NICE CXone Mpower
NICEExternal reviews
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Easy to manage and communicate for our remote agent
What do you like best about the product?
The dashboard layout is friendly to read and easy to access to our remote agent, and the agent reporting is detailed and clear. This makes our call center, office agents and remote from home agents easily, can connect at same time and in one place.
What do you dislike about the product?
Sometime the internet respond time is slow and showing network error message during called out to customer.
What problems is the product solving and how is that benefiting you?
none
Great Product For Complex Companies
What do you like best about the product?
My favorite thing about utilizing Nice inContact is the diversity of what you can do. We manage and take calls for dozens of different brands, each with their own set of logic and rules and regulations. We are able to satisfy the needs of each brand while building out complex projects to improve efficiencies and overall customer experience. We love the freedom and easy-to-use tools!
What do you dislike about the product?
I would like to have a staging environment for our changes so testing new projects has less risk during the initial stages (referring to Studio).
What problems is the product solving and how is that benefiting you?
We have used Studio to build out intelligent customer routing so we can dynamically send them to the place they need to be without asking them a single question based on past calls, brand, etc. It's been incredible to see what we can do to improve customer experience!
Recommendations to others considering the product:
If you need something multi-faceted, this is a great product to pursue.
Nice Incontact Review - Shawn Jackson
What do you like best about the product?
Dashboard view for shared business model
What do you dislike about the product?
Nothing so far, I think I dont have any complains.
What problems is the product solving and how is that benefiting you?
Real-time performance management, multiple reports, client management
Recommendations to others considering the product:
This is certainly the performance management software every organization can go for!
CXOne is the game changer we need
What do you like best about the product?
We love the simple and consistent user interface. The online help tools are easy to follow and implementation of new features are a breeze .
What do you dislike about the product?
It would be beneficial to have additional automated skilling and workforce rules.
What problems is the product solving and how is that benefiting you?
The biggest challenge we faced with our previous cloud based solution was downtime. Since switching to InContact we have had 0 downtime in the past 9 months.
Incontact Several options, difficult to maintain, keep up with and troubleshoot
What do you like best about the product?
Incontact has several options available in the system. It's easily accessible from anywhere which makes remote agents very easy. It's very adaptable to your business needs.
What do you dislike about the product?
Maintaining, learning, maintenance and upkeep can be pretty tough. Each time they update, you need to set a lot of time aside in order to make sure you are available for troubleshooting. Implementation moves very slow. Don't expect to make changes over night in most cases. I have I.T., call center, WFM and management background with some scripting experience. I still find myself always learning and running to catch up to make sure our program is working properly.
What problems is the product solving and how is that benefiting you?
Implementation costs are high and take a long time. Several issues with updates. The auto dialer is a very good program once you put in the time to build it.
Recommendations to others considering the product:
Be ready for a time commitment. You'll have a lot of systems and sub systems that you will need to learn to implement and maintain this program
Mastec inContact review
What do you like best about the product?
Simplifies workforce mgmt and the reporting tools are intuitive
What do you dislike about the product?
There used to be issues with support, but those have been resolved. Outages are handled with proactive status updates and we get follow up emails making sure we’re operational. So, not really a dislike :)
What problems is the product solving and how is that benefiting you?
The reporting is the best feature
Works well as a call queue manager
What do you like best about the product?
Easily jump in and out of the queue when busy or when taking breaks.
What do you dislike about the product?
Use of Flash. Sometimes it does not load properly or needs permission.
What problems is the product solving and how is that benefiting you?
We are solving our standard tech support calls from our employees.
Benefits are a easy to read interface that also include useful analytics.
Benefits are a easy to read interface that also include useful analytics.
Recommendations to others considering the product:
In my experience of using software that handles a medium sized company's incoming call queue, its the best I've used. (I've used many in the past 15 years)
InContact - Leading Cloud Contact center
What do you like best about the product?
The interface is intuitive. The platform is feature rich and delivers full set of capabilities to address and satisfy our business needs. Smart Inbox, Supervisor On-The-Go, Proactive outreach, Auto dialer and ECHO customer feedback are great add-ons to the platform. InContact has out of the box APIs you could leverage to tie in with your home grown applications and systems. One stop shop for Omnichannel, ACD routing, WFM, call recording, auto dialers, thin clients etc. Love the AI and Speech Analytics feature!
What do you dislike about the product?
During upgrades to the platforms, we noticed that some of the key metrics in reporting were lost for that timeframe. Work from home solution also needs to be solidified.
What problems is the product solving and how is that benefiting you?
One stop shop for all Contact center things
Absolutely amazing.
What do you like best about the product?
The ability listen and coach agents while they are on an active call.
What do you dislike about the product?
The inability to change my agents status with my login.
What problems is the product solving and how is that benefiting you?
I am able to coach and train my agents during an active call. To track my agents performance over any desired time.
Recommendations to others considering the product:
It's a very useful tool to have
Complete tool but with several bugs and little professional support
What do you like best about the product?
The hability to handle calls, emails and chats in an efficient and organized way, and the possibility to store data and generate reports to measure KPIs and SLAs and agents performance as well as customer support quality.
What do you dislike about the product?
It seems to be a linear application sometimes (talking about MAX), the L1 support does not seem to understand most of the times what the issue is when reported, when issues get escalated to further levels up there seems to be a lack of communication to the customer, like if the issue disappeared, nobody cares to provide feedback unless we request for it, this is not good at all. more professional support needs to be paid (and at an extremely high rate)
What problems is the product solving and how is that benefiting you?
Contacts being handled in a fair way, as designed based on priorities, give customer the possibility of opening chats as another way of support.
Recommendations to others considering the product:
Make sure to get all the information that the packages include beforehand and do an internal survey on how things would be setup in your organization to match up the NICE requirements and fulfill your needs. Make sure to get the complete support
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