NICE CXone Mpower
NICEExternal reviews
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Great software for each company
What do you like best about the product?
What I like most, is how easy is to use it, also it is great to track record and redial to a customer in a easy way
What do you dislike about the product?
I believe that in the main menu we could have all the telephone numbers called instead to show only the last 2 called, this would make our life easier in the case we need to track
What problems is the product solving and how is that benefiting you?
I can contact my customers in a easy way, can change your status with a single click and track the time you stayed in the current status
It is very easy to use
What do you like best about the product?
That it is not complicated to learn. It is user friendly. When making and receiving phone calls, it is very automated, ready to use, and visibly appealing.
What do you dislike about the product?
Not that i dislike it, but the auto wrap notes can be a bit challenging because if you forget to place note, you remain in auto wrap without sometimes knowing. This can cause your time/efficiency to suffer.
What problems is the product solving and how is that benefiting you?
Quality of the calls. Being able to answer customer calls in a timely manner. Easy access to transferring calls to different departments.
Recommendations to others considering the product:
It is an amazing tool that if used can improve the quality of phone calls.
incontact is a mediocre softphone, avaya and other competitors are about on par with nice.
What do you like best about the product?
its an easy softphone. not hard to use but has room for improvement. the transfer to a specific person is a nice feature. I would like to see other feature get added over time. doesn't feel like there has been much development over the year i have been using it.
What do you dislike about the product?
getting harassed by annoying popups about status. they prevent me from being quick and accurate. i find myself having to click on the softphone first just to make sure my next click will actually take. super counter intuitive .
What problems is the product solving and how is that benefiting you?
it solves the need for a softphone. the benefits are that of any softphone. makes and recieves calls via voip. drops its fair share of calls to.
NICE has some unnecessary features, but works fine.
What do you like best about the product?
Likes and recommendations: The most helpful part of NICE is how within it, I can view how many calls i've taken daily. I also do love the statsviewer, although it lags, it is very helpful to have that information throughout the day. I keep the NICE tab open all day because itis so useful and I constantly refer to it throughout my work shift.
What do you dislike about the product?
Dislikes and ways to improve: Current day schedule viewing, Time off Manager, the lag on the statsviewer. It is quite hard to view the current day schedule, although that is what I login to do the most. If I were able to customize the labeling icons for things such as 'voluntary time off' or 'Extra Time" That would be nice, since the current icons are sort of arbitrary.
What problems is the product solving and how is that benefiting you?
I am solving time off issues, and the sometimes tricky situation of shift swapping. I am also solving real-time sales conversion tracking issues with the Statsviewer tool, and I am solving the issue of missing breaks and lunches with on-screen push notifications. As far as scheduling goes, I am solving the problem of being late to work, since I can view NICE on any device, in the situation where my shift has not started yet but I would like to recall when it starts.
Recommendations to others considering the product:
My advice to anyone looking to use NICE inContact is: Turn on notification and use them regularly. They are very helpful so that you don't miss your break/ lunch. Also, view the statsviewer so you can see your stats in real time during your shift and constantly be improving.
Adequate For What I use it for
What do you like best about the product?
It is easy to operate for what I use it for
What do you dislike about the product?
It seems to disconnect multiple times throughout my shift, sometimes people cannot hear me or I cannot hear them.
What problems is the product solving and how is that benefiting you?
Keeping tabs on all contacts and sales leads
Recommendations to others considering the product:
None
InContact review from Lead Commercial Excellence Admin
What do you like best about the product?
The trackability of the calls! I can see calls taken; calls dropped, duration, and recordings of the calls if I need to check some detail I might have missed during the actual call. I can see if my colleges are on call with a customer as to not to interrupt them, more so now that due to the global situation, we are working remote instead of side by side.
I like that there are template reports ready to use without me wasting too much time making one, as well as how it can help me and my time manage our times, as we can see how we are all doing in general and in particular with a glance, thanks to the dashboards. It is easy to get information from incontact, so far I have delved into it.
I like that there are template reports ready to use without me wasting too much time making one, as well as how it can help me and my time manage our times, as we can see how we are all doing in general and in particular with a glance, thanks to the dashboards. It is easy to get information from incontact, so far I have delved into it.
What do you dislike about the product?
Though in the past, there were some issues with my account that lead to having a second one and deactivating the 1st one. The current issue is that I cannot reset my password as no email is sent to my account, not sure why if the link was supposedly done correctly. Currently pending a resolution on this.
Another thing I'm not a fan of is how easy it is for incontact to disconnect and not give any warning, as well as to drop incoming calls, though thankfully, that is less common as time has gone by, yet some coworkers and colleges have reported that they are having issues with the notifications and are working with IT on this. On the downsides, I can say that calls can be dropped by the program from time to time, and a voicemail cannot be set-up as of yet and there have been instances in wich I do not receive a call, even though I'm logged in.
Another thing I'm not a fan of is how easy it is for incontact to disconnect and not give any warning, as well as to drop incoming calls, though thankfully, that is less common as time has gone by, yet some coworkers and colleges have reported that they are having issues with the notifications and are working with IT on this. On the downsides, I can say that calls can be dropped by the program from time to time, and a voicemail cannot be set-up as of yet and there have been instances in wich I do not receive a call, even though I'm logged in.
What problems is the product solving and how is that benefiting you?
Traceability and how easy it is to obtain reports, see who is connected and their status. I can see at a glance what my team is doing, so I do not interrupt them while they could be on a call with a customer.
I have realized though, that the platform does not have guides nor helps to learn how to navigate it nor use it to its maximum, myself I have learned by trial and error what little I know and this would be a great addition to incontact: guides and tutorials to learn how to better use it, how to make reports, how to see and download recordings, how to make dashboards,etcetera... the list is quite large about all the things that can and should be included in such guides and tutorials.
I have realized though, that the platform does not have guides nor helps to learn how to navigate it nor use it to its maximum, myself I have learned by trial and error what little I know and this would be a great addition to incontact: guides and tutorials to learn how to better use it, how to make reports, how to see and download recordings, how to make dashboards,etcetera... the list is quite large about all the things that can and should be included in such guides and tutorials.
Recommendations to others considering the product:
NICE CXone is a great tool to manage calls and time within my team. I like how simple it is to see a resume of how we are doing with a dashboard that can be personalized to your needs. I also like the reports that are preloaded. Support is pretty great too :) and though some problems can take a bit more time, they still get solved in a timely manner. I honestly enjoy how easy it is to use and train new ppl to use NICE CXone
Mixed success
What do you like best about the product?
I think the company likes the system because it seems that their interface and the possibilities for quality assurance are good. From the agent side I like that the MAX window is small and not obtrusive when you have two screens. I also am very glad that calls will (usually) pop a client file in our filing system, because that minimizes search times.
What do you dislike about the product?
We have had issues with all of our autodialers. Agents will connect to a live client and the call will immediately end itself on a fairly regular basis. NICE struggles to differentiate voicemails from live calls at times, and the system disconnects seemingly at random. Since I am only seeing the software from an agent perspective I do not know how prevalent the problem truly is, but it seems to be fairly widespread.
I also wish there was a way that agents could see our own call history. It is a little frustrating that once you end a call you cannot see the timestamp for when it came in or other data about the call, and that history only applies to the last 2-3 calls in that day's session. Any kind of caller ID would be helpful, especially since the does not always pop the client file immediately.
We also have had some concerns about incoming voicemails, although I do not know how much of this is from company-wide settings versus a limitation of the program. There is no file pop when receiving voicemails, which leads to extra time searching for the client who called. There is also no indication except the split-second initial incoming notice to indicate which agent the voicemail was originally intended for. This has caused quite a bit of confusion and searching. It especially does not seem to make sense to redirect a voicemail with no live client on the line to a different agent from the one it was intended for, since there is no client waiting on the line for an answer. Voicemail forwarding does not seem to work either. While I have the option to forward a message to another agent, I have never actually had it go through to them. The message just disappears, and there is never any option to save it outside the program so I can send it elsewhere. While I am sure the company has access to these, it is impractical to reach out to an admin every single time to ask for this data, especially since it happens on a fairly regular basis.
I also wish there was a way that agents could see our own call history. It is a little frustrating that once you end a call you cannot see the timestamp for when it came in or other data about the call, and that history only applies to the last 2-3 calls in that day's session. Any kind of caller ID would be helpful, especially since the does not always pop the client file immediately.
We also have had some concerns about incoming voicemails, although I do not know how much of this is from company-wide settings versus a limitation of the program. There is no file pop when receiving voicemails, which leads to extra time searching for the client who called. There is also no indication except the split-second initial incoming notice to indicate which agent the voicemail was originally intended for. This has caused quite a bit of confusion and searching. It especially does not seem to make sense to redirect a voicemail with no live client on the line to a different agent from the one it was intended for, since there is no client waiting on the line for an answer. Voicemail forwarding does not seem to work either. While I have the option to forward a message to another agent, I have never actually had it go through to them. The message just disappears, and there is never any option to save it outside the program so I can send it elsewhere. While I am sure the company has access to these, it is impractical to reach out to an admin every single time to ask for this data, especially since it happens on a fairly regular basis.
What problems is the product solving and how is that benefiting you?
It has been useful for remote work to have a desktop phone service, and I think the company has enjoyed the quality assurance we can do with the system through call recordings.
Recommendations to others considering the product:
Thoroughly review it from both a company and an agent perspective. It should be useful for the people who use it every day.
InContact Review
What do you like best about the product?
Navigating the system is fairly simple to figure out. Once the user completes a few actions to make updates once or twice, navigating around the interface is fairly simple.
What do you dislike about the product?
There are some areas where functionality is limited. If there are lots of skills or areas that need to be updated, a mass update feature would be useful. There are times where making administrative updates are too long and tedious to maintain.
What problems is the product solving and how is that benefiting you?
We are working on several resolutions including preventing records from being stalled in PC, along with preventing records from loading into multiple skills. We are seeing an increase in our contact rate and overall attempts to our prospects.
Recommendations to others considering the product:
Try to simplify areas where you can
Review
What do you like best about the product?
I like that I can see how many are in Queu
What do you dislike about the product?
I dont like having to reset cache constantly
What problems is the product solving and how is that benefiting you?
Ive realized that I can put people on hold
Recommendations to others considering the product:
N/a
Absolute Tool for Activity Monitoring
What do you like best about the product?
One-click sign-in, Data export and extraction and Real-time activity monitoring
What do you dislike about the product?
Very technical interface - I'm not that confident during the first time since I have to navigate to figure things that I need.
What problems is the product solving and how is that benefiting you?
Real Time Monitoring - In the current situation where everything is virtual. This tool is a good-friend.
Recommendations to others considering the product:
Better contact one of their sales team, asks for trial and maximize.
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