NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Great multichannel app
What do you like best about the product?
All of the reports available and all options to create a custom report, InContact really covers all alternatives. All dashboar widgets are very useful and can be customized wich make it easier to have a broader view of operations. The supervisor console works great and really provides all options to monitor agents, the "barge" option is one of my favorites because you can keep the agent on the line and continue over a phone call, that works great for coaching opportunities.
What do you dislike about the product?
At ocassions it's hard to connect the soft phone through the supervisor console, it can take a couple of tries for the soft phone to be connected succesfully. The widgets available on the dashboard are very useful. However, when it comes to the "Agent List" widget, it would be very useful if it had a "sort" option on the headers, that way it can be soarted by state or time and I could keep a closer track of the unavailable statuses. Also, on the "Agent list" widget, would be a great option to have the option to highlight an agent that has exceeded an specific time code, according to the company's policies. It would be great to have a "Bradcast" option, so in case we have an urgent message it can show up as a pop up on the agents profile, making it almost impossible for the agent to miss it.
What problems is the product solving and how is that benefiting you?
Occasional downtime
Recommendations to others considering the product:
Go for it!
NiceCXone review from Walmart user
What do you like best about the product?
I enjoy using InContact for analyzing inbound and outbound call traffic. The call audio feature is a high-value tool from a customer care process improvement standpoint.
What do you dislike about the product?
The UI for InContact is not the most intuitive. In many ways, the UI can be developed with less select options on the main page to make the workflow more seamless.
What problems is the product solving and how is that benefiting you?
Listening to call audio and segment call traffic based on business criteria to figure out customer issues.
Excellent tool for connection.
What do you like best about the product?
Practicality, easy to use, simple and intuitive interface.
What do you dislike about the product?
A little sensitive to internet interferences.
What problems is the product solving and how is that benefiting you?
Problems with silent calls, we are still addressing the issue, but the company has been quite proactive in resolving the problem.
NICE, is nice!
What do you like best about the product?
There are many additional features that I like about NICECXone, but i mostly like the supervisor function where I can monitor and remove customers from calls as needed.
What do you dislike about the product?
There isn't much that I dislike. It's a pretty functional and friendly platform.
What problems is the product solving and how is that benefiting you?
I have not had the chance to use it as a problem-solving measure.
The automatization studio seems very useful and you can create apps in very intuitive manner.
What do you like best about the product?
The thing that attracted me the most is the tips for using variables. The robotization can perform a range of different actions on its own without intervention.
What do you dislike about the product?
It seems like the account credentials definition step may not be helpful for every kind of automation.
What problems is the product solving and how is that benefiting you?
Our clients can use it for short daily tasks such as performing morning routine tasks on different apps. If information of specific clients and employees are known, the automation makes the manual job of filling in the data get reduced effectively in a way that the robotization can change the position of many employees into ones with more data value.
NICE CXone Review - Moderate User
What do you like best about the product?
Easy to navigate and ability to customize
What do you dislike about the product?
logs out of the system too quickly if idle
What problems is the product solving and how is that benefiting you?
ability to quickly get a call center up and running to help move along our projects, benefits have been that we are able to keep all of the moving pieces of a project in house with little need to outsource
customer service super hero
What do you like best about the product?
i like the easy to use transfer to other departments
What do you dislike about the product?
the dialing out feature when trying to call back claimant
What problems is the product solving and how is that benefiting you?
able to help more claimant with the way it moves to one call to another
Recommendations to others considering the product:
if you have a call center and want the best phone system for your employyess this is the best one and easy to use your team will love it
Efficient, Streamlined System
What do you like best about the product?
NICE CXone has a good connection to be able to provide a consistent reliable service. The platform allows for easy structuring of time and tasks while still providing flexibility and a multitude of task options.
What do you dislike about the product?
There is a limited ability to customize the format and visual layout of the platform. The platform could be more aesthetically pleasing.
What problems is the product solving and how is that benefiting you?
NICE CXone helps to organize the day and provides reminders for specific tasks to be completed within the allotted time frame.
Recommendations to others considering the product:
Great for a large group that needs organization.
NICE CXone is a solid tool for your organization
What do you like best about the product?
What I liked the most about the NICE CXone is how well it is done, the variety of tools it offers to be able to perform well in your organization.
What do you dislike about the product?
We have encountered some inconveniences when you open the MAX, sometimes the calls we receive fall into refused or directly drops, this happens sporadically and there is no way of knowing which call will be the next to fall, fortunately, customers return to call and we can provide help.
What problems is the product solving and how is that benefiting you?
It is very practical, as I said before, you have many options to be able to handle the contacts at your whim, you decide how to do it and that transforms into good customer service and customer satisfaction.
Recommendations to others considering the product:
If you are thinking of purchasing BPO software for your industry, please try this, you won't regret it at all.
I practice using.
What do you like best about the product?
Gosto da praticidade que o sistema tem para fazer o login. Mas acredito que tem algo a ser melhorado.
What do you dislike about the product?
I don't really like the part of having to click the plus sign to call.
What problems is the product solving and how is that benefiting you?
It should have a small window where you can put the phone number to make calls, it would be much more practical and easier for operators.
Recommendations to others considering the product:
Sim, recomendaria para outras pessoas.
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