NICE CXone Mpower
NICEExternal reviews
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Using their software has made managing the 211 call center easier.
What do you like best about the product?
The reportng is a breeze to use. Makes managing staff a lot simpler.
What do you dislike about the product?
The speed of internet that is required to use certain applications, we are a rural county and sometimes the internet is not the best, being unable to access certain applications functions can be frustrating at times but NICE inContact is always quick to respond and try and fix things ASAP.
What problems is the product solving and how is that benefiting you?
As the supervisor of the 211 Call Center the interface allows me to manage staff easily, see who is logged in and ready to work as well as how long a team member has been on a call or not ready. All while I take calls or handle the behind the scene work.
Very great product
What do you like best about the product?
Easy to use interface and great customer service.
What do you dislike about the product?
Loading of website is very slow for me, not sure why.
What problems is the product solving and how is that benefiting you?
Easier to make/take calls, manage agents and overall satisfaction of our team
Recommendations to others considering the product:
Great tool for call center experinces
Really Good.
What do you like best about the product?
Managing the platform is very user friendly.
What do you dislike about the product?
Events / outages are what I don't like because this is mission critical.
What problems is the product solving and how is that benefiting you?
Customer service is enhanced by NICE. NICE has streamlined our services.
Pleased with Tech support
What do you like best about the product?
I love the technical support we get when we have issues. Resolution is very quick.
What do you dislike about the product?
tend to have alot of events happening which reflects on agents availability to be on calls.
What problems is the product solving and how is that benefiting you?
less complex and downtime than I3
Good product
What do you like best about the product?
Reporting, Dashboards, and the trust site.
What do you dislike about the product?
The inability to track internal transfer numbers easily.
What problems is the product solving and how is that benefiting you?
Great, up to date dashboard giving you exactly what you need to succeed.
Recommendations to others considering the product:
Look at what objectives you need to run your call center. inContact most likely has those.
Great Phone System
What do you like best about the product?
I like how user friendly it is and how it doesn't crash as often. I have used other phone software systems and this is definitely one I would recommend
What do you dislike about the product?
I do wish reporting were easier. I know there are prebuilt reports but creating one can be a little daunting for those who are not sure how to do it.
What problems is the product solving and how is that benefiting you?
We are able to run an efficient call center through inContact
A competent Product that has more flexibility than limitations
What do you like best about the product?
Nearly everything can be scripted to work with API of all sorts. Additionally, the programming language can be used to fine-tune the call process.
What do you dislike about the product?
There are some limitations to available business unit options with regard to reporting and call recordings.
What problems is the product solving and how is that benefiting you?
While there is a steep learning curve compared to contact center systems of the past, it is much more versatile and capable of working with external data. We've been able to take control and make finer detailed routing to better serve specific customer types and create specialized call center teams to meet our customers' needs.
Recommendations to others considering the product:
Have your team learn some programming skills such as java scripts.
VoIP like no other
What do you like best about the product?
The customer service team is very responsive.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
What do you dislike about the product?
Interface can use an upgrade..but that's just being picky
What problems is the product solving and how is that benefiting you?
Call center management
Recommendations to others considering the product:
Take your time understanding the feature set they offer, and evaluate the different integrations they have
Best Product Ever!
What do you like best about the product?
Incontact does a great job of routing calls for our company
What do you dislike about the product?
Nothing. It works great. The only thing is is that it's a little confusing to configure up front
What problems is the product solving and how is that benefiting you?
We route calls with InContact and it helps us a lot
Technical point of view
What do you like best about the product?
Gives our customers exactly what they need. Straight forward implementation for technical support / programmers.
What do you dislike about the product?
At the time we implemented inContact, only the windows based connector was available, which requires us to run a windows based VM just to support inContact connector. I hope this has changed and eventually we can re-visit the "connector" question and implement it properly on a Linux server / container.
What problems is the product solving and how is that benefiting you?
This is largely based on our customers: functional staff, whose clients in turn university students: Once a student calls in, a phone operator has all information needed to get student help right away. Routing based on what the perceived problem may be, off line messages, etc., etc.
Recommendations to others considering the product:
Straight forward implementation. Functional users can create workflows themselves.
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