NICE CXone Mpower
NICEExternal reviews
1,701 reviews
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Very basic product
What do you like best about the product?
Being able to make customized dashboards.
What do you dislike about the product?
Pre-built categories and dashboard widgets don't make are sense. Would like to able to customize more.
What problems is the product solving and how is that benefiting you?
Honestly nothing. To me, it's a very basic product.
Recommendations to others considering the product:
It's really just a basic product
Great but frustrating.
What do you like best about the product?
I love the cloud solution as it is easy to ramp up new additions in no time.
What do you dislike about the product?
It is very difficult to get subject matter experts engaged even when there is any production impacting events going on.
What problems is the product solving and how is that benefiting you?
We are utilizing nice incontact to solve all of our contact solution challenges. It works well!
Recommendations to others considering the product:
It is frustrating at times to get subject matter experts engaged even when there is a production impacting event.
Data engineer review
What do you like best about the product?
API interface is actually pretty good, we almost never get errors as data extracted is in a predictable format. Reliable pipeline, and that comes down to a good source, so thanks.
What do you dislike about the product?
API documentation frankly looks like a mess, there are tools that generate beautiful documentation that is a little easier to read. Also, docs seem to be written with somebody who knows about inContact's internal structure in mind, but I'm just a data engineer who had to get data, so it was kind of confusing. Might be worth it to try to figure out how common I am as a use case, if you're interested in improve your docs.
What problems is the product solving and how is that benefiting you?
I'm getting data into our data warehouse for our analysts to work with.
Recommendations to others considering the product:
Read the documentation.
Incontact Experience
What do you like best about the product?
The customer service of Incontact is what stands out the most. Very reliable and always answers my pertinent questions when in need of assistance.
What do you dislike about the product?
From time to time there are occasional issues when a call is being routed and the only fix is to clear the contact even when calling customer service. After the change to Nice Incontact, it doesn't happen very often but it is still a problem.
What problems is the product solving and how is that benefiting you?
None.
Recommendations to others considering the product:
It's great to do a trial if possible to see if it meets your needs and with the new features the NICE Incontact has to offer, it does help make things a bit easier despite it being a little harder on the eyes at times or just takes getting used. When it works correctly like it's supposed to, it is a great piece of software that really meets the basic requirements for operating a call center. I would advise to utilize the help feature from time to time as there is always something new to be learned and it greatly helps both knowing the product. Of course, there will be things that are hard to grasp but when you call the customer service hotline for assistance, they will answer any questions they have and I"m thankful for that.
Nice in Contact is nice but it could be nicer!
What do you like best about the product?
Offers a lot of robust features such scheduling and reporting. Many of these were lacking in other products but this makes it easier and allows us to move away from spreadsheets.
What do you dislike about the product?
Their support model is lacking. Some individuals during the implementation process were very helpful but the seems to be a lot of disconnect between the various members of support. Hard to track updates or just pure lack of engagement from support side.
What problems is the product solving and how is that benefiting you?
Improving customer support interaction through email, phone and chat.
Incontact Review
What do you like best about the product?
I like the interactive dashboards. They help a lot in monitoring our analyst to keep them on track.
What do you dislike about the product?
How Incontact MAX retains previous subjects in the subject line when sending emails
What problems is the product solving and how is that benefiting you?
Keeping an eye on multiple analyst to know when they need to be assisted.
Recommendations to others considering the product:
Excellent product, however it can be a little cumbersome with dropped calls and hung contacts.
Good for customer
What do you like best about the product?
The control of calls, agent interactions, reports customized.
What do you dislike about the product?
The dashboard because it is very confuse to present in Explorer.
What problems is the product solving and how is that benefiting you?
Reports customized
sometimes it take a while
What do you like best about the product?
they pickup and ticket right away and when there is an outage they send updates
What do you dislike about the product?
sometimes with custom stuff it tends to drag on
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
N/A
inContact offers a lot
What do you like best about the product?
inContact offers so many different tools that you can use depending on your needs. The reporting is very helpful and easy to use. I love that you can have those reports emailed to you on a certain cadence and don't have to worry about logging in and running it. WFI is also very helpful to act on certain andons instead of having to log in and make specific changes on the fly.
What do you dislike about the product?
It's a little daunting to understand all the tools offered and what you need to use. Depending on how you're using it you will also need to use it differently and potentially pay more to get reporting that you need for your business. At times it's hard to get proper support as well.
What problems is the product solving and how is that benefiting you?
I like that inContact offers a chat feature so we can use an existing tool vs having to find a new one all together.
Not bad
What do you like best about the product?
Usually it works fine, I don't have many issues with the functionality itself. Call quality is fine and no disconnects that I have found.
What do you dislike about the product?
Not sure if this is just InContact, but I have to use both the web client and the phone program in tandem. In addition, I cannot make an outbound call without it ringing in to my system first. Also, the web version disconnects in the background occasionally
What problems is the product solving and how is that benefiting you?
Technical support.
Recommendations to others considering the product:
None
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