NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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Its a really good system a little slow but works great when its not been worked on
What do you like best about the product?
I like the fact that it shows all the information in a spot no need to be switching systems around/
What do you dislike about the product?
it's really slow at times especially when there is a lot of information passing to the system
What problems is the product solving and how is that benefiting you?
It is allowing to communicate with customers as quickly as possible and allows me to observe my progress
Really rough implementation.
What do you like best about the product?
We like the ability to distribute leads. The call review option is fantastic and finding czll recordings is easy.
What do you dislike about the product?
I wish there was an intuitive dialer system instead of click to call. The chat did not function well. A lot of the integration doesn’t work well with Salesforce and takes a lot of time to build.
What problems is the product solving and how is that benefiting you?
We have started distributing leads to individuals based on priority and skill. We have been able to quickly listen and score calls.
Neutral is the answer koo
What do you like best about the product?
i give it a neutral feeling i guess cause im not impressed nor impressed live vox logging me out of a specific job when i know im in costs me an extra so much $ at the end of month.. i have fought this and brought it to the attention to supervisor on staff for my shift.
What do you dislike about the product?
Logging me out of being available for calls
What problems is the product solving and how is that benefiting you?
Brought it to my supervisors attention im tired of loosing extra money per month
Flexible Cloud-Based Call Center Telephony - Only Goes Down Sometimes!
What do you like best about the product?
Requires no installation by the user; totally cloud-based. Allows all normal call-center applications / functions without the need of an installed client.
What do you dislike about the product?
Interface can be clunky and challenging to navigate. Reporting is not as streamlined as some other platforms, and the dashboards are cumbersome to navigate.
What problems is the product solving and how is that benefiting you?
Diverse, long-distance offsite calltakers are able to work well as if on-site, which is exactly the point. Has allowed additional off-site call center employees and has improved timeframe for onboarding.
Stay away from CXOne until they get bugs fixed
What do you like best about the product?
The ability to grant supervisor permissions without the need to purchase separate, higher priced seats.
What do you dislike about the product?
Not sure where to start on this one. Agents cannot capture caller name. Agents also cannot see past call notes without running reports. Admins cannot reset user passwords, the agent must use an automated password reset which can take time. Random bugs that prevent agents from logging in and taking calls are classified as a P4 and assigned to a release for over a month away. It seems like they do not take customer issues seriously.
What problems is the product solving and how is that benefiting you?
We have not been able to get our call center functioning correctly so at this moment, there are not any benefits to discuss. At any given time, 2 or more of my agents cannot use the platform.
Recommendations to others considering the product:
Wait until they get the bugs worked out.
Amazing Call Center Platform
What do you like best about the product?
I love the ease, of the tool, uploading the calls you want, you can set up different campaigns and control when and how they are played. Its especially useful when utilizing it in a collection company, they follow all the laws and guidelines for FDCPA and CPA
What do you dislike about the product?
the deleting tools sometimes leaves a campaign there, you i think it should allow you to delete it all together instead of leaving the old file there. You also need to manipulate the names if there is a mistake or it will come up as duplicate accounts
What problems is the product solving and how is that benefiting you?
having a fully functioning call center, with several different collection vendors, can outreach to hundreds or thousands more consumers in a day without manually dialing them all, also weeds out voicemails and wrong numbers so we know which accounts need manual work.
Recommendations to others considering the product:
They are an amazing team, which implements their software to meet business and legal requirements
InContact
What do you like best about the product?
I like how very user friendly it is when it comes to managing reports and getting raw data from the day to day operations. Also, how well it helps manage the agents logged in and keep an eye on what exactly it is that they are doing at any given moment.
What do you dislike about the product?
Some reports, when exported to excel, they come out under a different structure and it makes it a little harder for me to assign any excel formula from that.
What problems is the product solving and how is that benefiting you?
Call Center Agent login interface.
Decent Call Center Management Software
What do you like best about the product?
Great software when it's working correctly
What do you dislike about the product?
call counts/agents available freeze after a while and you have to restart the Max app to see them correctly again
What problems is the product solving and how is that benefiting you?
I feel like it allows my company to find the small opportunities to enhance productivity that were missed by our previous software.
Impressed with the technology.
What do you like best about the product?
Not only have they had tools and technology to answer our production, quality and customer interaction needs, but they are good about suggesting additional solutions for areas of opportunity we didn't even think of. Their management and engineers are essential part of our strategic planning team.
What do you dislike about the product?
We often have to travel in order to get to a inContact event. There are many throughout the year, but we have n't had one in Pittsburgh.
What problems is the product solving and how is that benefiting you?
Most recently it was creating a live chat platform that was appropriate for our demographic (21-32 year olds) and our employees. The live chat platform NICE inContact built for us is called "advanced chat" and we are fans. We are particularly fans of the automation tools it offers: automated greetings and closings, precanned responses, ability to share documents/links/forms through the chat, and automatic distribution of chats based on skillsets. Our metrics have dramatically improved, but so did our customer survey scores.
Recommendations to others considering the product:
Every company we shopped gave a great sales pitch, so be sure to challenge them by presenting them with real problems and ask them to demonstrate how they will solve those for you.
New to inContact
What do you like best about the product?
It shows more details to keep the team connected.
What do you dislike about the product?
The interface seems outdated and could use a make over.
What problems is the product solving and how is that benefiting you?
We use inContact as a phone system and to track accountability.
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