NICE CXone Mpower
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An industry leading solid ACD/IVR solution
What do you like best about the product?
NICE inContact's ACD/IVR solution is a solid industry leading solution that is flexible, scalable and allows for real time solutions to real time problems.
What do you dislike about the product?
The growth and stability in the area of the ACD/IVR solution offers very little to dislike.
What problems is the product solving and how is that benefiting you?
As a BPO we are able to manage our customers needs, wants and problems in a way that rarely disappoints. The flexibility of the ACD/IVR solution allows you to accomplish virtually anything that creative minds can imagine.
Recommendations to others considering the product:
Be as clear and transparent as possible when discussing your initial needs to ensure that there are no gaps during implementation.
Simple reporting suite
What do you like best about the product?
The reporting suite is very simple to use
What do you dislike about the product?
Level of granularity in reporting isnt enough
What problems is the product solving and how is that benefiting you?
Working out our Average handling time, we can also now see our handled without transfers
Recommendations to others considering the product:
know what you want
Remote access from any where.
What do you like best about the product?
Able to do work anywhere, especially right now that our country in lockdown due to covid19. I was able to complete my projects for our new client and meet the scheduled implementation of their ACD/IVR for their EU contact centers.
What do you dislike about the product?
no option to keep the support page open until I log out. I personally use my laptop and I always lock it when I need to leave for a moment.
What problems is the product solving and how is that benefiting you?
I troubleshoot and implement changes in ACD/IVR. We also handle QOS issues. We provide how-to's on reporting. API troubleshooting for salesforce and Engage. basic set-up, provisioning and troubleshoot on softphones and IP desk phones.
Recommendations to others considering the product:
option to leave the support page open until logout.
One of the worst experiences of my life
What do you like best about the product?
Calls get routed when we send them to your SBC.
What do you dislike about the product?
The setup process was grueling and took longer than any interop I've completed in my professional career. The agents I spoke with were not helpful and overall it seems like no one really knows how to support the product.
What problems is the product solving and how is that benefiting you?
Working from home
Recommendations to others considering the product:
Stay away. It was one of the most difficult implementations I've ever dealt with.
inContact Experience
What do you like best about the product?
Omni-channel routing and easy to understand application
What do you dislike about the product?
its some times difficult to reach the inContact support tech engineer in case of emergency.
What problems is the product solving and how is that benefiting you?
All inContact application related issues, connectivity and network issues
Recommendations to others considering the product:
Omnichannel routing features
Easy to understand the application
Easy to understand the application
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.
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