NICE CXone Mpower
NICEExternal reviews
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User Friendly
What do you like best about the product?
I like how easy it is to navigate and to view reports.
What do you dislike about the product?
I dislike the availability to get admin rights and pull reports for myself.
What problems is the product solving and how is that benefiting you?
We have been able to work from home which is an extremely good benefit because we have better attendance in the contact center.
Professional Insight from a Professional User for My Field
What do you like best about the product?
I like the fact you can perform multiple things with Incontact such quick time is astonishing. I can also record my calls and it integrates well with CRM. I like that.
What do you dislike about the product?
I just have difficulties trying to sign in at times and customer doesnt hear sound at time and have to refresh.
What problems is the product solving and how is that benefiting you?
Problems include managing my clients calls in a organized manor in which I can see if calls are being secured and not just having them come in without secure. Thats a huge benefit to help from fraud and insecure information to identify the caller.
Recommendations to others considering the product:
I would for sure mention to others that are considering this to take your time to identify any problems in your current VOIP system that are having flaws and compare it to the features that are displayed for Incontact. Once you identify its features for security or any other things then give it a try. You can try its functionality for at least 30 days and see how it works. keep in touch with the IT dept that handles any issues in the Feedback and they will fix things pretty quick I like that.
The nice inContact is a very useful tool to make and receive calls
What do you like best about the product?
I like the quality of the calls that I receive even when I am connected to Wi-Fi instead of wired internet, also I like the option that I have visibility to see the status of my co-workers on real time, another of the benefits is that the easy going interface allows me to take, transfer and put on hold the calls that I received since I work at a customer service center.
What do you dislike about the product?
Sometimes when I put on hold a call and come back I can't hear to the person and I had to hung up sometimes, another thing that I don't like is that I have to log in in the CXOne to receive and make calls. Something else that i dislike of this tool is that there are sometimes I receive a call the people in the other side is not able to hear me, basically there are connectivity issues that needs to be solved as soon as possible.
What problems is the product solving and how is that benefiting you?
I use Incontact on my day-to-day work to take calls in a customer service center, this helps me to receive calls from customers, also I use it when I have to contact to people outside the organization. We also use this tool to manage the time you expend working, at break, lunch and other different status that we have in our job. With the information received from the InContact reports we can measure the work of all the agents of the customer service center.
Recommendations to others considering the product:
Make sure you have a good connection to internet, it will work very good even if it is a wireless connection
Has everything I need!
What do you like best about the product?
Its very detailed with the information it provides and easy to use.
What do you dislike about the product?
Since it gives me all I currently need, I cant honestly say I dislike something
What problems is the product solving and how is that benefiting you?
Getting in touch with costumers. Very good quality which is great when needed a clear line of comunication
Recommendations to others considering the product:
It is a great way to have an easy line of communication with your customers and a simple platform to navigate.
The userface is simple and effective. However some functions are needed.
What do you like best about the product?
Simpleness of the max app and agents can see other available agents.
What do you dislike about the product?
Minimal functions. No history of account.
What problems is the product solving and how is that benefiting you?
I have experience less delay and it will be nice if we can have the app connected to our NXJ.
Recommendations to others considering the product:
Asked them what the front of house mainly use/need on a phone system. Normally management assure only and don't have firs experience basis.
Fabulous system to use
What do you like best about the product?
i like how easy it is to navigate. How fast it is to receive and make calls. Also that it is very helpful for our patient to receive a call back. An everything is on our computer screening without having huge phone on your desk. This has helped our work environment make our job more easier and so much helpful. We love the system make everything so much faster and way easier to get a call after a call after a call. We can also take call much faster then before. Awesome system!
What do you dislike about the product?
I wished the headset would be wireless it would make it much easier. The system is still not connected to our Epic it isn't pulling up the person who is calling it makes it a little harder to try to get the person pulled up. also sometime the system gets a little slow when trying to answer a call.
What problems is the product solving and how is that benefiting you?
The benefits that this system had made is that we can actually make a call back to patient that are waiting on hold before the patient would have to make multiple call to get to us or wait a long time on hold. This has helped a lot and we can actually schedule/resolve any issues now.
Recommendations to others considering the product:
inContact make everything soo much easier in a contact center. Making everything so much efficient. Great system to work with. Love everything about it
Straightforward and easy to use
What do you like best about the product?
I like having access to schedules and receiving notifications of changes.
What do you dislike about the product?
Sometimes it is hard to find what I am looking for.
What problems is the product solving and how is that benefiting you?
NICE is assisting my company in handeling multiple schedules across different departments.
It has its ups and downs, could be more user friendly
What do you like best about the product?
The automatic dialer, the note options, and the schedule a call back.
What do you dislike about the product?
That is does not count a call that does not go through, preview times are to short. The dispositions list is to vague. Would be more user friendly if you can schedule a call back to the same site from your disposition page.
What problems is the product solving and how is that benefiting you?
Not having to dial out manually all the time. Keeping track of calls made. The scheduler automatically bringing up call backs.
Review from a Zenefits Customer Care representative (I use NICE 5 out of 7 days of the week)
What do you like best about the product?
The simplicity of NICE is its best feature.
What do you dislike about the product?
I dont know if it's NICE or Salesforce but the integration could use some work.
What problems is the product solving and how is that benefiting you?
The ability to use my cell phone to take calls! Huge benefit!
Recommendations to others considering the product:
None
Invaluable for Pandemic Working From Home
What do you like best about the product?
I like the flexibility of being able to work from any computer without needing extra hardware. I also think it is good that a single platform is able to provide both voice and chat.
What do you dislike about the product?
I haven't been able to find out if I can transfer directly to voicemail. Some of our call routing is overly complex.
What problems is the product solving and how is that benefiting you?
Our planned switch to NICE inContact ended up being during the beginning stages of the pandemic. Being able to work from any computer without having to have specific hardware allowed me to work from home with ease.
Recommendations to others considering the product:
NICE inContact is a flexible and adaptive tool.
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