NICE CXone Mpower
NICEExternal reviews
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Great Data collecting and Queue management system
What do you like best about the product?
The options around data collection for types of calls/emails/chats is awesome. It's great to be able to run reports to get the data we need quickly.
What do you dislike about the product?
Data collection is delayed, you can show it within seconds but the reports have to wait till next business day.
What problems is the product solving and how is that benefiting you?
We are constantly trying different ways to improve our customers experience in the way we handle our queues, InContact allows for those changes quickly.
All In One
What do you like best about the product?
I like that there is consistent improvements to the system with the quarterly releases. In addition I appreciate that you can pay for an all in one suite. Technical Support is usually pretty solid and responsive even if you're not paying for a higher level of service.
What do you dislike about the product?
While you can get everything all in one, the additional cost can add up for add on (WFM, trancribed calls, etc). Until we paid for a TAM, it was hard for us to get assistance with projects that we wanted to work on (new call flow, SMS, etc).
What problems is the product solving and how is that benefiting you?
We are working to add SMS and update our call flow to reduce inbound calls. We need to leverage the technology as we are a growing company. So far our call volume is growing with our business, but we need to leverage InContact so our call volume doesn't keep growing as our business does.
For contact centers the software just works
What do you like best about the product?
That it is in the cloud so we know we have a large team supporting us and it's not just on our small internal team. It is also easy to have a centralized solution for almost all customer communication. Configuration to our business needs and access to integrate external systems are also easy with the use of studio.
What do you dislike about the product?
Cloud is some of the time a double edged sword. When there is an issue you are reliant on an external team, so as an IT person it feels strange to not be able to dig into all of the details. Cost is also a factor as it's not the cheapest solution out there, but my experience says you get what you pay for.
What problems is the product solving and how is that benefiting you?
A centralized solution for customer communication regardless if it's text, chat, email, or phone calls. Allowing the entire business access to understand call routing as we allow the business to dictate the call flow by them specifying how t
Front End User for 5+ years
What do you like best about the product?
Functionality, Convenience, Dashboard
What do you dislike about the product?
Not having an "active working status" for project work that requires my agents to be off the phone- All Unavailable statuses count against their working rate
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
What problems is the product solving and how is that benefiting you?
Workload Distribution
How I Like inContact
What do you like best about the product?
inContract has been working pretty well. We are a Service Desk that provides support through calls and inContact keeps us up and running. It has proven to be reliable for call routing for the most part.
What do you dislike about the product?
Sometimes the inContact servers go down and calls are not routed properly and are instantly refused if an analyst attempts to anser. However, these issues are rare and usually pretty quickly resolved.
What problems is the product solving and how is that benefiting you?
We are able to service our users thanks to inContact's call routing. It allows us to see how a long a user has been waiting and what type of call is coming in. It has given us more visibility into the calls we take.
Recommendations to others considering the product:
inContact is a great tool, especially for larger organizations that have a higher call volume.
Good for customer
What do you like best about the product?
The control of calls, agent interactions, reports customized.
What do you dislike about the product?
The dashboard because it is very confuse to present in Explorer.
What problems is the product solving and how is that benefiting you?
Reports customized
It's been a great experience so far!
What do you like best about the product?
I love the responsiveness of inContact Support, as well as the reporting tools that inContact offers. Furthermore, it's been incredibly stable for us and we've had minimal downtime.
What do you dislike about the product?
It would be nice to be able to pull up the Agent Zoom for an agent if they aren't currently logged in. Offer that kind of reporting somewhere else (I haven't been able to find it). It's useful to see that detailed breakdown.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
What problems is the product solving and how is that benefiting you?
We're addressing our customer's issues quickly, and we're able to adapt to the changes in volume throughout the day.
NICE inContact Review
What do you like best about the product?
They are extremely transparent. You are never left in the dark if the company is experiencing an technical difficulties.
What do you dislike about the product?
The UI can be slow, and retrieving data can be painful at times.
What problems is the product solving and how is that benefiting you?
They are an excellent company to choose if need to run a call center.
Great product-Tech support could use some work
What do you like best about the product?
The InContact platform is extremely user friendly when it comes to maintaining the system and adding users. I have been really happy with the ease of learning and the training materials available.
What do you dislike about the product?
The tech support is spotty and is sometimes very slow to respond to issues. I feel like they don't completely understand when InContact is being used in a primarily for inbound calls how to help us
What problems is the product solving and how is that benefiting you?
We are able to better manage call flow on a line that is seasonal and very busy with the call back feature that allows callers to call and put themselves in the queue and get an estimate of how long it will be for us to call them back
Recommendations to others considering the product:
Make sure you understand all of the costs involved in the billing and how they work--we were shocked by our first billing cycle
Nice inContact
What do you like best about the product?
Using inContact has allowed us to have screen pops to dedicated protocols for each client. Makes life easier for the agent taking the call.
What do you dislike about the product?
We have had a lot of issues with the MAX agent. Functionality is different and does not include a lot of things that the thin agent did. There have been some improvements but i have had to spent a lot of extra time working with technical support to troubleshoot issues etc.
What problems is the product solving and how is that benefiting you?
The max agent does not ring like a regular phone. The headset answer options do not work and having to actually press the accept button on the agent takes longer. We had several issues with being able to add multiple calls into a conference call which took weeks to resolve. We see more dropped calls and lag issues with this agent than we ever did in the thin agent. The agent box itself changes sizes and is not able to be customized plus it takes up more space. Lots of things with MAX have not gone well.
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