NICE CXone Mpower
NICEExternal reviews
1,718 reviews
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Glitches and lots of Restarts
What do you like best about the product?
I am able to obtain pertinent information about each of my agents for their job performance, time management, statuses they use throughout the day, see if they have refused a call, transferred a call as well remove them if necessary.
What do you dislike about the product?
There are so many glitches within the platform that constantly require a restart of the program that are time-consuming. It freezes at times, takes to long to load if switching between tabs as I have at least 3 open at all times to watch multiple agents as well run reports. If I double click to explode open the agent zoom it takes too long to load. When you hover over the call within the agent zoom it does not always show what type it is, only on some of the calls and if it is a refused call it gives no info there which would be very nice if it did. When setting up your personalized dashboard it is very cumbersome and difficult to manage. The panes/boxes do not move into position as you would assume, it takes some time to master this and then it doesn't always work out as you would like. If you need to enlarge one of them as agents log in you have to keep your fingers crossed it will work as you have to drag down the bottom of the pane/box you are trying to make bigger and it never works the first time rather the 50th time.
What problems is the product solving and how is that benefiting you?
The ability to go back to previous days to look at the times of each agent per day to see what their performance was as well the reports you can run. I have found ways to look up information per agent per day to verify login & logout times, who they have transferred calls to, how long it takes them to answer a call if there are no technical issues, track incorrect call transfers by agents to be coached on this behaviour, run reports on refused calls and even look to see if it was agent or system that caused the refused call. I have even been able to track agent behaviour for work avoidance.
Recommendations to others considering the product:
Make sure you have help setting up as it can be complicated to do at first
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.
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