NICE CXone Mpower
NICEExternal reviews
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NICE inContact is easy to navigate
What do you like best about the product?
NICE in contact has a very simple interface. It is easy to create custom reports and see call statistics. The interface is clean and easy to understand and very customizable. The soft phone provides a lot of information such as the number of agents on the line you are calling, the estimated wait time, who is currently holding on that line and for how long.
What do you dislike about the product?
Unfortunately, with my company's roll out of NICE in contact, we were not given direct extension capability makes it difficult to receive a call back. As such we still have to rely on a physical phone system in order to hear voice mails. I am not sure if this is the case across the board for NICE in contact or if it is just how my company set it up. Otherwise, I would also like the capability to create custom speed dial choices in the soft phone. The soft phone is great for calling departments within the company but for calling outside the company, it would be nice to select a custom option rather than entering in the phone number manually.
What problems is the product solving and how is that benefiting you?
Queue statistics and centralized phone system
Recommendations to others considering the product:
Explore all your reporting capabilities. There are a lot of pre built reports to run and you can create custom reports as well so it should seamlessly satisfy any reporting requirements.
Its great!
What do you like best about the product?
The best thing about nice in contact is that it is very easy to navigate!
What do you dislike about the product?
I dont have anything that i really dislike about Nice.
What problems is the product solving and how is that benefiting you?
The biggest benefit is that I have a better grasp of our call volume.
Recommendations to others considering the product:
I recommend just looking through the system and getting to know it!
User friendly
What do you like best about the product?
incoming calls and able to search for the indivduals pretty easy that you want to call
What do you dislike about the product?
when it crashes which fortunately doesn't seem to happen very often, also does an additional ring sometimes after accepting the call to answer
What problems is the product solving and how is that benefiting you?
I like that it reacts to you dialing immediately
It works ...most of the time
What do you like best about the product?
It's easy to use and appearance is nice on the eyes. I can watch my teammates to ensure they don't need any help, and anticipate if there are calls coming in, or how long I might have between calls. This is really beneficial as I am also going to school so I can do homework between calls.
What do you dislike about the product?
I have audio issues often and my peers also have lag issues. I have to clear cache and cookies multiple times per day, and often my customer cannot hear me when they call through. I've gone through two computers and three headsets but still can't seem to get through a full day without technical issues. I don't mind, but it's a waste of company time.
What problems is the product solving and how is that benefiting you?
I do not handle these things, my manager does. I believe my manager is working with someone from NICE inContact regarding some of the other issues that employees have been having including connection issues, lag, getting kicked out, having to log out between calls, having to restart computer to resolve audio issues...
Recommendations to others considering the product:
Have great quality equipment.
Great work from home tool
What do you like best about the product?
The simple user interface makes it easy to use and a breeze when training new employees. I like that the keypad mimics a normal phone and that's it easy to copy and paste numbers when I'm making outbound calls. Additionally, all of the functions are intuitive so I don't have to deal with technical jargon in order to successfully use the system.
What do you dislike about the product?
The button for submitting dispositions is hard to find sometimes. It's almost like it is hiding, which makes it hard to quickly move from call to to call. Additionally, some of the dialogue windows are unable be resized. They are either too small or take up my whole window.
What problems is the product solving and how is that benefiting you?
With our office having regional offices, it's great to know that we can have one main number and this tool to allow everyone to help out with making calls, regardless of where they may be working from. This has streamlined the communication in our office and allowed us to implement quicker response times to our customers.
With working from home, this system has been a godsend since we are all working remotely. We are able to use the softphone to dial out and place outbound calls, which prevents us from having to give out our personal cell phone numbers. It also has allowed us to stay connected to our phone system using laptops from anywhere. I know that other businesses have had to utilize Google Voice, but this is way more of a sophisticated and reliable solution.
With working from home, this system has been a godsend since we are all working remotely. We are able to use the softphone to dial out and place outbound calls, which prevents us from having to give out our personal cell phone numbers. It also has allowed us to stay connected to our phone system using laptops from anywhere. I know that other businesses have had to utilize Google Voice, but this is way more of a sophisticated and reliable solution.
Recommendations to others considering the product:
Evaluate out all of the other options out there in terms of ease of use and reliability. You'll see that this solution ticks all of the boxes.
Very ornate, errors are confusing.
What do you like best about the product?
I like how all of my tasks are displayed
What do you dislike about the product?
Occasional errors look like personal mistakes
What problems is the product solving and how is that benefiting you?
InContact helps me connect with customers.
Nice InContact Contact Center Review
What do you like best about the product?
If you can think of it you can create it in studio scripting.
What do you dislike about the product?
AMD settings can be a little temperamental and require a good knowledge of the platform.
What problems is the product solving and how is that benefiting you?
Dialing outbound more efficiently by auto dropping voicemails, dialing old leads at a ratio greater than 1:1, making real-time adjustments with insights using dashboards and supervisor view. The strong integration with Salesforce using lookups, screen pops and creating records or follow up contact IDs based certain call outcomes or IVR interactions.
NICE CXone, the ultimate communication tool
What do you like best about the product?
I love how friendly and straightforward the interface is, I love the fact that you can access to it online, it is just faster. The process to make a call is very fast, so that you can manage large volumes of calls a day. Making conference calls is so easy as well.
What do you dislike about the product?
The only thing that I have not found as a tool would be a timer to automatically close the app when I finish my shift, that might be useful because in the past I used to forget to close it and that might have caused me problems with my boss.
What problems is the product solving and how is that benefiting you?
I have been able to make conferences between three callers, which is really helpful at my job, sometimes I need to have in the line the client and another department such as tech support. In my previous job I used a regular phone, everything was so slow, and in a busy environment not having this tool is not acceptable. Now I am able to manage a larger amount of calls and it is really fast.
Recommendations to others considering the product:
It is very straight forward, however, to learn other applications make sure you get the training.
great
What do you like best about the product?
I like how it saves the password for future logins because i forget my password a lot. I like the name nice because it makes me feel good. It it a good way to see all my schedule information in one place which is important to my organization. I like that it is a live system so I do not have to worry about getting late information and can stick to my schedule.
What do you dislike about the product?
When I login the page times out or reads an error or gets stuck loading most of the time. I usually have to reload the page three to five times before the schedule loads. I also dislike that if I leave the page open from the day before, it can be confusing and sometimes i think it is the current schedule if i forget to reload the page. I think there should be a timer in the page the reloads the page every hour automatically.
What problems is the product solving and how is that benefiting you?
I am able to adhere to my schedule because I have access to it online. This is a benefit to me because adherence can affect my pay if I am too far off of schedule. By knowing what times my breaks and lunches are I am able to plan my day in a way that is most efficient for work.
With MAX.. Easy to use and provides alot of information
What do you like best about the product?
The agent info it provides daily, helps see how productive I have been.
What do you dislike about the product?
I have not really found anything I have disliked.
What problems is the product solving and how is that benefiting you?
Making outbound calls, with Agent Reports, helps stay focused .
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