NICE CXone Mpower
NICEExternal reviews
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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
NICE inContact Review
What do you like best about the product?
being able to set skills and priorities for those skills
What do you dislike about the product?
The reporting is very difficult to get what you want out of it, and hard to learn
What problems is the product solving and how is that benefiting you?
We are able to route different level of customers to different agents very easily
Incontact Several options, difficult to maintain, keep up with and troubleshoot
What do you like best about the product?
Incontact has several options available in the system. It's easily accessible from anywhere which makes remote agents very easy. It's very adaptable to your business needs.
What do you dislike about the product?
Maintaining, learning, maintenance and upkeep can be pretty tough. Each time they update, you need to set a lot of time aside in order to make sure you are available for troubleshooting. Implementation moves very slow. Don't expect to make changes over night in most cases. I have I.T., call center, WFM and management background with some scripting experience. I still find myself always learning and running to catch up to make sure our program is working properly.
What problems is the product solving and how is that benefiting you?
Implementation costs are high and take a long time. Several issues with updates. The auto dialer is a very good program once you put in the time to build it.
Recommendations to others considering the product:
Be ready for a time commitment. You'll have a lot of systems and sub systems that you will need to learn to implement and maintain this program
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