot of neat features and a lot of possibilities but it tends to crash a lot
What do you like best about the product?
Because of InContact our company was able to work remotely, all types of report able to be pulled and AI feature
What do you dislike about the product?
It logs me off very frequently under an hour, it's annoying when I am trying to monitor a call but I can't because I need to log back in. The system crashes a lot and some of the reporting does not add up comparing to other reports.
What problems is the product solving and how is that benefiting you?
Reporting
Recommendations to others considering the product:
None
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
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.
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.
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.
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.
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.
Glitches and lots of Restarts
What do you like best about the product?
I am able to obtain pertinent information about each of my agents for their job performance, time management, statuses they use throughout the day, see if they have refused a call, transferred a call as well remove them if necessary.
What do you dislike about the product?
There are so many glitches within the platform that constantly require a restart of the program that are time-consuming. It freezes at times, takes to long to load if switching between tabs as I have at least 3 open at all times to watch multiple agents as well run reports. If I double click to explode open the agent zoom it takes too long to load. When you hover over the call within the agent zoom it does not always show what type it is, only on some of the calls and if it is a refused call it gives no info there which would be very nice if it did. When setting up your personalized dashboard it is very cumbersome and difficult to manage. The panes/boxes do not move into position as you would assume, it takes some time to master this and then it doesn't always work out as you would like. If you need to enlarge one of them as agents log in you have to keep your fingers crossed it will work as you have to drag down the bottom of the pane/box you are trying to make bigger and it never works the first time rather the 50th time.
What problems is the product solving and how is that benefiting you?
The ability to go back to previous days to look at the times of each agent per day to see what their performance was as well the reports you can run. I have found ways to look up information per agent per day to verify login & logout times, who they have transferred calls to, how long it takes them to answer a call if there are no technical issues, track incorrect call transfers by agents to be coached on this behaviour, run reports on refused calls and even look to see if it was agent or system that caused the refused call. I have even been able to track agent behaviour for work avoidance.
Recommendations to others considering the product:
Make sure you have help setting up as it can be complicated to do at first
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