NICE CXone Mpower
NICEExternal reviews
1,715 reviews
from
and
External reviews are not included in the AWS star rating for the product.
This system makes the work flow easier and avoid unnecessary waste of time while on the phone.
What do you like best about the product?
In my personal experience as Customer Service Supervisor it makes easier to monitor my agents and being aware of what they are doing even in a remotely position.
What do you dislike about the product?
Nothing to add is very useful but maybe you can fix your server because sometime is slow or it stop working. Some time we have found that while it is operational our team report lot of problems what cause to our associates to stop working because it can't continue, most of the time we need to close it and open it up again until it works
What problems is the product solving and how is that benefiting you?
Call control, Agents working or not, absences, time off the phone. I can certainly do anything
Incontact is an easy way to conduct business.
What do you like best about the product?
I love how easy it is to pull reports and dial calls out. I believe that the dialer is quite efficient and gets through my calls with such ease. Customers manage to reach us a sa company with ease.
What do you dislike about the product?
For my line of business, I find no downside.
What problems is the product solving and how is that benefiting you?
With my reports, I am able to keep an eye on my teams productivity.
Recommendations to others considering the product:
Just use it. Its organized and probably the best system if you need it for a call center industry.
InContact Review
What do you like best about the product?
How you can sync this software to your phone.
What do you dislike about the product?
When a call is transferred to your phone it puts you in a code that basically blocks you from receiving any calls until manually changed. Sysoutage I believe it is.
What problems is the product solving and how is that benefiting you?
Solving issues with technical support. Benefits include a very easy system of transferring/receiving calls. Very straight forward.
Excellent tool for real time management and WFM needs
What do you like best about the product?
I am very happy with the tool functions. Very user friendly.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
What do you dislike about the product?
Certain areas where it can be improved is skilling options basis campaign, alert management system for critical queues if they go below a threshold etc.
What problems is the product solving and how is that benefiting you?
Realtime management of queues handling. WFM as overall
Recommendations to others considering the product:
Its very nice and easy to go tool which everyone should consider, alot of improvement in reporting and analytics we have observed since we start using it
It's fairly easy to use, as well as helpful when it come to tracking calls
What do you like best about the product?
The clarity of the voice volume is good.
What do you dislike about the product?
What I disliked about in contact are the few times it has frozen or had a call come in and there was no way to answer the call.
What problems is the product solving and how is that benefiting you?
The times I had problems with refused calls, ever since the cockies have been cleared it runs goods for me.
Recommendations to others considering the product:
Show more trainings on how to use the portal as and check history calls.
A fast and user-friendly alternative for a simple process: inContact
What do you like best about the product?
It's simple, compact, well-equipped, user-friendly and so easy to use. Verizon created an stable and well organized environment for a simple process and our everyday: taking calls.
What do you dislike about the product?
The only inconvenience is something that can be know as the Achilles heel, when you press F5, either mistake or wanting to refresh the web-page for any or other reason, the system drops and the next call won't be able to listen to what your're saying. Can you improve a little bit he interface of MAX so the microphone can be controlled from there? Also you can add another phone tone to MAX, or colors. Also can you improve your agent pre-bulid reports?
What problems is the product solving and how is that benefiting you?
I take call from the continental US from a warehouse-sales multinational. I actually have a great time using this environment. I really enjoy looking at my stats at the Pre-Built Reports section
Recommendations to others considering the product:
Please be aware that it has some things like the simplicity of itc and certain connectivity issues when working from home.
pretty good, some bugs
What do you like best about the product?
pretty intuitive and easy to use, usually works without any problems. i like that you can schedule unavailable ahead of time. the nice scheduling is a bit more confusing.
What do you dislike about the product?
sometimes if i step away and then come back it stops automattically reducing the background noise on my mic. It also starts feeding back into the headphones where im hearing everything im saying and the bacground noise the whole time and have to restart max to get it back to normal. also sometimes it gets really distorted and the person on the other line complains they cant understand me. There has also been a few times where it starts ringing and wont let me press accept. all these problems are usually fixed by restarting max but it can be frustrating when it affects my job performance. If i lose a call or sell because of those problems it affects my commission.
What problems is the product solving and how is that benefiting you?
scheduling is a great one, the ability to trade or pick up shifts and time off is pretty helpful
Reporting is a dream, but from an agent standpoint, the site is unstable.
What do you like best about the product?
The dashboard and reports available are so much better and faster than what we had in the past.
What do you dislike about the product?
Agents have a high percent of missed SLA's because they attempt to accept calls, and the site doesn't register, is treated as refused. Common fix per NICE IT. Reboot. Which entails a full logout, clearing cache and cookies on the browser. Closing the browser completely, including unrelated tabs, and then reopening and logging in. Agents do this on average 3 times each shift. As a supervisor, I often cannot accept a transferred call unless I do the reboot first. Not good when you are dealing with an escalated customer.
What problems is the product solving and how is that benefiting you?
The reporting has saved time for management. It's lovely and there is customization. Work force management and the omni channel option is nice.
Recommendations to others considering the product:
If you are a high volume center, don't head in this direction. We miss SLA's because of this product.
At first I thought it would be difficult but its actually a very simple very capable app
What do you like best about the product?
I can call everywhere in the world. I've had to call to Mexico lots of times and I was able to dial it with the + or without it and it new I was calling to Mexico so I never had a problem with the phone numbers.
What do you dislike about the product?
I don't like that I can only have 2 calls at a time. There are times when I would be waiting for hours for someone and I can be calling someone else at the same time that would help solve the issues faster if I could have that 3rd person on the line.
What problems is the product solving and how is that benefiting you?
Being able to call Mexico like I mentioned already. I did encounter a problem though. When I would have a call from a customer and then I put them on hold then call my support and put them on hold and if the customers call would drop, I would not be able to keep my support on the line, I would have to hang up with them too, in order to call the customer back. It happened a few times.
All and all I have had a good experience with INcontact.
What do you like best about the product?
Being able to see all the numbers, calls taken, hold times etc. Also Its very beneficial but something that does not really have to do with taking calls but its really nice the number is now on the computer because you can copy and paste from both the max and the epic system we use. Having a contact book is amazing as well you do not have to search for so many numbers you can just pull them from the contact list.
What do you dislike about the product?
im not sure if its a computer thing or a program thing but I experience lag some times answering calls. It will give me the option to answer but not ring. Then it will ring 3 4 5 times at once. or if you answer there is sometime a delay from when you pick up the call to when it actually answers. Also having to clear the cookies every morning can sometimes be a hassle or the fact there is times where you wont be able to answer calls so you have to clear the cookies trough out the day as well. it would be nice if the ringer came through the computer rather than the head set sometimes it is nice to take the head set off but it gets hard to hear the ringer. (might be issues with the head sets themselves.)
What problems is the product solving and how is that benefiting you?
We have been able to get a better reading of our hold times and when out busy times are as well as other data points. it also gives us access as a team to break times call times of phone duties times helps you manage your self better. But from a personal stand point though it does not really help me solve any problems.
Recommendations to others considering the product:
yes I would. it is a highly effective and efficient system. Its really easy for people to learn and adapt too. great way to gather data.
showing 1,241 - 1,250