NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Good product
What do you like best about the product?
Easy to set up and get started with. Great easy to use tech support
What do you dislike about the product?
Somewhat confusing billing. We did not understand going into using IC everything that we would be billed for each month and how it would work, however, the team at inContact were very patient in working withus and helping us understand how we could control those costs
What problems is the product solving and how is that benefiting you?
We are able to better control call flow using the call back feature to our advantage (we are a primarily in-bound call center) which in turn allows us to manage staffing levels. We are able to prioritize the calls.
The ability to get cradle to grave data has allowed for enhanced community reports
The ability to get cradle to grave data has allowed for enhanced community reports
Recommendations to others considering the product:
Be sure to ask plenty of questions
They take time to invesgiste an issue
What do you like best about the product?
All solution will be perfect in details with examples
What do you dislike about the product?
They take a long time to investigate an issue
What problems is the product solving and how is that benefiting you?
the resolution will be very detailed if they provide
Recommendations to others considering the product:
yes i will
Customer Service Manager
What do you like best about the product?
I love that I can easily monitor our reps
What do you dislike about the product?
With our system not every call is recorded
What problems is the product solving and how is that benefiting you?
We are creating an easier system for our customers to contact us with. This helps us provide better customer service to our customers.
Recommendations to others considering the product:
I would recommend you get a full list of what Nice offers, this will allow you to understand the true value of the company. As well ask if you can have a rep assigned to your account. We have a rep for our account and they are quick, trustworthy and extremely helpful.
Wonderful Program with a few challenges but great support!
What do you like best about the product?
I like the ample options available for customization, as well as the ability to interact with teams!
What do you dislike about the product?
The downsides of InContact are the few and far between errors that are still rapidly resolved! Glitches are expected with any technology and I am happy with InContact's support!
What problems is the product solving and how is that benefiting you?
InContact is allowing me to solve problems with remote employees and maintain a consistent communication. The benefit of this is that we are one universal team and able to work together no matter where we are located!
Recommendations to others considering the product:
More detailed options for those who want to complete a task quickly - such as being able to view a team and change who they report to rather than only having limited options such as adding or removing team members or changing the skill.
inContact Review
What do you like best about the product?
Program is easy to implement, use and they have great support.
What do you dislike about the product?
The only annoying thing is the inability resize MAX
What problems is the product solving and how is that benefiting you?
Typically issues are resolved very quickly so work hasn't been impacted. The program is very stable so we've experience few issues. However, when an issue does arise, support is very quick at resolving.
Great Contact Center platform
What do you like best about the product?
InContact is a great solution for call centers. The product was integrated quickly and is very user friendly. Support is quick to offer solutions when there are issues.
What do you dislike about the product?
TAMs changing frequently, and they are a hit or miss.
What problems is the product solving and how is that benefiting you?
Routing calls to 3 offices in 3 different timezones, ability to provide 24x5 phone support.
powerful servvices
What do you like best about the product?
futures/capability of the script setup/studio
What do you dislike about the product?
there is a bit of a learning curve to understand/develop/configure
What problems is the product solving and how is that benefiting you?
IVR routing / workflows / team resource management
assistance by the engineer
What do you like best about the product?
we could record our training sessions in Webex. the tool is easy to use.
What do you dislike about the product?
Initial download requires administrator privileges
What problems is the product solving and how is that benefiting you?
issues related to inContact web application like network issue related to inContact, reports and miscellances in the application
Light Commercial Order Management Project Manager
What do you like best about the product?
Easy to pull reports and get feedback on data for reps.
What do you dislike about the product?
Not easy to modify reports with data coming back for ease of reporting.
What problems is the product solving and how is that benefiting you?
Inbound call service level, Abandon Rate, Dispositions for call types.
Efficient Interface provides tremendous support for Call center
What do you like best about the product?
The interface is user friendly and is easy to understand. There is a lot of tasks and options that give flexibility of how we can coordinate with colleagues and clients on the line. Sometimes we have issues where our network fluctuates between online and offline, and as an alternative, we use our cellphones as an alternative way to redirect calls from our work phones to our personal cellphones. When we do have issues like this, we also do call the InContact help desk for a ticket where the service was prompt and efficient.
What do you dislike about the product?
The big concern of InContact is the switch to using only MAX as the only client when our call center would rely on using the Thin Max agent; it worked well when we were able to use it through Internet Explorer as much of our work is done through that browser but it's not a big concern. We now use the Max agent through Google Chrome and while it is a good compromise, it's a hassle to use two browsers at once for us to get the job done. Sometimes, the application will close randomly and we are not sure why but it could be on our end with what we are using. Most of the issues of InContact has been resolved with the recent update to the infrastructure of the MAX Client.
What problems is the product solving and how is that benefiting you?
As a call center, we rely on using InContact for us to manage calls and follow up with our clients. We realized that the application is able to do much more, plan out hours when we are open/close, transfer calls left and right depending on the situation. We are able to have weekly conferences that ensure our team is on the same page when it comes to the latest updates for the products we use, DSS and PASS.
Recommendations to others considering the product:
InContact is a great solution for Call Centers where the integration can be implemented for many workforces easily. Support is very quick to offer solutions when there are issues. The interface for the MAX Client is user friendly and presents a very easy to follow flow of how calls are logged and presented; all while you are able to see every user on the team in the tasks they are doing. This helps gauge on how the productivity of our work is presented through a pie or bar graph that show cases the total amount of inbound versus outbound calls.
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