NICE CXone Mpower
NICEExternal reviews
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Great all around company for contact center
What do you like best about the product?
Ease of developing IVR/ACD and integrations with other products. We have been an inContact customer for years, and while there were definitely bumps in the road they seem to have figured things out and built a flexible product that can work for any size company
What do you dislike about the product?
Some of the integrations are a bit disjointed, like inView and WFM products, and would like to see things morph into one big ecosystem for easier management
What problems is the product solving and how is that benefiting you?
Integrating our contact center with other business tools like Salesforce allows us to have a single pane of glass for agents in the contact center that work together.
Recommendations to others considering the product:
inContact can be as simple or as complex as you want to make it. It's flexibility makes it a good product for any size company
Data engineer review
What do you like best about the product?
API interface is actually pretty good, we almost never get errors as data extracted is in a predictable format. Reliable pipeline, and that comes down to a good source, so thanks.
What do you dislike about the product?
API documentation frankly looks like a mess, there are tools that generate beautiful documentation that is a little easier to read. Also, docs seem to be written with somebody who knows about inContact's internal structure in mind, but I'm just a data engineer who had to get data, so it was kind of confusing. Might be worth it to try to figure out how common I am as a use case, if you're interested in improve your docs.
What problems is the product solving and how is that benefiting you?
I'm getting data into our data warehouse for our analysts to work with.
Recommendations to others considering the product:
Read the documentation.
If you run a Contact Center you need InContact
What do you like best about the product?
I like how intuitive it is to use. Whether it's Max or reporting & dashboards, everything makes sense and has a very short learning curve. I can quickly and easily get the information I need to make good decisions and effectively manage my department. I also appreciate the top notch level of support I receive when I do have questions or want to explore additional products and services.
What do you dislike about the product?
The base call quality & monitoring functionality is really awful. I basically can't do anything meaningful.I also would like to see dashboard functionality that focuses on abandon rate similar to how it does with service level.Lastly it would be great if you could construct reports and graphs similar to what you do with pivot tables.I have to download the info and then create the reports from scratch in Excel.The other issue I have is that many of the KB articles/resources are old and out of date.
What problems is the product solving and how is that benefiting you?
Using it to look at historical call volumes and then forecast future traffic.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
Incontact Experience
What do you like best about the product?
The customer service of Incontact is what stands out the most. Very reliable and always answers my pertinent questions when in need of assistance.
What do you dislike about the product?
From time to time there are occasional issues when a call is being routed and the only fix is to clear the contact even when calling customer service. After the change to Nice Incontact, it doesn't happen very often but it is still a problem.
What problems is the product solving and how is that benefiting you?
None.
Recommendations to others considering the product:
It's great to do a trial if possible to see if it meets your needs and with the new features the NICE Incontact has to offer, it does help make things a bit easier despite it being a little harder on the eyes at times or just takes getting used. When it works correctly like it's supposed to, it is a great piece of software that really meets the basic requirements for operating a call center. I would advise to utilize the help feature from time to time as there is always something new to be learned and it greatly helps both knowing the product. Of course, there will be things that are hard to grasp but when you call the customer service hotline for assistance, they will answer any questions they have and I"m thankful for that.
inContact Platform
What do you like best about the product?
supervisor view, is very handy to refer to for a quick overview of all your agents within the platform.
What do you dislike about the product?
By now I would think that NICE inContact would have developed an app for supervisors and Admin staff, this would make life easier than the web interface.
What problems is the product solving and how is that benefiting you?
we use the system for our Telephony, the benefits are real time stats and the changes we can make on the move.
Recommendations to others considering the product:
Pay great attention to detail, Some technical teams, miss the people on the ground when designing these solutions, but if they are included from day 1 the implementation goes smoother. Listen to the users.
Usability and Support
What do you like best about the product?
The analytics and reporting functionality is great.
What do you dislike about the product?
The service and support is not great. They are extremely delayed in getting back to you. I felt that we were oversold during the sales cycle and now the Operations team is left holding the bag for features that they are not able to support and cannot commit to a delivery timeline on. An example of this is the basic functionality between a support org being able to effectively run Chat, Email, Phone support with agents and having the ability to effectively prioritize and switch between channels.
What problems is the product solving and how is that benefiting you?
Real time insight into call data and analytics.
Recommendations to others considering the product:
Do your due diligence to ensure the out of the box features work for your needs.
My experience had been hit and miss
What do you like best about the product?
What I like best is that it has the potential to be a great product. It we have been lucky to have good people in our corner like Nica, Lisa and Derek. With out them we would have been very lost.
What do you dislike about the product?
The customer service portal. I think it has to be the worst portal I have ever navigated. Then once you get a tech they ask you for logs, so I grab them. Then I get a new tech and he ask for logs. Then I do a WebEx and show theM the issue and send the m the logs. Then I get a new tech and he ask for logs. How may logs do you need. Also I am in the IT engineering world. I have never ask my clients for logs.. I can pull them from my product myself.. why can’t they. It just feels like I am being tossed around. I just want one tech that can actually get me what I want. Another thing when a ticket goes to a BUG, why do I have to Lose all visibility of this ticket. I don’t think that’s fair.
What problems is the product solving and how is that benefiting you?
The major issue I would say we need to work out is the interrupted emails. They cannot log out in the SF DC agent if they have a interrupted email. If we force log them out it puts the case back in the queue and gets circulated again. This is the most frustrating process. I would love a fix for this. Maybe not interrupt the email but Park it in their queue.
Some Data Challenges but overall a good company to work with
What do you like best about the product?
The quick replies when there are tech issues is really helpful. Being able to schedule time with a SME to help optimize tools is something I've found very useful. The help tools for Nice IEX are fantastic and i utilize them all the time.
What do you dislike about the product?
I dislike that some of the data is fuzzy. It's very difficult to explain email data points. When i call support to place a ticket i don't want to stay on the phone while the tech figures out the issue. Some times a ticket can sit there for 3 days without being responded too. I wish the "real time" dashboards and Nice IEX "intraday report" were truly real time. When there's a 15-45 minutes delay in updated data, it's very difficult to make real time adjustments to ensure coverage.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
What problems is the product solving and how is that benefiting you?
Nice InContact has helped with automating work, creating efficiencies, more visuals on the day to day to be able to make shift adjustments. Being able to pull many levels of data from campaign, to skill, to CSR, to team level is fantastic.
Incontact Warrior
What do you like best about the product?
Supervisor mode is amazing and has benefited me a ton.
Really easy to adjust the skills of my analyst.
Really easy to adjust the skills of my analyst.
What do you dislike about the product?
Reporting could be a bit better and simpler for creating dashboards and what not.
What problems is the product solving and how is that benefiting you?
Tracking our agents status through the day without InContact would be impossible.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Recommendations to others considering the product:
This tool is a staple for our company. It would be hard not to use this tool on a day to day basis.
This should be a strong tool for any call center/Help Desk related work environment.
This should be a strong tool for any call center/Help Desk related work environment.
Pretty good application, when it is working.
What do you like best about the product?
The dialer feature is great and the ease of use of the application. Easy to dial and to use any phone number to connect and pick calls. The whisper calling is a neat feature, as well as call scheduling, for future call backs. Like the call recording feature but listening can be a little problematic.
What do you dislike about the product?
Dislike the fact that this is not natively installed/integrated into Dynamics CRM. The use of USD makes it difficult to determine the failure of USD from the application. This is important since users will not like to be logging into multiple application hence not using the inCentral application.
Difficult to configure for other departments. This application is rather difficult to setup espcially for on-premises Dynamics CRM.
Difficult to configure for other departments. This application is rather difficult to setup espcially for on-premises Dynamics CRM.
What problems is the product solving and how is that benefiting you?
Call Center
Recommendations to others considering the product:
Get a good implementor
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