NICE CXone Mpower
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Nice InContact is pretty good
What do you like best about the product?
the automation of the reports and the amount of information available. Before we started using InContact, We had to run all our reports by hand. It took time and a lot of our work was inefficient. with the help of Max and Nice InContact, most of our reporting is done automatically. We have so much more information ready for us each day, and throughout the day, and it really helps make it easy to see just what's happening and what needs to happen.
What do you dislike about the product?
It takes a lot of time to get used to the system. It's not very user friendly. We get a lot of people with limited computer experience, and trying to teach them how to use Incontact is actually a bit of a challenge.
What problems is the product solving and how is that benefiting you?
The amount of information we get on each persons activity in our group is exceptional. We found inefficiency everywhere. From unscheduled breaks to just waiting for the right work to be presented to each person. Now that we have InContact, monitoring workflow is automatic and steady throughout the day, and every detail of a persons time is presented with easy to break down and understand metrics. I can clearly see who is doing their best, and who needs to be talked to, and it's impossible to argue against. We've seen efficiency increase pretty steadily.
I don't like how it logs you out after a few minutes and I have to keep logging in to view it again.
What do you like best about the product?
I like how it shows exactly what I am doing with the calls.
What do you dislike about the product?
I don't like how it logs you out after a few minutes and I have to keep logging in to view it again.
What problems is the product solving and how is that benefiting you?
I have not solved the issues with it.
There should be an option to listen to voicemails, instead of going to auto attendant
What do you like best about the product?
Seeing the amount of inbound and outbound calls.
What do you dislike about the product?
When you have the auto answer off and the phone automatically answers the phone
What problems is the product solving and how is that benefiting you?
The benefit is being able to see when your coworkers are on the phone, available, out to lunch
Recommendations to others considering the product:
N/a a
Reliable, just don't use a B.T headset
What do you like best about the product?
quick response, software is web based and its clean looking.
What do you dislike about the product?
Bluetooth headset not friendly with Chrome so far. Would like to see that fixed.
What problems is the product solving and how is that benefiting you?
Call center mostly, very effective
Incontact is very receptive to our feedback and quick to make fixes
What do you like best about the product?
I like how user friendly the program is.
What do you dislike about the product?
At times calls become static-y or calls are dropped occasionally.
What problems is the product solving and how is that benefiting you?
Better ways to communicate with clients. Benefits is the ability to connect quickly.
to many glitches but not bad
What do you like best about the product?
that when it does load properly that it is clean cut and i can read a question at a time
What do you dislike about the product?
that when i click the back button than forward everything erases
What problems is the product solving and how is that benefiting you?
im able to take my clients through intake smoothly
and the benefit is i can do it a little faster without rushing
and the benefit is i can do it a little faster without rushing
Recommendations to others considering the product:
other than what ive mentioned its been smooth
Some Great Products
What do you like best about the product?
Central is absolutely wonderful. It is easy to use and very fast. Managing users is easy and reporting is efficient. It is great to be able to login and be able to disable a user quickly. I also like that CXOne has since sign on which makes signing in simple.
What do you dislike about the product?
Some of there other software is antiquated and very difficult to function in. WorkForce Management and Engage need to be worked on. I find that they are both extremely slow and are not flexible enough to meet the needs of my unique call center. I wish Engage would be single sign on.
What problems is the product solving and how is that benefiting you?
One place for my agents to receive different types of contacts. We know have voicemail, email and call back that is in one place and works great. We have more accurate reporting which was an issue we had. The recording quality is much better and easy to access in CXOne.
Recommendations to others considering the product:
Pick a different QA program. Engage is very slow
Its ok
What do you like best about the product?
No hard to navigate. Easy to install. Calls clear.
What do you dislike about the product?
Connections to calls. Dropped calls. Sound on some calls.
What problems is the product solving and how is that benefiting you?
Fast response from tech team.
Not my favorite dialer
What do you like best about the product?
it is an easy program to navigate and use
What do you dislike about the product?
It takes forever to connect to agent leg, it is spotty, sometimes it requires me to clear my cookies and data or else it wont let me in because it says my credentials are incorrect
What problems is the product solving and how is that benefiting you?
contacting customers is simple, i like that you have to push "hang up" 2 times to avoid a mistake
Recommendations to others considering the product:
It is not my favorite program, but it gets the job done and at least serves the purpose it is supposed to as a dialer
InContact Review
What do you like best about the product?
Incontact offer a lot in the way of IVR customization and error analysis, this has proven useful when customizing IVR's for clients.
What do you dislike about the product?
Customer Support can be tricky sometimes in getting half answers to questions.
What problems is the product solving and how is that benefiting you?
N/A
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