NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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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.
customer service
What do you like best about the product?
I like the fact that I can see my own metrics with great accuracy
What do you dislike about the product?
is loging me off too often, like every 5 min or so
What problems is the product solving and how is that benefiting you?
we can separate the queues , and minimize the idle time
Recommendations to others considering the product:
i would recommend this
A great cloud based contact center solution
What do you like best about the product?
Easy to customize the callers experience.
What do you dislike about the product?
Porting international numbers can be difficult.
What problems is the product solving and how is that benefiting you?
getting calls to the correct group of agents and integrating into a CRM to pull customer information when a call is presented to an agent.
Recommendations to others considering the product:
Incontact is a very powerful contact center platform that allows you to build out what your business needs quickly.
This program is easy to use and understand.
What do you like best about the product?
I like how easy it is to navigate through the program. I also love the visibility aspect of it. We are able to see how many contacts are being handled, how many are in queue. I also enjoy the option for the signatures. That makes it easier for us to reply more quickly to our customers and/or internal emails. I also want to mention that the pop up notifications of a new call or email is extremely helpful. That feature helps avoid an email and/or call from being missed.
What do you dislike about the product?
I do not like how many times it crashes. It crashes quite frequently and we have to contact IT for support and assistance. I feel that it would work better if the issue regarding the lagging, crashing and freezing would greatly improve the satisfaction overall. I would also like to be able to go in and pull emails as a 'search' category. As of right now, we are unable to go back into incontact and pull up prior emails. Leads and supervisors are able to pull it up, but it takes forever and is not an easy task. I do feel that adding in a better option would improve the service as well.
What problems is the product solving and how is that benefiting you?
We receive customer emails through the program and can easily respond using the platform. We use in contact to take phone calls, transfer calls, answer internal emails, answer emails outside of company.
Recommendations to others considering the product:
I believe this is a great option for every company. If you are looking for a program for visibility and ease of use then this may be for you.
Like it alot!
What do you like best about the product?
incontact is dependable and very well made! The Website is very easy to navigate around. Were able to see all of our representatives and their stats. We really like the lay out and that it's blue. We do like that our
What do you dislike about the product?
The calls drop sometimes but im sure its due to connection. I dont like that it logs you out after a certain amount of time. Sometimes the sound can get full of static and the call with fade in and out but then it works
What problems is the product solving and how is that benefiting you?
customer concerns and im able to reach the customer is the benefit. We get to reach out to our customers with the same accessibility as a regular phone! We can transfer our customers the right departments too! Every time we get a request to transfer we use incontact! The transfer is so clear and short.
Recommendations to others considering the product:
Definitely use this app! Its the best softphone ware out now, all of the jobs ive been to are using this phone
Nice in Contact user
What do you like best about the product?
My favorite features in Nice include that I can review my call quality reviews visually and audio. Nice shows what was completed on each quality score per screen and the listen to the recordings as well.
What do you dislike about the product?
Unfortunately, the navigation system and scheduling time off with nice can be challenging because I am still learning all of the features and functions of the system. If Nice is not docked correctly, it will hide behind other applications, and i can be in an unneeded release code.
What problems is the product solving and how is that benefiting you?
With Nice in Contact i am able to see daily reports in real-time of daily averages and adjust any daily average for metrics that I am not meeting for the day. I am able to view my upcoming scheduled events.
Recommendations to others considering the product:
Be mindful that when using a new system like Nice in Contact there will be challenges and with those challenges continue to move forward to laarn the full potential of the product and get the full use of the product.
DEO call center representative
What do you like best about the product?
What I truly enjoy about using NICE inContact, is that it's very user friendly and easy to navigate through. It's thorough when reporting time and differentiating breaks, when assistance is needed, being unavailable & etc.
What do you dislike about the product?
I currently use the system in order to do my job and the only thing I can say that I dislike about NICE inContact is that the system sometimes automatically logs you off, while you're updating a claim for example. Sometimes you don't realize it and it affects my time reported.
What problems is the product solving and how is that benefiting you?
Nice inContact reports time and productivity pretty accurately, therefore when submitting time, that is a great tool to have in order to submit accurate numbers.
Recommendations to others considering the product:
The advice that I would give to new users, is to always be cognizant and monitor your status on NICE in Contact, to ensure accuracy of your true productivity.
My 2021 End of Year Review
What do you like best about the product?
There are some features that I am interested in utilizing. But there are also some issues that we need ironing out first before jumping into something new. I do LOVE the amount of Reporting Data that NICE offers. I like the "?" at the top of each browser page that drops you right into the documentation that explains what you are looking at in NICE In Contact.
What do you dislike about the product?
WFM has been a pain in my side sine May 2021. We run schedules every month and every month something errors out. We then have to issue a Trouble Ticket and wait to meet with a technician. At first it was "Generate Forecast" that we had issues with each month. Now it has adopted itself over in "Generate Schedule" and an error about Weekly Rules keeps popping up even though I have weekly rules set. I If something is resolved one month the next it is something new or the previous issue has popped up and no one can explain what's going on.
Quality Management Updates skewed our QA forms...I have yet to hear back from our account manager with an explaination on what happened even though its was reported beginining of this month.
Quality Management Updates skewed our QA forms...I have yet to hear back from our account manager with an explaination on what happened even though its was reported beginining of this month.
What problems is the product solving and how is that benefiting you?
If you read above under Dislikes it explains my view and experience with this question. I am not satisfied but I did speak to the product feedback department already, so this may be a duplicate from me again. I like being able to voice my opinion about the products I am using so I appreciate having this outlet.
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