NICE CXone Mpower
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Why I Love inContact
What do you like best about the product?
I absolutely love inContact. It is the best call routing tool I've used in my career in IT. It is reliable, efficient, and easy to use. It makes taking calls at a high volume call center smooth and easy!
What do you dislike about the product?
I honestly do not have too many dislikes but every product has it's cons. Sometimes calls drop or get refused due to technical issues inContact may have, but those issues are usually quickly resolved.
What problems is the product solving and how is that benefiting you?
As I've said previously, inContact makes call routing easy! It's an amazing solution for how volume call and service centers. It keeps us organized and on top of calls!
Recommendations to others considering the product:
inContact is the best call routing solution out there today!
It's been good.
What do you like best about the product?
The customization of skills, the easy way to use the dialer and make calls.
What do you dislike about the product?
There are several bugs or glitches, like reporting or giving all uploaded records. I think it could be easier to use.
What problems is the product solving and how is that benefiting you?
We are trying to improve our call skills, and our sales by using automatic dialing.
A Solid System
What do you like best about the product?
InContact is easy to use, offers many technical features, and sports fairly easy reporting options. Tech support is typically fast and courteous, and down time is minimal. Chat, text, and email are also available all through the same system, which is handy, and the live call monitoring/call recording is so helpful for monitoring for quality control. We've also been able to link InContact to our Information & Referral database, so some of the demographic questions are asked via IVR and are automatically populated into our database. When the call is assigned, a link to their call record pops, and they open a partially completed call record. This saves us time and the uneasiness of an automated services asking some of the questions rather than a live person.
What do you dislike about the product?
I have been having issues with ECHO, which is a feature that is supposed to report automated survey results from the caller. I can't seem to get an answer on why it isn't working, but it could be user error.
What problems is the product solving and how is that benefiting you?
InContact takes much of the work out of call/text/chat/email routing for us and allows us to focus on other areas. We've seen other systems first hand that are not user friendly and sport big price tags, and we are thankful we can afford InContact.
Recommendations to others considering the product:
If you can afford it, get it. It's easy to use, passwords can be reset by users (forgot password link), and you can live monitor, coach, or barge in on calls as needed. There are so many features at your fingertips.
Soft Phone Max
What do you like best about the product?
I helped create Max when we signed up actually. inContact did not have a softphone to sell and we developed Max based off the softphone that RingCentral provided at the time. I worked with developers to brainstorm all the functions needed, however with a merge I believe inContact decided to use their softphone with the new features incorporated.
What do you dislike about the product?
Anything being internet based is risky when there are outages .. nothing is perfect but if you were drilling down it would be down time equals negative net $100 per minute down.
What problems is the product solving and how is that benefiting you?
API connectivity, we have mostly accompanied our LMS with inContact via API. We would like to gamify our system while utilizing the phone stats. IE. little guy climbing and gains elevation after each successful call.
Recommendations to others considering the product:
If it is good enough for Disney call centers after the release of Disney+ then it will be just fine for your small, medium, and large organization.
Good Product
What do you like best about the product?
Manages call and email tickets very well.
What do you dislike about the product?
Licenses are annoying to transfer between users, even when it's just a profile rebuild.
What problems is the product solving and how is that benefiting you?
Unified call center solution.
Excellent service
What do you like best about the product?
The way the team keeps updating the ticketing system is great.
What do you dislike about the product?
Nothing everything is absolutely fine and working good
What problems is the product solving and how is that benefiting you?
Issue related to NICE platform
NiC is always striving to do better and easier. CXone, RLR, etc
What do you like best about the product?
We contracted to have NiC program our IVRs for new business and PSOD for changes to the IVRs when needed. The talent level in PSOD is excellent. I've always had a positive experience
What do you dislike about the product?
Some of the changes to applications cause us to make changes in our environment. Sometimes it can be difficult to make changes quickly.
What problems is the product solving and how is that benefiting you?
We face challenges at times making our SLA call metrics. NiC makes it easy to make configuration changes easily.
Recommendations to others considering the product:
Setting up the IVRs Surveys, Workforce Intelligence etc. Take time to plan what you want to accomplish with inContact. NiC will do exactly what you ask for.
with the predictive dialer, this tool limits the use of manual inputs when contacting clients
What do you like best about the product?
that it dials within seconds at a time as soon as one call ends, another appears
What do you dislike about the product?
when its down, its down, which slows up the process of moving forward but its minor infractions
What problems is the product solving and how is that benefiting you?
the impact that it has when dialing contacts and ho you can manage the call or forward the calls to its appropriate destination
Recommendations to others considering the product:
Having Incontact to do the dialing for you could save so much time on Inbound/Outbound calls in any organization
Nice in Contact is nice but it could be nicer!
What do you like best about the product?
Offers a lot of robust features such scheduling and reporting. Many of these were lacking in other products but this makes it easier and allows us to move away from spreadsheets.
What do you dislike about the product?
Their support model is lacking. Some individuals during the implementation process were very helpful but the seems to be a lot of disconnect between the various members of support. Hard to track updates or just pure lack of engagement from support side.
What problems is the product solving and how is that benefiting you?
Improving customer support interaction through email, phone and chat.
New customer - tool not living up to expectations
What do you like best about the product?
I like the amount of reporting options available in the Nice Incontact world. Between their own dashboards as well as Inview.
What do you dislike about the product?
Right now, this is a very long list. Lots of product bugs/flaws, poor design on certain items, constant troubleshooting, difficult to customize, WFM is very laggy and slow. It is not easy to templatize and we have doubts about the forecast tool and feel like it is severely flawed. Nice InContact support at times is hard to reach (even before remote environment), and when they are reached, there tends to be a lot of double explaining the issue. Either they don't research the question well enough, or just don't read or understand it. They close out tickets to be assigned to "known issues" or bugs. When this happens, the customer will not receive any more updates on this issue as the ticket becomes an internal ticket and there is no insight for the customer. And if you use Inview, you submit a ticket to Nice, who submits a separate ticket to Inview, which the customer cannot see, so it's tough to get updates there.
The overall UX looks old and could use updated. The support portal tends to run slow and I run into login loading issues often. Studio and other features are not compatible with Mac (and a sales issue here, but this was not told to us until we were far into our implementation).
The overall UX looks old and could use updated. The support portal tends to run slow and I run into login loading issues often. Studio and other features are not compatible with Mac (and a sales issue here, but this was not told to us until we were far into our implementation).
What problems is the product solving and how is that benefiting you?
We were attempting to bring an all in one case routing system that includes chat, email, and phone, workforce management, and reporting tool. The benefits have been low so far, the amount of extra work that has gone into the implementation has been an incredible time drain.
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