NICE CXone Mpower
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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
Nice app, with very powerfull analytics tools
What do you like best about the product?
Wide functionality, variety of pre-configured reports, user-friendly interface. it took 1-2 days to get familiar with it.
We are widely using it within our tech support communications.
After 2 years of experience. I can state that this is very reliable solution for your call center.
We are widely using it within our tech support communications.
After 2 years of experience. I can state that this is very reliable solution for your call center.
What do you dislike about the product?
It will be great to have mobile app for android. Sometimes we really need to get access from mobile phone.
What problems is the product solving and how is that benefiting you?
I am measuring and managing load across all agents. Making and receiving calls, conferencing my mates. The best benefit is pre-configured reports and wide manageability.
Review Nice in Contact
What do you like best about the product?
That you can see who is connected and request support either by communicating with a department or escalations
What do you dislike about the product?
That sometimes the phone does not have audio and sometimes it is difficult to reestablish to be able to receive calls correctly and the calls I made during the day or some other date are not seen.
What problems is the product solving and how is that benefiting you?
It is a practical and easy-to-use tool, you can transfer calls, make conferences, consult with other departments, you can see which departments and who are connected and the colors are colorful.
Recommendations to others considering the product:
I recommend using the tool, it is a good work tool.
Nice review
What do you like best about the product?
It is easy once you get logged in, you just click status.
What do you dislike about the product?
That when you are booted out of your vpn, it holds it against you in NICE-- sometimes you don't realize that you were booted for a few mins.
What problems is the product solving and how is that benefiting you?
It links to our clock- but sometimes they do not line up due to vpn issues.
Overall Does The Job
What do you like best about the product?
I like the ability to customize the reporting
What do you dislike about the product?
I would like to see better layouts and an option for a very condensed version where I can see lots of info in a small window. Also, the call recording filters are cumbersome, a better designed UI would be great!
What problems is the product solving and how is that benefiting you?
We utilize the platform to identify agent statuses and run reporting to identify outliers.
Recommendations to others considering the product:
To test out the software to be sure it aligns with your needs, the software works but could use some UI improvements.
Powerful Phone Solution
What do you like best about the product?
The thing I like the most so far about it is its ability to read tone in a call as well as cut out all the dead air time automatically. We are just getting familiar with all the new features however its leagues above the last phone system we used. We are about to start using the built in chat function as well with the bot to help drive calls down. So what I like best are the rich features we get to make my day to day easier.
What do you dislike about the product?
The only dislike so far is not the fault of the system but because its just difficult to learn a new system and all the quirks that might go along with it. Agents will always run into issues and so far the actual bugs we have found are addressed pretty quickly. That was the biggest issue with the previous system we used was the support and so far their support is better. The PTO scheduler needs color codes to separate skills.
What problems is the product solving and how is that benefiting you?
QA's have been streamlined a little and the QA features built in add to the coaching conversations. It also has a lot of nice visual reports and data to help the agents easily absorb the information. The dashboards are easily customized and again visually pleasing which makes them easy to read. The built in PTO manager does not work well for us since we are not able to easily see what people are out based on skills so it would be nice if we could color code all the agents so we know what skill they belong to.
Recommendations to others considering the product:
The one ask so far would be to add the ability to add color codes to the list of agents on PTO since it shows the entire team and we cannot easily determine who is off in your skill to request time off accurately. Because of this, we do not use the PTO scheduler and continue to rely on the Outlook calendar which is another tool we would prefer not to have open.
Teamlead review
What do you like best about the product?
New search option and call monitoring, very user friendly and efficient
What do you dislike about the product?
reporting details, more options to make reporting my own
What problems is the product solving and how is that benefiting you?
Efficiency to monitor our agents, live feed monitoring very beneficial
A NIFTY Platform
What do you like best about the product?
The interface is easy to use. Every option is clear and at your fingertips. My favorite part is that it's fast! Customer service and tech always reply right away.
What do you dislike about the product?
In Agent Reports, the "Custom" day tab where you select a certain amount of days to see your calls doesn't work. Dislike how you can't press enter after typing in a phone number to immediately place a call.
What problems is the product solving and how is that benefiting you?
This is definitely my favorite platform, as someone with multiple years of sales experience. I am finding that it's a breeze to track calls as well as tracking how engaged I am throughout the day with my productivity.
Recommendations to others considering the product:
Look no further. This is the premier stop for all things phone and tracking related. The pros far outweigh the cons, and the cons are extremely easy to fix. I am very pleased with this platform and use it daily to meet each of my sales needs.
Easy to Use
What do you like best about the product?
overall the quality of the system, the sound, and easy to use. We had another service. However, there was always dificulties
What do you dislike about the product?
There is not very much to discuss regarding the difficulties of the product
What problems is the product solving and how is that benefiting you?
there is always support
I like to have contact with this platform and its very useful for follow up metrics
What do you like best about the product?
I can do the reporting in calls and monitor the team
What do you dislike about the product?
It doesnt allow to make calls and transfers
What problems is the product solving and how is that benefiting you?
When trying to make international calls I cant transfer
Recommendations to others considering the product:
Nice inContact is a platform that allows you to know and measure metrics to monitor the performance of the team, in the same way it helps to have communication with different parts of the world with a high quality level
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