NICE CXone Mpower
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This is my personal review after using Nice Incontact.
What do you like best about the product?
The nice InContact interface is easy to use, simple and help link is available on all the page, which makes us easy to get information whenever we have a doubt. The cloud technology environment on the application also make us comfortable to work from anywhere and anytime. The integration feature makes easy to work with other platform.
What do you dislike about the product?
As per my experience pulling report and comparing it is always a hard time to get accurate numbers.
What problems is the product solving and how is that benefiting you?
I solved CxOne related issue, users login issue, create report as per requirement, creating a user in incontact , creating and assigning the skills, create disposition and pulling audio recording.
Working on the Nice incontact makes possible to work remotely and quicker to apply the changes. The application also get update to new feature as the release is roles out.
Working on the Nice incontact makes possible to work remotely and quicker to apply the changes. The application also get update to new feature as the release is roles out.
Recommendations to others considering the product:
It is a good cloud base technology contact center application which is easy to user and comfortable. You also get help link on every page which make you understand better.
Very helpful when it comes to our call center
What do you like best about the product?
The reports are helpful, and clear to see what is happening on the dashboard
What do you dislike about the product?
Uploading calls for outbounds can be more clear
What problems is the product solving and how is that benefiting you?
We are able to track abandonment rate, keep better track of our daily stats. Assist with better reporting
NICE is Nice!
What do you like best about the product?
The quickness we're able to gather and sift through large amounts of data.
What do you dislike about the product?
some of the customization can be difficult
What problems is the product solving and how is that benefiting you?
How to improve our response time and what's causing our teams to transfer calls to other departments
Smooth Sailing
What do you like best about the product?
Incontact has been efficient with helping through any technical issues that we've ever had. The system is quite easy to navigate and work with. The system has improved quite a bit since our organization had started with inContact, and it is a pleasure to use.
What do you dislike about the product?
I haven't had issues with incontact in quite a while.
What problems is the product solving and how is that benefiting you?
No issues currently
I have used NICE inContact at my work place with barely any issues.
What do you like best about the product?
My favorite part of using NICE inContact is the effort less navigating on the clients. I am able to dial out to a customer with no issues at all. I am able to transfer phone calls to my co-workers or other vendors outside of our office nationwide. Navigating through the MAX client is very easy to learn and a extremely easy to use. It is a great tool my job has that I highly recommend to anyone.
What do you dislike about the product?
I dislike that NICE inContact has me reset my password pretty frequently. The Thin client was removed which I was already used to but after trying out the MAX client I was able to grasp it relatively quick and easy, it was a smooth transition over. Although we have come across some downtime or interruptions in service NICE inContact was able to assess the situation quickly and get us back in service fast,
What problems is the product solving and how is that benefiting you?
NICE inContact allows my team to contact our customers easily with barely an issues. We are able to effectively communicate with our customers and address their needs with no issues from our phone system thanks NICE inContact. We are able to contact customers nationwide and run in to no problems at all.
Recommendations to others considering the product:
NICE inContact is a great tool especially for companies who take a lot of incoming calls. It easily distributes calls and allows for excellent way to track information. The NICE inContact support is available always and provides excellent customer service and quickly resolve your issues.
(Account Number#4595241 / Agent ID:6886357) I have used InContact at my job for the past 2 year
What do you like best about the product?
I really enjoy the clean modern design of both MAX and Thin agent (Max has a more clean modern design)
It's very user friendly and simple to understand. Navigating the application is smooth/seamless and never confuses me
The option to have multiple "Unavailable Options"
It's very user friendly and simple to understand. Navigating the application is smooth/seamless and never confuses me
The option to have multiple "Unavailable Options"
What do you dislike about the product?
I disliked that you removed Thin Agent. Thin Agent was more simple and you could customize your InContact page to show everything it needed in one place
The application goes down to often, but I have noticed that they're haven't been almost any issues since switching over to MAX
I dislike that MAX doesn't have all the features visible at one time. You have to click in an out of things.
Example: You can't look at the team call times, while also making a call
The application goes down to often, but I have noticed that they're haven't been almost any issues since switching over to MAX
I dislike that MAX doesn't have all the features visible at one time. You have to click in an out of things.
Example: You can't look at the team call times, while also making a call
What problems is the product solving and how is that benefiting you?
On a day-to-day basis I help customers with their technical issues and InContact.
InContact overall is a great application and has make my job easier.
I believe I would recommend your services to a friend or company. It makes my general process of contact customers much more efficient, but allowing me to make calls through my computer.
The "My Team" feature allows me to get a more accurate idea for how long I have before my next call so I can plan accordingly.
The different "Unavailable" option allows me to correctly switch out of available, while also giving me a more accurate look at what my team members are doing
Please bring Thin Agent back
InContact overall is a great application and has make my job easier.
I believe I would recommend your services to a friend or company. It makes my general process of contact customers much more efficient, but allowing me to make calls through my computer.
The "My Team" feature allows me to get a more accurate idea for how long I have before my next call so I can plan accordingly.
The different "Unavailable" option allows me to correctly switch out of available, while also giving me a more accurate look at what my team members are doing
Please bring Thin Agent back
Recommendations to others considering the product:
Its an effective application that will help you communicate with consumers seamlessly
It will make your day-to-day work life easier
It will make your day-to-day work life easier
InContact is great for a call center
What do you like best about the product?
As soon as an Agent receives a call, Salesforce Case is created directly, it helps our Call Center to save time and be able to create Cases with less efforts.
What do you dislike about the product?
We cannot monitor Agent status directly in Salesforce, this option is very helpful since we have a similar tool to monitor Agents receiving Live Chats.
What problems is the product solving and how is that benefiting you?
Case creation time by phone call has been improved and our Agents' effort has been decreased.
Recommendations to others considering the product:
NICE inContact is great for call centers that works with Salesforce
It has been a great pleasure working with inContact and my TAM
What do you like best about the product?
The quick response from my TAM and her knowledge and help
What do you dislike about the product?
I have had only positive experiences so far
What problems is the product solving and how is that benefiting you?
Being able to work remote is a huge opportunity
Contact Solutions at It's Best, Telecommunication Service You Should be Using!
What do you like best about the product?
One of the best features of inContact is the ability to route calls to any number you want. This works well in our office in case our VoIP service goes down, we can continue working by routing calls through whatever number we want. This happens....a lot more often that I would like but being able to link inContact to any number including personal phones makes the service A+
What do you dislike about the product?
I personally preferred the old lite client to the current MAX client but the platform is functional and easy to use which is what makes it a great call center solution. In the MAX client the UI is clean and modern which looks very nice compared to the old lite client though so that's definitely an upgrade worth talking about.
What problems is the product solving and how is that benefiting you?
inContact provides a solution to many call center problems like call queuing. inContact gives us an organized queue for all our analysts that gives distributes calls based on availability as well as simple solutions for conferencing and call transfers. inContact is also a wonderful solution for telework, being able to log into inContact from anywhere solves a telework issue for this business which is something that could hold back other services.
Recommendations to others considering the product:
Get it and use it, it's a platform worth using!
Experience has been good thus far. Easy to use, very user friendly.
What do you like best about the product?
All the available reports that can be ran/pulled within minutes to get the data I need.
What do you dislike about the product?
The lack of help from inContacts customer service. You call for help, and all they do is gather info and create a case. They don't assist you while on the phone, I've had a case (01379597) open since 3/2/2020 and haven't had a singe reply.
What problems is the product solving and how is that benefiting you?
Calls, emails and performance management via Clearview.
Recommendations to others considering the product:
Great tool and very user friendly.
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