NICE CXone Mpower
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My IN contact Experience
What do you like best about the product?
What I like best about in contact is that is user friendly and the call quality is excellent. I can hear my applicants cleary, and they can hear me clearly as well. I also love the fact that I can see if my coworkers are actually available before transferring a call to them. My clients love that I can see the number they are calling from, and I am able to redial them right back. I also love that it gives me different options to go unavailable such as to do Training time, Admin time, or even just Lunch/Break time. Also it's so nice to not have to constantly pick up a phone receiver, all I have to do is push a button and answer, and love that I don't necessarily have to wear a headset. It's been a huge asset to our company and has made out guest experience and customer service reviews sky rocket.
What do you dislike about the product?
The only thing I can say I dislike is how often the agent leg seems to disconnect, that can be a bit troubling when I have incoming calls, but it is an easy fix.
What problems is the product solving and how is that benefiting you?
During this crazy time with Covid IN contact has been such a huge help is allowing us to work from home in a safe germ free environment, it's an excellent internet phone system. Other than the call clarity and how well the system is but together, the benefits really explain themselves. As mentioned before this program has made our reviews skyrocket as well.
Recommendations to others considering the product:
I would say that you should definitely chose this program, it will be a huge asset to your company and will improve your call clarity and quality.
NICE InContact
What do you like best about the product?
The overall ability that NICE Incontact provides. As a business and specifically operation a contact center we want the ability to look at in depth agent activities, call patters and projected activitites through the day. What we see is how we can best paln as a business to put the executives at ease when looking at the Contact Center. There is so much about the tool that I like, the ability to plan your personnel and then also use automation to provide shrink like PTO, VTO and coaching makes the environment better for our agents and better for our customers. We are very happy to be partnered with a business like InContact and we look forward to continuing our partnership with them in the future
What do you dislike about the product?
There aren't many things that I dislike about the tool. I think that it was challenging to onboard are a multi center location, but all software changes result in hardship. InContact was there with us to help with the process. The other thing I dislike is that it was difficult for us to provide the necessary training to our agents when they were first starting and after the initial wave it got better but was challenging at the start.
What problems is the product solving and how is that benefiting you?
The biggest problems we are solving is interval level forecasts. It is enabling us to better plan as a business and really provide a top tier service to our customer while remaining cost conscious.
Recommendations to others considering the product:
Continue building out the platform
The transition to NICE inContact was seamless for me and my team.
What do you like best about the product?
The ability to search and research easily due to the parameters provided.The ability to have all of the components required to do my job housed in only one application has increased our productivity significantly.
What do you dislike about the product?
Very minor, but the sizing of the window in a report I usually frequently. Has me scrolling to see Master ID and handle time each and every call.
What problems is the product solving and how is that benefiting you?
Because of the ability to export reports I can easily manipulate the data in a spreadsheet to identify issues (ie. handle time, unnecessary transfers, etc...)
Call Center Review
What do you like best about the product?
Streamlined and easy to navigate, clearly identifiable information
What do you dislike about the product?
Some slow when tech hiccups occur, sometimes difficult to receive troubleshooting advice
What problems is the product solving and how is that benefiting you?
Call routing and service levels have improved
Getting Connected
What do you like best about the product?
I am able to monitor SLA and see who are logg in
What do you dislike about the product?
There were times that it has tech issue when trying to log in.
What problems is the product solving and how is that benefiting you?
On a business perspective, I am able to fulfill the ample manning of the day
InContact Reliability
What do you like best about the product?
inContact is generally stable and is easy to navigate.
What do you dislike about the product?
During the initial roll out inContact was unstable for several months and had several glitches. From time to time we still have outages but they aren't frequent.
What problems is the product solving and how is that benefiting you?
The whisper and barge functions are nice.
Producing Productive Remote Work
What do you like best about the product?
Compiling data to report work rates. Easy to use.
What do you dislike about the product?
Required too many clicks to make outbound calls.
What problems is the product solving and how is that benefiting you?
To ensure remote workers remain productive through out their shifts and have data to utilize.
Not meant for at home use
What do you like best about the product?
It's pretty easy to use. Any time there is an inbound call it connects to the information I need right away. I can also see which agents I can transfer calls to (which I have to do a lot) and I can transfer them quickly. It is a high volume call center, so we have to be quick with our calls.
What do you dislike about the product?
I haven't had too many issues with it. At first there was always logging out issues and it would constantly freeze. Dual calls (answering to calls at the same time) happened more so than I would like. The biggest part of my job is reviewing notes and with outbound calls, it doesn't always so it once I am connected to our customers. I am constantly having to look up the customer ID quickly which causes time issues with the call. Like I said, it is a high volume call center. I get paid based on the amount of customers I sign up. If there is even a slight issues, it can cost me major money sadly. Spam calls are such a big issue too, even when I make them and let someone know. It can be the same one sometimes. I don't think it's made for at home office work. I think we would need a more versatile product to continue working from home.
What problems is the product solving and how is that benefiting you?
We sign retainers for law firms. I really wish we could text out links to our customers. It would make things so much easier.
Recommendations to others considering the product:
more implementation of other softwares
Nice is a good system however it tends to glitch a lot and have issues
What do you like best about the product?
the ease of use. It is user friendly. I don't have issues navigating it
What do you dislike about the product?
The fact that it tends to have glitches. I twill assigning two cases a lot and my phone has a hard time ringing from the NICE widget
What problems is the product solving and how is that benefiting you?
Tech support. Benefit it is it is easy to go from one contact to the next
Recommendations to others considering the product:
N/A
Review for the average user
What do you like best about the product?
The dashboard's ease of use and how easy it is to access on the desktop.
What do you dislike about the product?
The app does seem to crash a lot, and with longer periods of inactivity, you constantly receive an error message letting you know that you have been re-connected to the network.
What problems is the product solving and how is that benefiting you?
I have not submitted any tickets with NICE.
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