NICE CXone Mpower
NICEExternal reviews
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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
inContact Experience
What do you like best about the product?
Love that it helps us with our staffing, scheduling and chats. Not to mention the aspect of getting all of the data and anaylytics.
What do you dislike about the product?
Cx One times us out when we're in, so we have to keep signing in. Believe it or not, would love a few different specific reporting tools.
What problems is the product solving and how is that benefiting you?
We solved alot of our staffing and scheudling needs. Now, reps are able to see their own schedule, etc. which helps us lead them to self-serve
Implementing CXOne
What do you like best about the product?
Implementing CXOne was a large task, but the implementation team was good at walking us thru every step from requirements to go live.
What do you dislike about the product?
With the multiple types of products, it can be difficult navigating to multiple programs, sites, logins, etc.
Not capturing every scenario while gathering requirements could become an issue down the line. Implementation Management is quite stringent on the signed document and if something comes up during testing that was not a requirement, you may not have that as a part of your build until after go live of the product. Take your time with requirements gathering
Not capturing every scenario while gathering requirements could become an issue down the line. Implementation Management is quite stringent on the signed document and if something comes up during testing that was not a requirement, you may not have that as a part of your build until after go live of the product. Take your time with requirements gathering
What problems is the product solving and how is that benefiting you?
Integrating multiple vendors into one. We previously had so many programs that couldn't integrate together. We also are looking at lowing our AHT by using these tools
Recommendations to others considering the product:
Ensure you have stakeholders from every department, and ensure your IT/Telephony team is engaged thru the entire process
Manager of Client Delivery
What do you like best about the product?
The ease of being able to see call flows as they occur. We enjoy being able to have real time data and recordings that we can access and download.
What do you dislike about the product?
Our cluster has been very unreliable. I'd like to see chat transcripts and be able to have secure chats. We would like agents to be able to take contacts across different channels (chat, email, voice) and have them queue up in a single channel
What problems is the product solving and how is that benefiting you?
View into active calls. Being able to hear calls as they occur. We can do faster QA and have managers handle coaching on difficult calls.
Recommendations to others considering the product:
Using a third party implementer was a difficult process. Training an internal team member is best.
My Experience with inContact
What do you like best about the product?
inContact is very convenient. It makes making and receiving calls, as well as emails super easy. The system is very adaptable and works well in my company's environment. The dashboards are extremely helpful as well. It gives us so much visibility on calls coming in, who's available to take a call, who's on a call, hold times, etc.
What do you dislike about the product?
Sometimes inContact has server issues, where the system may go down and our calls won't come through. Of course this is an impact to the business and our productivity.
What problems is the product solving and how is that benefiting you?
InContact has been essential in routing calls and tracking contacts. It gives us so much visibility of the calls coming in, how long someone has been holding, who the call is being routed to, etc.
Recommendations to others considering the product:
inContact is a great tool! Especially if you have a larger team. The benefits are endless.
A useful tool to manage a contact center
What do you like best about the product?
There's a large variety of reports which can be run to view any possible statistics needed for the call center which really helps pin down trends.
What do you dislike about the product?
Technical support help can be tricky and sometimes problems aren't addressed very quickly.
What problems is the product solving and how is that benefiting you?
Taking a closer look at service level and abandonment rate to get a sense of the right staffing levels.
A competent Product that has more flexibility than limitations
What do you like best about the product?
Nearly everything can be scripted to work with API of all sorts. Additionally, the programming language can be used to fine-tune the call process.
What do you dislike about the product?
There are some limitations to available business unit options with regard to reporting and call recordings.
What problems is the product solving and how is that benefiting you?
While there is a steep learning curve compared to contact center systems of the past, it is much more versatile and capable of working with external data. We've been able to take control and make finer detailed routing to better serve specific customer types and create specialized call center teams to meet our customers' needs.
Recommendations to others considering the product:
Have your team learn some programming skills such as java scripts.
VoIP like no other
What do you like best about the product?
The customer service team is very responsive.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
Their handling of incident response leaves very little to the guessing game. They always managed to send out clear communications during each phase of an issue to make sure their clients are always in the know.
What do you dislike about the product?
Interface can use an upgrade..but that's just being picky
What problems is the product solving and how is that benefiting you?
Call center management
Recommendations to others considering the product:
Take your time understanding the feature set they offer, and evaluate the different integrations they have
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