NICE CXone Mpower
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Incontact Experience
What do you like best about the product?
We have increased agent efficiency by using inContact to deliver all of the work items which were pending from long back . Incontact is user friendly technology.
What do you dislike about the product?
No i don't have any dislike items in Incontact.
What problems is the product solving and how is that benefiting you?
We have solved most of the problems which was pending from other technologies like surveys,CSAT and more more.
Recommendations to others considering the product:
expecting more in user friendly.
Lots of Sizzle - not so much steak
What do you like best about the product?
Basic configuration easy. Quick to start
What do you dislike about the product?
Customization and integration were a struggle.
What problems is the product solving and how is that benefiting you?
Cloud based call centre solution. Benefits not realized.
Recommendations to others considering the product:
If you want the basics it is a good fit. If you want flexible options at a reasonable cost it might not be the best fit.
Virtual Call Center Software
What do you like best about the product?
Dialer functions and skills. Dashboards are simple setup. Call recording software is easy to use
What do you dislike about the product?
Reporting is clunky and not user friendly. Call recordings are not easy to tag for specific uses
What problems is the product solving and how is that benefiting you?
We utilize Nice InContact for full service call center functionality
Mostly positive experiences
What do you like best about the product?
Dashboards and reportng- LOTS of uaseful data, modularity.
What do you dislike about the product?
For an organization of our size, can be hard to keep up with troubleshooting/diagnosing problems with the IC team.
What problems is the product solving and how is that benefiting you?
Helps with analytics.
Great Phone Management System
What do you like best about the product?
Powerful report creation, allows you to track many KPIs and give you a real time overall of your team performance, you can break it down by agent, skill or campaign. Intuitive and well documented.
What do you dislike about the product?
Some times the application crashed and required to clean the cache and cookies in order to make it work.
What problems is the product solving and how is that benefiting you?
We move from another phone system (Avaya) I like InContact most because it give me lot of options and flexibility for manage and monitor my team performance.
Recommendations to others considering the product:
great phone system, make your team management easier and flexible
Customer Support is sub-par
What do you like best about the product?
Initial sales and implementation. Sales was very accommodating.
What do you dislike about the product?
Customer support inaccessibility. Our technical account manager doesn't provide a direct line to call.
What problems is the product solving and how is that benefiting you?
Tracking calls, soft phone features, recording capabilities
Recommendations to others considering the product:
Define your requirements thoroughly especially with your users
A Useful Tool
What do you like best about the product?
This tool is useful for managing large call volume as well as integrating with other analytical tools.
What do you dislike about the product?
I don't have any complaints about inContact.
What problems is the product solving and how is that benefiting you?
Makes it easy to spot areas for improvement.
InContact is a very user friendly platform
What do you like best about the product?
InContact is a great platform! It is very user friendly and great for checking call volume, call history, listening in on live calls and more! You are able to grade and coach calls which is amazing! Glad we made the change!
What do you dislike about the product?
Sometimes calls drop and sometimes calls are not recorded.
What problems is the product solving and how is that benefiting you?
We are able to manage service levels and quality score calls. We are also able to track call.
All interactions I have had are always very professional and helpful
What do you like best about the product?
IT department is very prompt and kind. I really appreciate the monthly update meetings that are scheduled with Bob, very informative.
What do you dislike about the product?
Honestly can't think of any, a very forward thinking company and has great communication
What problems is the product solving and how is that benefiting you?
Streamlining all contact with my agents and I am able to pull great reports
Very hard to make changes without help
What do you like best about the product?
I like the dashboards and the ease of moving staff members to different skills. Also the ease of listening to call recordings.
What do you dislike about the product?
It’s very difficult and expensive to make scripting changes.
What problems is the product solving and how is that benefiting you?
I have a fantastic TAM, however sometimes our scripts don’t run how I want them to.
Recommendations to others considering the product:
Very expensive to get help. The system is pretty easy to use once it’s set up but the costs are very high
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