NICE CXone Mpower
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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
Good product at a good price
What do you like best about the product?
Integrated email/Phone support. Keeps contacts flowing and stead to CSRs
What do you dislike about the product?
E-mail tools need to become more robust (bulk tools); general reports could be a little more user friendly.
What problems is the product solving and how is that benefiting you?
Increased response times, less lag between contacts.
My Experience Using InContact
What do you like best about the product?
How user friendly the interface is for creating and running reports specific for your call center. The support team is also great! Not only did they help us with finding apps within Incontact, but they also suggested companies that work well in conjunction with Incontact to improve overall user experience.
What do you dislike about the product?
The only drawback with Incontact is the cost if you have a smaller center. It is best suited for larger call centers. Giving customers the option to negotiate below the minimum when needs dip would help expand Incontact to being the most useful platform regardless of the size of your center.
What problems is the product solving and how is that benefiting you?
Being able to determine staffing needs with detailed reporting on volume, agent performance, and customer feedback. Most of these attributes were broken down and discussed at one of their company wide seminars held in Florida. It really helped me and my company believe in the abilities of Incontact as it a big deal to trust your business to any new platform.
Recommendations to others considering the product:
If you feel you have the volume necessary, I feel Incontact is one of the best platforms available. The features and quality of performance are hard to ignore when doing your research on call center support systems. I have used Incontact at 2 different companies I have worked for, and was petitioning my 3rd company to upgrade prior to where I work currently.
I am an OPS person and support NICE inContact with over 200 users world wide!
What do you like best about the product?
Love the proactive notifications when issues arise. The notifications are fantastic and right away I can tell if they are going to affect my organization or not!
Love the new Audio & Visual notifications with 13.0.0! My team has been asking for this for some time now.
Love that I
Love the new Audio & Visual notifications with 13.0.0! My team has been asking for this for some time now.
Love that I
What do you dislike about the product?
Finally have Audio and Visual notification on incoming case .. but cannot change the .wav file to a sound I want to use for my org. I want a long sound that lasts longer than a second! Can I be obnoxious :) HA HA HA
Wish more than 1 person could be ab ADMIN
Wish reports were a bit easier to write. We have a lot of pre-built reports and canned templates .. sometimes it sis difficult to change to exactly what we need to run a report on.
Wish more than 1 person could be ab ADMIN
Wish reports were a bit easier to write. We have a lot of pre-built reports and canned templates .. sometimes it sis difficult to change to exactly what we need to run a report on.
What problems is the product solving and how is that benefiting you?
I have a team I support globally. TI can set up routing based upon Pole, or Skill proficiency. This is especially helpful for new agents learning new products.
cases are being routed to the correct people around the world based upon their location and skill set.
cases are being routed to the correct people around the world based upon their location and skill set.
Recommendations to others considering the product:
It is a great system .. you can get people using the system very quickly as it is an easy package to teach to a large team
Uptime is fantastic with solid support.
What do you like best about the product?
Highly reliable contact center and terrific support availability.
What do you dislike about the product?
Reporting and intuitiveness could be better.
What problems is the product solving and how is that benefiting you?
We're able to analyze and improve agent efficiency, identify service bottlenecks and triage to success. Greater transparency with our agents.
Overall a very good system. MAX is a great upgrade to the NICE product
What do you like best about the product?
Ease of training new staff on using the system, and the stored contacts/address books.
What do you dislike about the product?
Now that we are using MAX things are working much better. The old Thin Agent would have constant interruptions, slow downs, and more issues.
What problems is the product solving and how is that benefiting you?
the system helps us efficiently answer calls, and track how the call was handled (dispositions)
Recommendations to others considering the product:
I am not sure.
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