NICE CXone Mpower
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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
Mixed Feelings but Great System
What do you like best about the product?
The things that I like best about Nice inContact's systems are:
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
What do you dislike about the product?
1. Though their implementation team is very nice and friendly, it has taken over a year for us to complete. We had gone through at least three or four different implementation managers and things were falling on the wayside. They now have provided us a great team and things are getting done in a timely fashion; however it was difficult the first 6 months to get things in place and it has taken us 9 months to get where we are now.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
What problems is the product solving and how is that benefiting you?
1. We are able to determine what staff members that we need in order to cover our phone volumes during certain times.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
Overall good platform.
What do you like best about the product?
Reporting and CXone are very user friendly
What do you dislike about the product?
Professional services and Studio. Not clear understanding and any changes become very difficult
What problems is the product solving and how is that benefiting you?
contact center platform simplicity
Recommendations to others considering the product:
Make sure you get implementation right. Any enhancements and modifications after are a headache
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