NICE CXone Mpower
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everything works fine
What do you like best about the product?
I like how you can manage and review calls using the dashboard. running reports for call statistics and finding ways to help improve how we handle calls . they do a great job with notifying us ahead of time for any planned maintenance or unplanned outages
What do you dislike about the product?
there is not much to dislike about inContact. I would like a better way to transfer calls or maybe identify the caller as they come in. The state and location they are calling from would be nice
What problems is the product solving and how is that benefiting you?
allows us to take victim calls from all over the country
Accounts Payable
What do you like best about the product?
The customer relations and AR department has always been helpful and willing to help.
What do you dislike about the product?
I dislike that payments are not applied against specific invoices so reconciling our payable accounts together can be quite difficult.
What problems is the product solving and how is that benefiting you?
Our entire company finds use.
Excellent Call Center Option
What do you like best about the product?
inContact scaled very well with our business as we added clients and volume, we were able to customize virtually everything we needed
What do you dislike about the product?
We had an occasional hour of downtime (occurred twice over the last year for just under an hour both times, both times were in the overnight hours so it didn't cause a major disruption)
What problems is the product solving and how is that benefiting you?
We have been able to offer a better, more streamlined solution to our clients for their call center agent needs.
Recommendations to others considering the product:
Definitely try it out and see how well you can make it fit with your organization, our move to incontact went very smoothly
Not too bad- Nice
What do you like best about the product?
love the prebuilt reports and ability to do custom as needed. It's also helpful to have the help center to assist along the way
What do you dislike about the product?
Under WFM- real time adherence reporting- I'd like to see a report that generates a true percentage not just the raw data.
What problems is the product solving and how is that benefiting you?
efficiencies in utilizing automatic acw by skill. I also love the dashboard- real time performance
Recommendations to others considering the product:
NA
NICE Product
What do you like best about the product?
I love how NICE is able to predict our call volume as the day goes on and shows us if we're going to be over or under staffed based upon how the day is going.
What do you dislike about the product?
I do not like how with it being cloud based, you have to rely on their IT to fix all issues. Sometimes it's hard to get the technician to understand what the problem actually is and how it is impacting your business.
What problems is the product solving and how is that benefiting you?
With a combination of NICE inContact products and outside vendors, we have applied AI into our IVR and eliminated some of our contacts that used to require human intervention.
Recommendations to others considering the product:
Use their help menu and user communities to answer any questions you may have. If you can't find answers there, the NICE Dojo is another option.
Game Changing!
What do you like best about the product?
I like that NICE is able to assist with visibility into our daily call center flows. We are able to identify areas of opportunity, as well as make adjustments on the fly. A majority of the widgets are very user friendly and easy to manage.
What do you dislike about the product?
The one thing I dislike would be the lack of mass edits in the WFM section. We have upwards of 50+ customer service reps who we need to edit on the fly sometimes multiples at a time for breaks, lunches, etc and can only update one day at a time.
What problems is the product solving and how is that benefiting you?
We are solving for visibility into our call types, as well as employee productivity. We benefit by adding efficiencies to call answering by having the automatic answer feature turned on. We also see benefits of having the Real Time adherence tool available to see what the agents are doing at any time.
Recommendations to others considering the product:
Take the leap and implement it into your call center!
A few issues at the begining but were resolved with the correct Account Manager to support us
What do you like best about the product?
Reporting facility as well as the ability to open / close the phone lines as required - Ability to have people on different priorities
What do you dislike about the product?
I don't find the layout of the InContact admin side as good as the previous one was.
What problems is the product solving and how is that benefiting you?
Good reporting capacity - always new reports to be found
Recommendations to others considering the product:
Go it a go
LiveVox Review
What do you like best about the product?
I like the simplicity that everything is on one screen.
What do you dislike about the product?
I dislike that you can’t really find information on what headsets are compatible.
What problems is the product solving and how is that benefiting you?
I’m currently not solving any issues.
Good Experience, easy to work with
What do you like best about the product?
The overall layout is pleasing and doesn't take long to figure out. The Max Agent is very easy to use and functions well.
What do you dislike about the product?
When there was a major update to the visuals, it took a bit to find everything again. Max Agent was a bit finicky during initial release but all but one of those issues have been solved (searching the dropdown list via keyboard typing is impossible as far as I know so that slows things down when searching for something).
What problems is the product solving and how is that benefiting you?
NICE InContact has allowed me to do my job easily and efficiently. I literally wouldn't be able to do my job without it.
Stable and Reliable platform
What do you like best about the product?
NICE offers a up many features for all levels of what a call center needs. This allows for the for a robust back end and a user friendly connection for agents and supervisors alike. Provides a stable environment to handle calls, chat and emails.
What do you dislike about the product?
The platform does not have the most robust outbound set up for automated campaigns.
What problems is the product solving and how is that benefiting you?
Being able to control and view agents in and out of calls, and being able to gather a comprehensive knowledge of the agents and accounts.
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