NICE CXone Mpower
NICEExternal reviews
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Nice review
What do you like best about the product?
It is easy once you get logged in, you just click status.
What do you dislike about the product?
That when you are booted out of your vpn, it holds it against you in NICE-- sometimes you don't realize that you were booted for a few mins.
What problems is the product solving and how is that benefiting you?
It links to our clock- but sometimes they do not line up due to vpn issues.
Overall Does The Job
What do you like best about the product?
I like the ability to customize the reporting
What do you dislike about the product?
I would like to see better layouts and an option for a very condensed version where I can see lots of info in a small window. Also, the call recording filters are cumbersome, a better designed UI would be great!
What problems is the product solving and how is that benefiting you?
We utilize the platform to identify agent statuses and run reporting to identify outliers.
Recommendations to others considering the product:
To test out the software to be sure it aligns with your needs, the software works but could use some UI improvements.
Not a bad program, some bugs occasionally but who doesn't have bugs?
What do you like best about the product?
User interface is simple, design is easy on the eyes
What do you dislike about the product?
Message board information disappears as soon as I click on it
What problems is the product solving and how is that benefiting you?
Message board information disappears as soon as I click on it, calls drop, bad connections occasionally. Benefits are company wide.
Recommendations to others considering the product:
You can change the ringtone, never forget that.
It Works
What do you like best about the product?
I like that NICE pulls data from inContact for things like intraday numbers, real time adherence, etc. I also Like how easy it is to update user profiles and permissions, create and edit teams.
What do you dislike about the product?
I dislike how many issues agents have logging in. There's always a cookie issue, or password issue, or headset connectivity or browser compatibility issue to troubleshoot and it is very regular, which affects our numbers. Agents even use these issues as reasons to get over in some ways and that has a major impact collectively. Also, The reporting features need a lot of work. It is sometimes difficult or impossible to create reports with the data and options provided that are actually useful to our management staff.
What problems is the product solving and how is that benefiting you?
We are able to load calling lists, skilling lists, and to schedule and monitor agents effectively.
Recommendations to others considering the product:
Have someone take a great deal of time to show you everything you need to know about the software and how it works. It is extremely hard to figure it out as you go. We've had it for years and still don't know how to use all the features to our advantage.
Really powerful, but sometimes finicky
What do you like best about the product?
Its ease of use, and the amount of information it gives me for reporting. Visually it is really helpful to look at inContact at a glance, and gather the information I need quickly and efficiently.
What do you dislike about the product?
Calls fail to initialize frequently, inContact will have lag spikes causing a delay in calls, or calls to be completely dropped. Granted, this only started to become an issue during the pandemic, so I'm sure a lot of the issues are due to the influx of traffic and strain on the infrastructure.
What problems is the product solving and how is that benefiting you?
It's not as reliable as it should be
Recommendations to others considering the product:
Increase stability and lower latency. The feature set is great, and it's super intuitive to work with. Also possibly extend compatibility with different browsers (e.g., Edge/Firefox/Opera/etc)
Can seem piecemealed at times, but overall very good
What do you like best about the product?
All settings and changes that need to be made can be done so in one place.
What do you dislike about the product?
The Help Center. Unless you use the exact wording that they do in terms of different things, the help center will return no results. Thankfully they have added the community section as of late as I have found more helpful information there.
What problems is the product solving and how is that benefiting you?
Being able to centralize all of our communication channels in one place instead of having multiple providers for things like QA, Chat, and Email.
Recommendations to others considering the product:
Do extensive research on the vendors used and try to get a demo before committing.
NICE is a great program!
What do you like best about the product?
That I can put patients on hold and on mute. I also love how i can see exactly how long I've had the patient on hold. I also like how you can turn off the ringing option. I also like how if you're having any issues, you can submit a ticket. I love how I can always see and have access to my stats and daily performance. I can also see how many other employees are in my skill set also taking calls.
What do you dislike about the product?
I don't like how you cant add more than 3 people to a call. I also wish that In Contact would redo the interface on MAX. Max is just a simple blue rectangular application. I just feel it could look nicer if it was worked on. I also don't like how sometimes MAX will lag after I use the disposition feature. I don't like how when a caller hangs up, it puts me in the Auxiliary code for "held party abandoned". I feel like after a caller hangs up, it should automatically go into the next call.
What problems is the product solving and how is that benefiting you?
When a patient can not speak English, it is a great tool to call an interpreter on a conference call. I also love how I can see my agent reports at the end of a very busy day. I also like the face that i can see exactly how many calls are in Queue. Its just overall great in helping me to connect with my patients.
Recommendations to others considering the product:
Keep on using this great product!
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.
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.
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.
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