NICE CXone Mpower
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This is very user friendly, structured, workforce optimized tool. I would recommend it to anyone!!
What do you like best about the product?
It helps with coaching to improve productivity. And you can pick the type of integrations you install with it.
What do you dislike about the product?
So far nothing. It's really easy to use and works with almost any type of integrated service. So far anyway!
What problems is the product solving and how is that benefiting you?
It's much easier to analyze and get accurate results from calls. Meaning I know how to better set performance levels for my team.
Amplifying productivity and integration with Fintech
What do you like best about the product?
The speed of signing in and getting to work. I like that it uploads fast and I can easily get started on my workday. Most of the other programs i use tend to take a bit longer. I like that you have a supervisory view option that allows you to see the productivity and how you compare to everyone else at the company. I use other programs that lack the ability to use this function. In the Fintech industry, products like this one are necessary in providing the most optimal experience for us consultants and our clients.
What do you dislike about the product?
The multiple screens and popups.
One thing that is missing is an all in one page. Often times the dialer will not notice thats its called the same person too many times. I feel like things should be easily navigated with just one screen to work on instead of multiple.
One thing that is missing is an all in one page. Often times the dialer will not notice thats its called the same person too many times. I feel like things should be easily navigated with just one screen to work on instead of multiple.
What problems is the product solving and how is that benefiting you?
I am using the app mainly for the dialer portion of it. It needs a few kinks worked on, including but not limited to the frequency of calling people. As i said in the comment before I think the system should know not to call more than 3 times. Ofthen times, I have realized that clients can become very upset if the dialer has called them multiple times in a day. especially if they are at work or just not really interested in our services.
Recommendations to others considering the product:
Just make sure you utilize all training materials. Also, there are a lot of other programs or utilities available on the site that will let you integrate more use of this product. I have watched the training videos; they were beneficial with knowing the functions of the application. You can check your work status in comparison to others in your company as well as where you stand for your personal goals. If your company is like mine, and you all have performance reviews and competitions the supervisory application from this program will allow you to see where you stand in real time.
NICE
What do you like best about the product?
In addition to actively monitoring staff, queues, and contacts through the Dashboard in real-time, the Prebuilt Reports are valuable tools to review past activities for quality assurance and training purposes. The reporting capabilities have improved with the latest updates. Looking forward to eventually being able to audit text messages and outbound calls in the future as well. It's also great to have control over the ACD for various business needs.
What do you dislike about the product?
Depending on the flow of inbound contacts, the Dashboard has some delays that occasionally lead to miscommunications and refusals. Not being able to monitor or audit text messages is a concern for quality assurance. It would also be great to have auditing capabilities for outbound calls rather than only listening live via the Supervisor function.
What problems is the product solving and how is that benefiting you?
Standards and ongoing training needs are much easier to recognize through the Dashboard and various Prebuilt Reports. Managers, Supervisors, and Quality Assurance leadership teams may handle staffing or community issues at the moment in addition to being better prepared to coordinate short and long-term goals. Written and verbal records help to align with best workplace practices while improving upon overall professional development goals.
Recommendations to others considering the product:
Take your time to explore the functions and test them out. Keep a log of tech issues to help you understand when it's time to reach out for tech support.
great program
What do you like best about the product?
easy to use across platforms (PC, IOS, iphone) and keeps a record of a lot of helpful stats that can be recalled when asked for higher ups in the department and easy to keep track of employee performance while working from home
What do you dislike about the product?
sometimes the service lags/freezes and it doesnt update it real time, it updates every 5 seconds, which isn't the worst but also would be programmed to be better/quicker
What problems is the product solving and how is that benefiting you?
the ability to track workers and allow them to communicate with one another while working from home. also the program can be designed by us to keep track of whatever stats we want from phone calls
It's generally been a good experience, little issues here and there but overall a good product.
What do you like best about the product?
Updates in real time, can see everyone's status and incoming calls right away. I also like that you can how much availability there currently is as well as a list of everyone that is online.
What do you dislike about the product?
Every now and then it can get stuck and needs to be refreshed but it happens fairly rare so it isn't a really big issue. I believe it happened to me twice over the course of a few months.
What problems is the product solving and how is that benefiting you?
The benefits of the product are in the fact that it makes a easy way of keeping in contact with your organization, seeing all of your colleagues and their statuses at the time, which solved the problem of having to contact each person individually to obtain that information.
Recommendations to others considering the product:
I would recommend NICE CXone, after using it for a few years now I can confirm it is one of, if not the most stable product of its kind. The reason I feel it's better than its competition is that I have friends at other companies and, based on what they have shared with me, it does not seem stability is the strongest attribute for them. They often have issues with their product freezing, missing calls and other similar issues, much more than I experienced with products from CXone. Therefore, if you are in a position to choose the product you'll be going with, I strongly recommend choosing NICE CXone products.
At our company, we often discuss the products we use to evaluate how they help us with our work and if there are issues. Rarely do we speak about issues with NICE CXone products, so this confirms the above and why I would recommend this product to anyone. There are monthly reviews of the products and reports containing reported issues, and the InContact widget is usually the last thing that comes into the conversation. So if you really want your employees to have an easy time using this type of product, I would recommend going with NICE CXone.
At our company, we often discuss the products we use to evaluate how they help us with our work and if there are issues. Rarely do we speak about issues with NICE CXone products, so this confirms the above and why I would recommend this product to anyone. There are monthly reviews of the products and reports containing reported issues, and the InContact widget is usually the last thing that comes into the conversation. So if you really want your employees to have an easy time using this type of product, I would recommend going with NICE CXone.
Connected to Be One
What do you like best about the product?
I Enjoy the up-to-date modern style of complete software with easy access.
What do you dislike about the product?
The meaningless disposition for nonsethical calls.
What problems is the product solving and how is that benefiting you?
While working with others on a call the access to transfer is much faster than ever.
Recommendations to others considering the product:
Think of the company as a new approach to answering calls. There is no other better option.
It has a few bugs and will sometimes drop calls randomly but it operates smooth and has good perks
What do you like best about the product?
The estimated time for transfers. And the easiness of the transfer system.
What do you dislike about the product?
Sometimes calls will randomly disconnect but other than that it is a good phone system.
What problems is the product solving and how is that benefiting you?
The benefits of transfer and wait times have durastically improved.
seamless experience
What do you like best about the product?
I like the phone integration and the way it works for team.
What do you dislike about the product?
It would help if you improved the mobile interface
What problems is the product solving and how is that benefiting you?
It helps us to manage the customer phone queue.
Recommendations to others considering the product:
NA
Quality with NICE CXone!
What do you like best about the product?
The "MAX agent" feature of the software works exceptionally well, and doesn't lag speed wise. I like that there is a connectedness between my employees and I while using the "MAX agent"; we are able to view each others status regarding whether we are taking a call, break, lunch and so on.
What do you dislike about the product?
There doesn't appear to be a reliable form of support for agencies to contact the moderators of the NICE CXone software when there are hiccups in the system.
What problems is the product solving and how is that benefiting you?
In the past, I'd experienced problems with the "MAX agent" feature of the software freezing and disallowing me from answering calls. Currently, this is not an issue.
CXO
What do you like best about the product?
WHAT DO YOU FIND HELPFUL EASY TO MANAGE AGENTS AND LIVE MONITOR
What do you dislike about the product?
THAT IT WILL TIME OUT AN, YOU HAVE TO LOG IN AGAIN
What problems is the product solving and how is that benefiting you?
I LOVE HOW WE CAN TAKE OVER THE CALL WITHOUT TRANSFERRING
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