NICE CXone Mpower
NICEExternal reviews
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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.
Incontact review
What do you like best about the product?
I like the fact that it works well and have not had any issues with the program. I do love the program it allows us to work as we do and very efficiently. I like that it allows for the Choice between thin and max agent. When open in multiple tabs it tends to log one out more frequently. The system sounds could be more pleasant. Sometimes it goes thru a leggy day, but not too often
What do you dislike about the product?
I wish it was more user friendly with Max agent that we can do custom colors or make it abit smaller. Every now and then, the system loads very slowly, or lags. It usually corrects itself within a few minutes or does not last long.
What problems is the product solving and how is that benefiting you?
I have not had any issues using the program.
Recommendations to others considering the product:
I would stay it allows for smooth and clear productiveity.
Pleasant
What do you like best about the product?
I like that you can see everyone. It's laid out very nicely, very clean and organized. It has many features that are very helpful for your business.
What do you dislike about the product?
Sometimes you are unable to force log out due to someone being stuck in auto wrap.
What problems is the product solving and how is that benefiting you?
It makes life a whole lot easier where I can see all agents logged in and what code thay are in. You can also have it highlight an agent when they are over a certain time in that code.
Organized Productivity
What do you like best about the product?
I like that it has all the stats and reports needed to oversee operations.
What do you dislike about the product?
I dislike that the MyAgent window doesn't stay open above all other windows. It would be "Nice" if it did ;)
What problems is the product solving and how is that benefiting you?
Service Level is something we can easily look at and attempt to solve by reaching out to agents who are working on other things and asking them to come available and help with the calls queue.
Recommendations to others considering the product:
You will not go wrong with implementing NICE inContact to your organization.
A Great Tool in the Customer Service Industry!
What do you like best about the product?
This product has great functionality and is easy to use. To JUMP ON quickly and grab those calls rather than having to sign into multiple platforms is a great tool.
What do you dislike about the product?
Occasionally call refusals happen when your computer is a little slower but overall you can recover quickly.
What problems is the product solving and how is that benefiting you?
The systems allow me to quickly grab a call from a heads down mode which is a plus to my research
Recommendations to others considering the product:
Worth a try
Lots of Flexibility
What do you like best about the product?
As an agent, it's not difficult to grasp how to take calls/go unavailable/submit dispositions. The dashboard is customizable in every way so that you can easily see what calls are waiting, what your service level is and what agents are logged in and what their current state is. There are a ton of different reporting options too
What do you dislike about the product?
Certain features on the new agent console (Max) do not work as well as they did not the old agent console (Thin Agent/Power Agent).
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
What problems is the product solving and how is that benefiting you?
Benefit wise it is very easy to see the current state of every employee who is logged into the platform
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