NICE CXone Mpower
NICEExternal reviews
1,718 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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
Nice In Contact is an amazing user-friendly software softphone application!
What do you like best about the product?
Our Company has utilized Nice In Contact upon the Covid pandemic for employees to work from home to contact our clients at home.
What do you dislike about the product?
We actually like everyting about Nice In Contact
What problems is the product solving and how is that benefiting you?
And company-wide we utilize the features of my zone, my schedule, time-off request, evaluations, shift bidding and coaching!
Recommendations to others considering the product:
Nice In Contact works well and we highly recommended it to all Companies and Organizations!
Not a bad program, some bugs occasionally but who doesn't have bugs?
What do you like best about the product?
User interface is simple, design is easy on the eyes
What do you dislike about the product?
Message board information disappears as soon as I click on it
What problems is the product solving and how is that benefiting you?
Message board information disappears as soon as I click on it, calls drop, bad connections occasionally. Benefits are company wide.
Recommendations to others considering the product:
You can change the ringtone, never forget that.
Efficient and bugless.
What do you like best about the product?
It's smooth functionality, doesn't slow down much at all.
What do you dislike about the product?
Lack of unavailable options. Very limited on personal use needs.
What problems is the product solving and how is that benefiting you?
Pretty much any problem has been solved by logging out then relogging in. Once had to have a supe log me out because of double login.
Recommendations to others considering the product:
best way to view queue is to click new and select your department :)
Good Idea but not well executed.
What do you like best about the product?
I like being able to create different queues for when calls come in so they can be handled by the appropriate teams.
What do you dislike about the product?
The reporting section is a nightmare, adding new users is a pain and a hassle. The webpage doesn't work that well and the whole process is a bit convoluted when paired with Ring Central. Once its set up it is alright but the process of getting everything done right took forever and is not very user friendly.
What problems is the product solving and how is that benefiting you?
We use inContact to take phone calls for the entire firm nationally instead of having individual contacts in each location. This helps us because we can increase our response time while also creating a wide gap of coverage for all regions.
Security and synchronization which are both vital in the industry comes in handy.
What do you like best about the product?
You can literally load it in a snap. No more unnecessary waiting time once credentials are validated and making calls makes life really easy.
What do you dislike about the product?
Nothing so far as I have been comfortably using it.
What problems is the product solving and how is that benefiting you?
No more Avaya phone lines :D
Recommendations to others considering the product:
Space spavers because I no longer need the Avaya phone line - just have to use best of headset around.
showing 1,201 - 1,210