NICE CXone Mpower
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Mixed Feelings but Great System
What do you like best about the product?
The things that I like best about Nice inContact's systems are:
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
What do you dislike about the product?
1. Though their implementation team is very nice and friendly, it has taken over a year for us to complete. We had gone through at least three or four different implementation managers and things were falling on the wayside. They now have provided us a great team and things are getting done in a timely fashion; however it was difficult the first 6 months to get things in place and it has taken us 9 months to get where we are now.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
What problems is the product solving and how is that benefiting you?
1. We are able to determine what staff members that we need in order to cover our phone volumes during certain times.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
Overall good platform.
What do you like best about the product?
Reporting and CXone are very user friendly
What do you dislike about the product?
Professional services and Studio. Not clear understanding and any changes become very difficult
What problems is the product solving and how is that benefiting you?
contact center platform simplicity
Recommendations to others considering the product:
Make sure you get implementation right. Any enhancements and modifications after are a headache
It serves our needs but could do more
What do you like best about the product?
The roles are very customizeable and it provides a good routing system and management interface.
What do you dislike about the product?
The API is lacking and you can not extract all the data out via the API that are sometimes available in other places.
What problems is the product solving and how is that benefiting you?
We are managing a large seasonal call load and routing calls based on agent training - it is very effective at this.
Recommendations to others considering the product:
If you need to use the API - research your use cases thoroughly.
(Account Number#4595241 / Agent ID:6886357) I have used InContact at my job for the past 2 year
What do you like best about the product?
I really enjoy the clean modern design of both MAX and Thin agent (Max has a more clean modern design)
It's very user friendly and simple to understand. Navigating the application is smooth/seamless and never confuses me
The option to have multiple "Unavailable Options"
It's very user friendly and simple to understand. Navigating the application is smooth/seamless and never confuses me
The option to have multiple "Unavailable Options"
What do you dislike about the product?
I disliked that you removed Thin Agent. Thin Agent was more simple and you could customize your InContact page to show everything it needed in one place
The application goes down to often, but I have noticed that they're haven't been almost any issues since switching over to MAX
I dislike that MAX doesn't have all the features visible at one time. You have to click in an out of things.
Example: You can't look at the team call times, while also making a call
The application goes down to often, but I have noticed that they're haven't been almost any issues since switching over to MAX
I dislike that MAX doesn't have all the features visible at one time. You have to click in an out of things.
Example: You can't look at the team call times, while also making a call
What problems is the product solving and how is that benefiting you?
On a day-to-day basis I help customers with their technical issues and InContact.
InContact overall is a great application and has make my job easier.
I believe I would recommend your services to a friend or company. It makes my general process of contact customers much more efficient, but allowing me to make calls through my computer.
The "My Team" feature allows me to get a more accurate idea for how long I have before my next call so I can plan accordingly.
The different "Unavailable" option allows me to correctly switch out of available, while also giving me a more accurate look at what my team members are doing
Please bring Thin Agent back
InContact overall is a great application and has make my job easier.
I believe I would recommend your services to a friend or company. It makes my general process of contact customers much more efficient, but allowing me to make calls through my computer.
The "My Team" feature allows me to get a more accurate idea for how long I have before my next call so I can plan accordingly.
The different "Unavailable" option allows me to correctly switch out of available, while also giving me a more accurate look at what my team members are doing
Please bring Thin Agent back
Recommendations to others considering the product:
Its an effective application that will help you communicate with consumers seamlessly
It will make your day-to-day work life easier
It will make your day-to-day work life easier
Wonderful Program with a few challenges but great support!
What do you like best about the product?
I like the ample options available for customization, as well as the ability to interact with teams!
What do you dislike about the product?
The downsides of InContact are the few and far between errors that are still rapidly resolved! Glitches are expected with any technology and I am happy with InContact's support!
What problems is the product solving and how is that benefiting you?
InContact is allowing me to solve problems with remote employees and maintain a consistent communication. The benefit of this is that we are one universal team and able to work together no matter where we are located!
Recommendations to others considering the product:
More detailed options for those who want to complete a task quickly - such as being able to view a team and change who they report to rather than only having limited options such as adding or removing team members or changing the skill.
assistance by the engineer
What do you like best about the product?
we could record our training sessions in Webex. the tool is easy to use.
What do you dislike about the product?
Initial download requires administrator privileges
What problems is the product solving and how is that benefiting you?
issues related to inContact web application like network issue related to inContact, reports and miscellances in the application
Mostly positive experiences
What do you like best about the product?
Dashboards and reportng- LOTS of uaseful data, modularity.
What do you dislike about the product?
For an organization of our size, can be hard to keep up with troubleshooting/diagnosing problems with the IC team.
What problems is the product solving and how is that benefiting you?
Helps with analytics.
Customer Support is sub-par
What do you like best about the product?
Initial sales and implementation. Sales was very accommodating.
What do you dislike about the product?
Customer support inaccessibility. Our technical account manager doesn't provide a direct line to call.
What problems is the product solving and how is that benefiting you?
Tracking calls, soft phone features, recording capabilities
Recommendations to others considering the product:
Define your requirements thoroughly especially with your users
Very hard to make changes without help
What do you like best about the product?
I like the dashboards and the ease of moving staff members to different skills. Also the ease of listening to call recordings.
What do you dislike about the product?
It’s very difficult and expensive to make scripting changes.
What problems is the product solving and how is that benefiting you?
I have a fantastic TAM, however sometimes our scripts don’t run how I want them to.
Recommendations to others considering the product:
Very expensive to get help. The system is pretty easy to use once it’s set up but the costs are very high
Adam's Review
What do you like best about the product?
I guess it's easy to use. It's nice that it's web-based.
What do you dislike about the product?
The interface is a little questionable at times. It sucks that it plays nicely with IE and not Chrome
What problems is the product solving and how is that benefiting you?
The main benefit is that I can access it at any computer or device as long as I have internet
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