NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Works well as a call queue manager
What do you like best about the product?
Easily jump in and out of the queue when busy or when taking breaks.
What do you dislike about the product?
Use of Flash. Sometimes it does not load properly or needs permission.
What problems is the product solving and how is that benefiting you?
We are solving our standard tech support calls from our employees.
Benefits are a easy to read interface that also include useful analytics.
Benefits are a easy to read interface that also include useful analytics.
Recommendations to others considering the product:
In my experience of using software that handles a medium sized company's incoming call queue, its the best I've used. (I've used many in the past 15 years)
Complete tool but with several bugs and little professional support
What do you like best about the product?
The hability to handle calls, emails and chats in an efficient and organized way, and the possibility to store data and generate reports to measure KPIs and SLAs and agents performance as well as customer support quality.
What do you dislike about the product?
It seems to be a linear application sometimes (talking about MAX), the L1 support does not seem to understand most of the times what the issue is when reported, when issues get escalated to further levels up there seems to be a lack of communication to the customer, like if the issue disappeared, nobody cares to provide feedback unless we request for it, this is not good at all. more professional support needs to be paid (and at an extremely high rate)
What problems is the product solving and how is that benefiting you?
Contacts being handled in a fair way, as designed based on priorities, give customer the possibility of opening chats as another way of support.
Recommendations to others considering the product:
Make sure to get all the information that the packages include beforehand and do an internal survey on how things would be setup in your organization to match up the NICE requirements and fulfill your needs. Make sure to get the complete support
Good product at a good price
What do you like best about the product?
Integrated email/Phone support. Keeps contacts flowing and stead to CSRs
What do you dislike about the product?
E-mail tools need to become more robust (bulk tools); general reports could be a little more user friendly.
What problems is the product solving and how is that benefiting you?
Increased response times, less lag between contacts.
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
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