NICE CXone Mpower
NICEExternal reviews
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Great training resource
What do you like best about the product?
As a trainer for new hire employees, who are now all remote, this is a great tool to be able to monitor call volume and new agent statistics. I also like how customizable the dashboard is so I can set it up to only see what it relevant to me.
What do you dislike about the product?
Have been using this program for about a month now, snd so far I have not really found anything to dislike.
What problems is the product solving and how is that benefiting you?
Seeing exactly where phone agents are needed in real time and being able to make adjustments to the individual queues as needed.
Incontact Review
What do you like best about the product?
Nice Incontact has a wide range of subject matter experts in different areas of the organization that are willing to help drive your business forward.
What do you dislike about the product?
We've had some struggle with their PC Dialer over the last few years. With that said the company has been committed to improving the technology and meets with our team regularly to make adjustments and improvements.
What problems is the product solving and how is that benefiting you?
Prior to using Incontact we struggled to track performance, easily report on our business and drive improvement with our staff. Nice has a growing number of tools and enhanced technology that allows us to remain flexible in an ever changing environment.
Recommendations to others considering the product:
Nice Incontact is always looking to push their technology forward. They have several different releases throughout the year that improve upon the existing tools or roll out new things that typically come as a direct result of their customers ideas.
Best softphone service in the world!
What do you like best about the product?
I like how easy it is to make calls and recieve them
What do you dislike about the product?
sometimes the website doesnt load properly.
What problems is the product solving and how is that benefiting you?
The problems i'm solving is taking calls
Proficient and ease with its capabilities.
What do you like best about the product?
It's performs the task expected by my company. It allows calls to be routed to all technicians. It makes changing status something down with ease and convenience. It allows us to be aware as to who is available so we would not disturb our colleagues.
What do you dislike about the product?
I've had issues where my calls do not connect when answering. I'm not sure if this is an inContact issue or with my internet or phone.
There should be accessible support or an FAQ when in the log in page. Some members of my team were able to integrate their inContact account into Salesforce, but aren't sure how they did it as it was so long ago. My inContact agent looks different from theirs as well.
For some reason, I have not had luck with making outgoing calls as well. It may just be user error, or the client hasn't answered when I've tried. I will concede to comb through the website to find my answers though.
There should be accessible support or an FAQ when in the log in page. Some members of my team were able to integrate their inContact account into Salesforce, but aren't sure how they did it as it was so long ago. My inContact agent looks different from theirs as well.
For some reason, I have not had luck with making outgoing calls as well. It may just be user error, or the client hasn't answered when I've tried. I will concede to comb through the website to find my answers though.
What problems is the product solving and how is that benefiting you?
We provide support for LMS. This allows contacts to reach our 24/7 support with one phone call. It also ensures privacy of technician contact information.
Recommendations to others considering the product:
InContact is overall a valuable an effective tool. I find it worthwhile, and I'm not even taking advantage of the full capabilities and potential. As previously mentioned, I have not been successful in implementing inContact into my Salesforce account. I'm going to blame it on user error. My colleagues have been with the company so long, that they do not remember how they did this. Those that have integrated inContact, however, are able to do their tasks with more ease and effectiveness.
While combing through their cases, the launch agent is available on their screen. They do not have to worry about adjusting windows. Whereas every time I navigate elsewhere, I have to make sure my inContact is visible.
While combing through their cases, the launch agent is available on their screen. They do not have to worry about adjusting windows. Whereas every time I navigate elsewhere, I have to make sure my inContact is visible.
Engaging Call Taking Platform
What do you like best about the product?
I love the interface of Nice in Contact! In addition to the ease of accepting calls and placing outbound communications- it provides a user friendly view of upcoming tasks, recent interactions, and even a snapshot of your schedule for the day. As a help desk analyst- it keeps my motivated!
What do you dislike about the product?
I least like the outbound call interface. I feel like the verbiage and placement of the select a skill/ select an agent options are out of place. The dial pad should be more easily accessible.
What problems is the product solving and how is that benefiting you?
I am working through navigating the interface through repetition. When I find that I need to place outbound calls or do transfers I am watching the machine to see how the process is delayed, consistent, etc.
Recommendations to others considering the product:
Nice in Contact wins at keeping users engaged by showing a projection of the workday and opportunities to work on multiple projects at once . It is extremely attractive and user friendly.
AMAZING Conference
What do you like best about the product?
I loved the entire Interactions and how even though virutal I had the opportunity to meet so many different people.
What do you dislike about the product?
It was soo good I wish the conference could have been longer perhaps 3 days.
What problems is the product solving and how is that benefiting you?
NICE Incontact is helping me as a customer service representative to take calls with ease and quickly resolve issues with my callers.
Very user friendly, easy to navigate, big enough font.
What do you like best about the product?
The accessibility of navigation through features.
What do you dislike about the product?
That length of time between ACW and going back to available.
What problems is the product solving and how is that benefiting you?
Any customer issues that come up.
NICE inContact
What do you like best about the product?
The product is seamless, scalable, and portable. I like the ease of use for agents and supervisors. The product is also available in many environments across many devices. Users learn to navigate the system quickly and adapt to the call flow with little interruptions. The uptivity is a huge plus in environments where it is critical to remain connected.
The VCC solution provides the capability to login anywhere as long as the user has a device that is connected to the Internet.
The VCC solution provides the capability to login anywhere as long as the user has a device that is connected to the Internet.
What do you dislike about the product?
There aren't many things about the product that I don't like. If I had to talk about a specific aspect that I like least, it would be the workforce management piece. The product is clunky and not very user friendly. The background work is harder to use.
What problems is the product solving and how is that benefiting you?
This product provides seamless agent interactions with customers located all over the world. We are able to offer options such as callback, voicemail, email, and chat all in one solution. The omnichannel capability and skilled-based routing allow for a great customer experience no matter which medium they choose.
Recommendations to others considering the product:
Understand what you are looking for in a cloud-based product and utilize the tools. Make sure you have enough support to handle the different elements of the products.
I love how the program allows us to continue to work while at home
What do you like best about the product?
ease of use of the program for the most part and that I can see my daily work progress and calls made or taken.
What do you dislike about the product?
That on some days an extra box pops up on the side requesting case numbers( we do not use this feature) and would like to be able to transfer calls to co workers easier without the call dropping
What problems is the product solving and how is that benefiting you?
Working from home, this program has made it easier for us to continue to do our job
Recommendations to others considering the product:
If you want the ease of using this program for employees working from home then I highly suggest this program. It also helps track your calls inbound or outbound and can also see your work production.
very enlightening
What do you like best about the product?
what i like the best is the information it provides you
What do you dislike about the product?
i dislike the issues you have with it going in and out
What problems is the product solving and how is that benefiting you?
helps keep things in order
Recommendations to others considering the product:
It is a great product it does help with the call flow and keeping it organized
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