NICE CXone Mpower
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NICE inContact is a great program to get your company started. No need to stutter, just get it now.
What do you like best about the product?
I can use it on a laptop too, that helps. It's user frinedly and has all the tools needed to provide a great serice to custoners. Overall, I'm good having NICE inContact as my go-to program for this company.
What do you dislike about the product?
Sometimes it seems pretty slow to actually enjoy the usage of it.It's mostly that, it may be out of the program's control, it may be the internet at the moment or the power breaks but other times I understand the program has it's problems during the calls. Some may even sound a bit distorted and others you hear no sound at all. It's all relative to it but, like everything, it has some flaws. Nevertheless, I'm still a satisfied user of it and would love to see some updates in the time being. It's a great program to use.
What problems is the product solving and how is that benefiting you?
Mostly helps out attending customers via phone calls without them knowing my personal number to reach some help. It helps the company run sufficiently with this tool and all the help it provides us. I use it for almost everything call related in the company from phone calls to web calls and transferring calls to other agents. It's really a tremendous tool for any company. Specially now that we suffer from a critical situation as the pandemic is. This program has saved lives in it's way by letting people keep their jobs and what not.
Recommendations to others considering the product:
Don't think about it, just do it. Trust me.
Using this program has been a great experience! Revolutionary product!
What do you like best about the product?
What I like best is how easy it is to navigate and run this program. Super simple and straightforward! I would recommend it to others.
What do you dislike about the product?
What I dislike most is how it freezes up when there are too many users running it.
What problems is the product solving and how is that benefiting you?
With this program I can help thousands of people save money right now while the world is in crisis mode. If they can save money in any way, shape or form, that is a huge benefit!
Ease of Use for Monitoring Call Center Agents in Real Time
What do you like best about the product?
Once you're familiar with the system, NICE inContact allows for precise and easy monitoring of your call center agents. I can quickly determine the real time state of my CSRs (how long are they on a live call, how long they've been on a break or lunch, or even if they're in an emergency situation).
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
What do you dislike about the product?
One downside to moving to NICE inContact was losing our old reporting tools & capabilities, ones I was very familiar and comfortable using. While there were some pre-made reports within the system at its launch, it was necessary for us to spend considerable time to have similar reports in NICE created that met our needs.
What problems is the product solving and how is that benefiting you?
Everything is stored in under one roof! Prior to using NICE we had multiple different systems and the data did not interact well. Now, having everything together and interconnected saves us time and money.
Recommendations to others considering the product:
I would recommend that you take a look at it. Having all of your tools under a single roof allows you to save time and money.
User friendly, good functionality
What do you like best about the product?
I like how easy it is to search for a colleague or business associate in the system to call/transfer to rather than have to look up and type the phone number.
What do you dislike about the product?
That the disposition screen does not prompt you after a call - would be great if it flashed as a notification reminder that this has to be completed to clear your phone line after a call.
What problems is the product solving and how is that benefiting you?
The fact that the phone system has been made compatible with our new operating system to be able to pull client's accounts based on the phone number they are calling from is brilliant. It solves the issue of miscommunication or incorrect spelling etc when trying to pull up a member by name. It is also really beneficial to be able to mask the call when client is giving confidential information such as a credit card number, and also great that it is recorded otherwise, in order to document things like medical questionnaires in the system.
Recommendations to others considering the product:
Definitely an easy program to use, tracks productivity so from a management standpoint this is a great feature, as well as helps with time management and is really simple for all users to learn.
Best tool i ever used
What do you like best about the product?
The best thing about Incontact is that you can see the incoming calls and if we missed any call that is also shown.
If you want you can transfer the call to another engineer if the call came in is for different solution,which make it very convenient for me to use Incontact.
If you want you can transfer the call to another engineer if the call came in is for different solution,which make it very convenient for me to use Incontact.
What do you dislike about the product?
One thing i would love to see the actual number of the person who tried to contact us.
This way we will be able to identify the number of that person and if required can call him/her back.
This way we will be able to identify the number of that person and if required can call him/her back.
What problems is the product solving and how is that benefiting you?
Customer can directly call us rather than sitting and wondering how can their problem be solved.
This directly helps in the growing business for NICE.
This directly helps in the growing business for NICE.
Recommendations to others considering the product:
Best solution to help you in your daily life.
You can go ahead and select InContact as your tool to interact with the customer.
You can go ahead and select InContact as your tool to interact with the customer.
Easy to Use, Almost Foolproof
What do you like best about the product?
The amount of issues that pop up is exceptionally low- technology is notorious for failing when you need it most, but inContact's most glaring issues are rare and have been an inconvenience at worst. There are plenty of options (the monitoring to see where your whole team is definitely is nice) but the basic service is streamlined and easy to use.
What do you dislike about the product?
The biggest downside so far is our VPN software occasionally has problems with the Google Chrome browser, which can then lead to problems with being completely unable to answer phones, but that's hardly inContact's fault.
What problems is the product solving and how is that benefiting you?
One of the most obvious benefits was how quick and easy it was to move from the office to working from home. The setup for inContact couldn't be more simple, and it was wonderful to work for a company that pays for high-quality software like this that allows us to continue with the same level of customer service in any location.
Recommendations to others considering the product:
Do it!
Great Service
What do you like best about the product?
It rarely breaks down and when it does it sets everything back up automatically
What do you dislike about the product?
The occasional lag. Sometimes it freezes up.
What problems is the product solving and how is that benefiting you?
Having the call log history is a great add.
Recommendations to others considering the product:
It's a great tool to have. 10/10 would recommend
Best in Industry
What do you like best about the product?
We can track the performance of our team through incontact and evaluate the calls made.
What do you dislike about the product?
It would have been great to have the recording for at least a week.
What problems is the product solving and how is that benefiting you?
We are able to track the performance of our agents, the timings they dial and work for.
Recommendations to others considering the product:
Go for it without any second thought.
In the version that we access to, there are a lot of limited functionalities
What do you like best about the product?
API integration with our CMR tool to pull up patient data
What do you dislike about the product?
Reporting is not great. Very limited what we can pull manually if need be.
What problems is the product solving and how is that benefiting you?
Providing patient services.
Recommendations to others considering the product:
Ensure you have the right business partners.
I use in Contact on hourly basis. It is a very useful reporting tool for me.
What do you like best about the product?
inContact provides the ease of reporting. I can pull very granular data to a birds eye view of my team metrics.
What do you dislike about the product?
I would like to see improvement is searching for a certain report.
What problems is the product solving and how is that benefiting you?
It is a platform that provide better metrics and help you find the trouble area to improve.
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