NICE CXone Mpower
NICEExternal reviews
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Sometime not reliable.
What do you like best about the product?
I like the ease of the program, it’s easy to use and change your aux when going form lunch to break or meetings.
What do you dislike about the product?
If you go over your lunch by 1 second you are logged off by a supervisor. Second thing is when trying to dial out sometimes it doesn’t work. I have to log all the way out and back into nice to place an outbound call. Wish it was easy to check the times you were logged in and out during the week.
What problems is the product solving and how is that benefiting you?
This program is used by my organization to make and receives calls into the call center.
Recommendations to others considering the product:
Fix the bugs with being logged out and making outbound calls.
Ring Central
What do you like best about the product?
The call queues are pretty nice and flow simply, the customizability of the Ring Central Desktop Application and the dashboards
What do you dislike about the product?
Call Quality at times, sometimes we see spam callers
What problems is the product solving and how is that benefiting you?
It makes outbound calls simple, plus the sms messaging feature is very helpful
nothing is perfect i suppose.
What do you like best about the product?
it is simple and efficient!nothing is perfect i suppose
What do you dislike about the product?
Sometimes you may experience back to back IT problems but nothing is perfect i suppose.
What problems is the product solving and how is that benefiting you?
Reach as many people as possible
Recommendations to others considering the product:
u want something that will work for u not cause problems.
There were some key differences in what we were told we would get and what we got.
What do you like best about the product?
I really like how intuitive the system is and all the education tools available to learn the system. I love studio. I also love the custom reporting in central. I feel like I can get the numbers I need and manipulate in Excel. Reporting is accurate and fast. I also really love the support of a TAM.
What do you dislike about the product?
The commitment feature is awful.. The commitment goes away after on hour if no available time is offered. That is just unusable! I either need the commitment to interrupt calls or sit and wait all day for available time. The QA platform uses internet explorer. Who uses that anymore? It's not secure at all and not an option for us. The ticket system is archaic and I wish there was a mobile app.
What problems is the product solving and how is that benefiting you?
We didn't have very many metrics available with our old phone system so it has been a total makeover of our contact center. Everything has changed. We now have a much clearer view of what is happening withing the contact center.
Reviewing Nice in Contact for work
What do you like best about the product?
That its easy to navigate, fields are clear and defined.
What do you dislike about the product?
Sometimes I have trouble logging in, like right now. Having to shut down and log in over and over again. Happens about once a week.
What problems is the product solving and how is that benefiting you?
Losing contact or calls not connecting, like right now.
Good when good, nightmare when bad.
What do you like best about the product?
- The dashboard we've setup means it's very easy for agents to see any relevant information in real-time
- back before he got moved, our TAM Kurt was a good guy and did try to work his best within the boundaries he had.
- back before he got moved, our TAM Kurt was a good guy and did try to work his best within the boundaries he had.
What do you dislike about the product?
- Every now and again you must clear cookies/cache to login.
- They changed the login screen so the email is on one screen and password is on another. This makes systems such as Lastpass less automated.
- Really difficult to export the data in a useful format
- difficult to automate exporting said data on daily basis in a way that you could actually see daily revenue and any trends in your dispositions.
- issues with viewing dispositions recently (maybe 1-2 months). Have complained about this issue and apparently they are aware but still no improvements. Basically the main (forced) dispositions are all overlapping and so you cannot see what's what.
- I often find the customer support / tech support are very rigid and too by the book. I am guessing InContact is a huge corporation with many protocols the teams need to abide by. I can appreciate this however it means nobody can ever 'bend the rules' or do anything above their pay grade. Has to go through so many layers of support teams and escalated tickets etc until someone who has more power can get things done. I find this way of doing things horrible and does not empower their front line team to make decisions on the spot that support the customer AND the company. It's also massively time consuming and potentially has massive opportunity cost for the InContact customers if the issues are not resolved fast enough. I have had many examples of this over the years but one was so horrific we looked into several other platforms to leave IC. The only reason we didn't was we do not have the manpower/resources to do such a move, so we stayed.
- They changed the login screen so the email is on one screen and password is on another. This makes systems such as Lastpass less automated.
- Really difficult to export the data in a useful format
- difficult to automate exporting said data on daily basis in a way that you could actually see daily revenue and any trends in your dispositions.
- issues with viewing dispositions recently (maybe 1-2 months). Have complained about this issue and apparently they are aware but still no improvements. Basically the main (forced) dispositions are all overlapping and so you cannot see what's what.
- I often find the customer support / tech support are very rigid and too by the book. I am guessing InContact is a huge corporation with many protocols the teams need to abide by. I can appreciate this however it means nobody can ever 'bend the rules' or do anything above their pay grade. Has to go through so many layers of support teams and escalated tickets etc until someone who has more power can get things done. I find this way of doing things horrible and does not empower their front line team to make decisions on the spot that support the customer AND the company. It's also massively time consuming and potentially has massive opportunity cost for the InContact customers if the issues are not resolved fast enough. I have had many examples of this over the years but one was so horrific we looked into several other platforms to leave IC. The only reason we didn't was we do not have the manpower/resources to do such a move, so we stayed.
What problems is the product solving and how is that benefiting you?
- We can speak with out customers.
- Team can see when we're busy and jump in queue to support the team
- Team can see when we're busy and jump in queue to support the team
Recommendations to others considering the product:
- ask for a trial for a month or two. make sure it's what you need and really dig deep into the exporting of data as if you are like us, we require crazy amount of data daily and it's incredibly resource heavy to get what you need
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
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
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.
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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