NICE CXone Mpower
NICEExternal reviews
1,701 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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
Solid System
What do you like best about the product?
Ease of use
Strong reporting to manage staffing
Strong reporting to manage staffing
What do you dislike about the product?
CS agents aren't skilled/trained enough to resolve issues.
What problems is the product solving and how is that benefiting you?
While we don't use WFM program, we do use the reporting to manage staffing.
Probably the best but still room for improvement...
What do you like best about the product?
Scalability, the Apis that makes integration easy.
What do you dislike about the product?
Different data layers that present the same data with different values. Compare Data download reports with Api resultis not possible as they differ at least in the European clusters. Timezones... you need to fix that once and for all, the Studio uses local scripting engine that runs fine but running the script on the cluster returns mostly Standard Mountain time (in Europe ;-))
What problems is the product solving and how is that benefiting you?
Large scale omni channel support for a bunch of customers.
Flexible all in one phone system and web chat solution
What do you like best about the product?
It is very flexible and easily programmable. It has a ton of features and integrates with phone, chat, and other dialing system to create a comprehensive customer interaction system.
What do you dislike about the product?
It can be tempremental and requires a lot of skills to configure without the help of various team at inContact. Even when you get inContact involve each area has its own expertise and its very time consuming to get to the right people to get your needs accomplished.
What problems is the product solving and how is that benefiting you?
Sales and customer support solution to sell and service our products
showing 171 - 180