NICE CXone Mpower
NICEExternal reviews
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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.
Very basic product
What do you like best about the product?
Being able to make customized dashboards.
What do you dislike about the product?
Pre-built categories and dashboard widgets don't make are sense. Would like to able to customize more.
What problems is the product solving and how is that benefiting you?
Honestly nothing. To me, it's a very basic product.
Recommendations to others considering the product:
It's really just a basic product
Great but frustrating.
What do you like best about the product?
I love the cloud solution as it is easy to ramp up new additions in no time.
What do you dislike about the product?
It is very difficult to get subject matter experts engaged even when there is any production impacting events going on.
What problems is the product solving and how is that benefiting you?
We are utilizing nice incontact to solve all of our contact solution challenges. It works well!
Recommendations to others considering the product:
It is frustrating at times to get subject matter experts engaged even when there is a production impacting event.
Love this software
What do you like best about the product?
It is nimble! I can completely customize it to my call center needs. I also have anb account manager that is very engaged and helpful. She always wants to know how she can help!
What do you dislike about the product?
I would prefer the interface graphics to be a bit more modern. I would also like more training on the prebuilt reports that are available to me.
What problems is the product solving and how is that benefiting you?
We need to be able to handle 3 lines of communication with our customers. We use inContact now for Calls, Chats and emails! All comes to the agent in 1 queue. I was able to consolidate 3 vendors into 1 and have lots of data to track perfoemance along the way!
Recommendations to others considering the product:
Professional Services Partner Alliance
Quality software you can count on.
What do you like best about the product?
Simple to use and reliable. The system works as it's supposed to.
What do you dislike about the product?
Overall, great, but the support is expensive if you don't take their ongoing plans.
What problems is the product solving and how is that benefiting you?
Remote workforce, tracking, and reliability
Recommendations to others considering the product:
Yes.
Unclear billing and will not work with you
What do you like best about the product?
I found that there were nice people along the way that assisted with customer service and issues we had. I also appreciated the TAM and how helpful they were.
What do you dislike about the product?
I disliked how we were a smaller company and therefor given a third party implementation partner through Nice in Contact, instead of Nice in Contact themselves. We were also sold line items that we were told would work in the layout we purchased, only to find out during implementation, that they did not.
What problems is the product solving and how is that benefiting you?
The main issue was with billing and the invoices. We spent several hours over several months just to get the reimbursements for the items we were sold and didn't work. In addition to that the "usage charges" for the phone calls was very unclear and no report could be pulled by the customer to prove what tier the calls were coming from. When we asked Nice in Contact to create one for us, we were told no. The only thing they could tell us was that it was programmed into their billing automatically and there was no way for them to tell us what call, from what carrier called and how/why we were being charged.
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