NICE CXone Mpower
NICEExternal reviews
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Manager of Customer Experience
What do you like best about the product?
We have a dedicated Technical Account Manager who is fantastic! HE is very helpful with providing solutions to any issues, and has amazing follow up.
What do you dislike about the product?
I don like calling in to the general help desk. I understand that they are troubleshooting, but it is a very painful process.
What problems is the product solving and how is that benefiting you?
We are solving issues with speed to answer, abandoned calls, and also gaining voice of customer through post call surveys.
Recommendations to others considering the product:
When setting up have someone who knows something about call centers involved. We did this from scratch, not knowing anything about how it worked, it was slightly painful. Pay for the in house training, and the TAM, it is well worth it.
InContact allows us to support over 100 festival clients that need support for their customers.
What do you like best about the product?
The UX, user interface is very easy to navigate, update and configure.
What do you dislike about the product?
Reporting can only pull data for 3 month increments
What problems is the product solving and how is that benefiting you?
I see the capabilities as very useful in that we're able to update IVR settings in InContact Studio at any moment's notice
NICE is nice for your business
What do you like best about the product?
I enjoy the ease of modifications that can be done on the next system.
What do you dislike about the product?
there are parts where you cannot modify for instance the contact history that's green I want to be able to make it bigger but unfortunately i cannot.
What problems is the product solving and how is that benefiting you?
I have been able to have my agents know exactly where they need to be in regards to their statuses and time they have taken on every call.
incontact
What do you like best about the product?
I like that it allows you to see exactly how many calls are in each queue, provides you w/wait times.
What do you dislike about the product?
The inability to select and see specific calls. At the minimum should be able to queue a specific queue for the next call to come thru.
What problems is the product solving and how is that benefiting you?
The ease of access is great. This has allowed a quicker transition between new hires and long time employees.
Recommendations to others considering the product:
Great system but there are learning curve for users. Once that is done good system for calls. The ability to remove skills in supervisor mode is very useful especially if someone on the team has to call out sick, this allows for continuation of services even when we're down a person.
Contact Center Software for the Modern Call Center
What do you like best about the product?
I enjoy using NICE inContact for my team! It is easy to configure and includes a ton of features out of the box. It allows us to run our call center efficiently. I love the tools available for reporting, including the custom features. I also like the ability to live monitor calls as they are taking place.
What do you dislike about the product?
Sometimes the functionality would go down, but the team was quick to respond.
What problems is the product solving and how is that benefiting you?
Outbound campaign dialing, reporting features, quality recordings
Recommendations to others considering the product:
Explore all features so that you are getting the best use of the product; ask lots of questions and be involed
Easy to use Product
What do you like best about the product?
The ease of use. Products are pretty intuitive and user friendly.
What do you dislike about the product?
Customer service has been hit or miss. When completing a new implementation of a point of contact we had a lot of miscommunication and misunderstanding about timing, expectations and missed a deadline because of it.
What problems is the product solving and how is that benefiting you?
The product has allowed us to improve our contact center operations by giving us one platform for all media types. It has also enabled us to work from anywhere on any device and given us some redundancies.
Recommendations to others considering the product:
This system offers a holistic approach to contact center management suites, allowing for ease of management, in a user friendly way.
IN CONTACT REVIEW
What do you like best about the product?
The simplicity of using the program is what i appreciate the most!
What do you dislike about the product?
Not much to dislike in my opinion. Software works great!
What problems is the product solving and how is that benefiting you?
USPS employees call us and we troubleshoot all kinds of issues with their laptops and scanners.
Recommendations to others considering the product:
Great product!
Powerful platform - lacking clarity and support
What do you like best about the product?
Studio flexibility is the best feature top of the list.
What do you dislike about the product?
support its been somehow always behind, communications are not all the time clear and expectations are always impacted.
What problems is the product solving and how is that benefiting you?
Integration with multiple platforms and call flow flexibility.
Recommendations to others considering the product:
check the scripting solution, so far, in my experience is one of the best out in the market
Switched from another service provider, we went back. Terrible experience
What do you like best about the product?
There is honestly not too much I have been happy with Nice in Contact.
What do you dislike about the product?
Switching to this company has cost my business partner a ton of money in the last 6 months. We have had constant problems with connectivity, incorrect setup of our accounts by our onboarding rep, poor customer support with long waits between responses.
If you plan on using a VOIP setup, this is not the company you want to use. We had our agents getting kicked out of the system constantly. After months of attempts to get this fixed we were told our agents need to log out after every 2 phone calls... Not feasible for a company doing 10,000+ phone calls a month...
If you need to order a number to use it takes up to five days to receive. We have had instances where it has taken over 7 days to receive. Something that was not mentioned once we signed our contract.
We are canceling our services with this company. The contract states that you can get out of the contract "for cause".
Once we submitted our cancellation and requested a full refund, we were told we had to pay the remainder of our 2-year contract. Totaling over $55,000 when we gave over 10 different specific issues as to why we were leaving. You cant run a business on a software that doesn't operate as it was sold to us.
Granted we do have a unique setup in our business so this company may be right for others but we spent hours during our sales calls going over every detail we could to make sure we were making a good move and unfortunately we were not given the product we were sold.
I don't typically post reviews and I am only doing this one to let others know to do their homework and hopefully get a response on our cancelation progress as its been a few weeks now.
If you plan on using a VOIP setup, this is not the company you want to use. We had our agents getting kicked out of the system constantly. After months of attempts to get this fixed we were told our agents need to log out after every 2 phone calls... Not feasible for a company doing 10,000+ phone calls a month...
If you need to order a number to use it takes up to five days to receive. We have had instances where it has taken over 7 days to receive. Something that was not mentioned once we signed our contract.
We are canceling our services with this company. The contract states that you can get out of the contract "for cause".
Once we submitted our cancellation and requested a full refund, we were told we had to pay the remainder of our 2-year contract. Totaling over $55,000 when we gave over 10 different specific issues as to why we were leaving. You cant run a business on a software that doesn't operate as it was sold to us.
Granted we do have a unique setup in our business so this company may be right for others but we spent hours during our sales calls going over every detail we could to make sure we were making a good move and unfortunately we were not given the product we were sold.
I don't typically post reviews and I am only doing this one to let others know to do their homework and hopefully get a response on our cancelation progress as its been a few weeks now.
What problems is the product solving and how is that benefiting you?
We had integrated the texting option into our system but ultimately we had to cancel our services.
I contact review
What do you like best about the product?
The capabilities and flexibility for being a SaaS provider.
What do you dislike about the product?
That it doesn't integrate into Skype for business fully.
What problems is the product solving and how is that benefiting you?
Skype for business not having an ACD solution
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