NICE CXone Mpower
NICEExternal reviews
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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.
Has been enjoyable so far :)
What do you like best about the product?
How quickly the application lets me sign in.
What do you dislike about the product?
Sometimes my maxx call agent doesnt work
What problems is the product solving and how is that benefiting you?
Tech issues with customers
Recommendations to others considering the product:
It's a very nice application. It's sleak, fast, and easy to understand. You will have to clear your cookies and cache every now and then, but I'm happy with it.
Sometime not reliable.
What do you like best about the product?
I like the ease of the program, it’s easy to use and change your aux when going form lunch to break or meetings.
What do you dislike about the product?
If you go over your lunch by 1 second you are logged off by a supervisor. Second thing is when trying to dial out sometimes it doesn’t work. I have to log all the way out and back into nice to place an outbound call. Wish it was easy to check the times you were logged in and out during the week.
What problems is the product solving and how is that benefiting you?
This program is used by my organization to make and receives calls into the call center.
Recommendations to others considering the product:
Fix the bugs with being logged out and making outbound calls.
Very reliable phone service its a must have..
What do you like best about the product?
The best thing I like about the nice system is the call quality and I have never had a call drop
What do you dislike about the product?
I really don't have to much bad to say about the system but I would like to see how many calls are holding.
What problems is the product solving and how is that benefiting you?
This is helping me solve my phone quality.
Recommendations to others considering the product:
Try this system it is the best on the market I would definitely recommend this system to any company that needs a quality phone system. I have used numerous phone systems and they have dropped calls and had poor call quality but this by far the best on the market. The only thing that I would recommend for this system is to have the ability to see calls that are in the cue. This can help me with my customer service. I also would like to see a callback feature that would definitely help, also I would like when I call drops does drop which is very rare. The system does not automatically go into disposition I would like the ability to pick between calling the quest back or going into disposition. I have found that to be annoying maybe I'm missing something but I cannot figure the part out. When a call drops I have to do disposition and then go into unavailable and then return callers call, that tends to be a little annoying because sometimes when I forget to go into unavailable other calls come in and I'm not able to call the other person back until I'm done with the new call. Other than that I can't really think about anything else if I do I will resubmit the information. I have put as much information as I can but the system will not accept the comments. I have nothing more to say about the nice system it is a great system and very reliable as well thank you for your time and patience.
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