NICE CXone Mpower
NICEExternal reviews
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Great features and easy to use
What do you like best about the product?
We are able to use many different types of contacts. This is great for helping us prioritize tasks. This product is also great for tracking performance.
What do you dislike about the product?
I have noticed some glitches in the system. Occasionally, the max agent will glitch after a phone call and will be unusable. The user will have to log out and log back in to fix it. It isn't a huge deal, but can be annoying.
What problems is the product solving and how is that benefiting you?
NICE inContact has helped us with organization and tracking productivity. It is great for automatically assigning tasks to team members. It has benefited our team by helping us become more organized.
Recommendations to others considering the product:
It is a great product that will help your business with organization. It is user friendly and easy to use. The dialer system is great for automatically assigning tasks to team members. It makes tracking productivity easy as well. It tracks time spent on tasks and you can see in real time what every agent is working on.
NICE inContact is a great platform for Contact Centers
What do you like best about the product?
I really enjoy the ease of use as an Administrator. I can easily add agents, modify skills, adjust sales campaigns, and impact call prioritization quickly and from a computer or mobile phone.
Also, Studio is very intuitive. The Tools for the IVR are available in one view and easy to locate.
Also, Studio is very intuitive. The Tools for the IVR are available in one view and easy to locate.
What do you dislike about the product?
The only downside that I have run into is the learning section. I would like to see more Dojo training on IVR customization and functionality available in Studio.
What problems is the product solving and how is that benefiting you?
We recently solved an issue with after-hours sales traffic. We reduced our hours due to COVID-19 and saw a drop in sales from the West coast. We were able to quickly build a call flow in Studio that would check hours of operations for two outside sales agents (one for English callers and one for Spanish callers). In the first month alone, this project led to over $11K in lead generating revenue and an additional 65 policies, worth over $80K in written premium, on our books. Calculated at this rate, we should see an annual increase in written premium of over $1 million.
Recommendations to others considering the product:
The PSOD team (Professional Services on Demand) has been an amazing help with making adjustments and troubleshooting IVR scripts in Studio. They can walk you through the changes as you make them yourself or they can make the changes on your behalf.
Additionally, the available training modules are easy to follow and assist with clearly understanding the admin functionality.
Additionally, the available training modules are easy to follow and assist with clearly understanding the admin functionality.
Nice inContact- The way to go!
What do you like best about the product?
I have been using Nice inContact for teh past two years.I like that when I use Nice inContact I am able to track my progress daily. I can tell how many calls I make and how much time I was in wrap. Also the system is just as easy as dialing the number on a cell phone or traditional phone. I can dial out, receive inbound calls, and check my voicemails. I like that my voicemails come through email too.
What do you dislike about the product?
At first, I was confused because I would press the button to hang up, but then realized I had to press it twice. Also sometimes I have to restart inContact if it pauses or gets stuck.
What problems is the product solving and how is that benefiting you?
I am solving problems like how to track my daily progress. I am on the phone all day everyday, so it is nice to know if I am having a productive day. I realize that I can see how many calls I made along with how long I was in the available and unavailable statuses.
Fifth Year User
What do you like best about the product?
What I like best about inContact is the use of the chat service feature. We communicate with users who are using inContacts inbound call features. When those customer service agents needs assistance they can easily press a button within the product to get immediate help via the chat. Also NICE feature is that you are able to review the presumptive text that user typing and prepare a response quickly.
What do you dislike about the product?
The chat feature allows only the presumptive text for one way. The agent who is requesting help can not see the pretext that you are replying back to them with. It would be nice for this to go both ways, so that the agent knows that the person on the other end is preparing a response to their chat question.
What problems is the product solving and how is that benefiting you?
We are able to take multiple chats at the same time for agents who are providing phone support. We are solving issues daily that arise from our callers. Our support agents know that a supervisor or escalations person can dial into their calls live and support them immediately via the chat feature. The benefits that have been realized is that we are able to take this platform into the future and still meet the customers demands.
I use incontact everyday for work and i love it and it makes work so much easier
What do you like best about the product?
how quickly it sends phone calls to my connected phone
What do you dislike about the product?
it has crashed on me in the past but i let incontact know and i havent seen any issues since
What problems is the product solving and how is that benefiting you?
how easy it is to track the work i am doing
Nice InContact is pretty good
What do you like best about the product?
the automation of the reports and the amount of information available. Before we started using InContact, We had to run all our reports by hand. It took time and a lot of our work was inefficient. with the help of Max and Nice InContact, most of our reporting is done automatically. We have so much more information ready for us each day, and throughout the day, and it really helps make it easy to see just what's happening and what needs to happen.
What do you dislike about the product?
It takes a lot of time to get used to the system. It's not very user friendly. We get a lot of people with limited computer experience, and trying to teach them how to use Incontact is actually a bit of a challenge.
What problems is the product solving and how is that benefiting you?
The amount of information we get on each persons activity in our group is exceptional. We found inefficiency everywhere. From unscheduled breaks to just waiting for the right work to be presented to each person. Now that we have InContact, monitoring workflow is automatic and steady throughout the day, and every detail of a persons time is presented with easy to break down and understand metrics. I can clearly see who is doing their best, and who needs to be talked to, and it's impossible to argue against. We've seen efficiency increase pretty steadily.
GREAT SERVICE
What do you like best about the product?
nice is easy to use. When needing to call out or redial the options are just once click
What do you dislike about the product?
sometimes clmts cant hear and i dont know if thats the service or my phone or the clmts phone
What problems is the product solving and how is that benefiting you?
its easy to answer, hold, or hang up calls.
Recommendations to others considering the product:
use it ! you wont regret it !
Effective, efficient, and easy to work with.
What do you like best about the product?
I love how easy it is to update it through our IT department.
What do you dislike about the product?
I do think some of it is a little redundant, but it doesn't even matter because that can all be updated.
What problems is the product solving and how is that benefiting you?
We run all of the communication with customers as well as the organization of products through here.
Intuitive Experience
What do you like best about the product?
I like the ability to listen, coach, barge or transfer calls. This is easy to do and quick! I have found that I am able to be more efficient by completing required actions smoothly and quickly while using NICE inContact. It is also nice to be able to pull both calls and chats at a later date. This is especially useful for recanting conversations for the benefit of myself (a supervisor), for agent praise or reprimand, as well as for quality assurance analysis.
What do you dislike about the product?
I do not like that I have not been using NICE inContact sooner.
What problems is the product solving and how is that benefiting you?
We have been able to get more users using the integrated softphone faster than ever before and are now able to easily monitor calls and assist when a supervisor is requested all while our staff is working from home.
Recommendations to others considering the product:
Go for it! NICE inContact has so many features and tools to assist you in all of your communication goals. Being able to monitor, review, transfer or take over an agent to customer interaction with the click of a button is everything. Simplify your routine and switch to NICE inContact.
I don't like how it logs you out after a few minutes and I have to keep logging in to view it again.
What do you like best about the product?
I like how it shows exactly what I am doing with the calls.
What do you dislike about the product?
I don't like how it logs you out after a few minutes and I have to keep logging in to view it again.
What problems is the product solving and how is that benefiting you?
I have not solved the issues with it.
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