NICE CXone Mpower
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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
There have been ups and downs
What do you like best about the product?
I enjoy the relationship with our PM and meetings. They offer a wide range of products to help with our clients needs and wants. We are constatly looking for new ideas and for new products to share with the client that will help increase their customer service. I also like how it is easy to communciate with our inctonact team. They will always respond in a timely manner and help us with any issues as soon as possible. We have had a few project managers on our account and they have alll been very friendly and willing to help with any needs that we may have. The transition between these project managers have been nothing less then beneficial. The old project manager will continue to contribute to conversations until the new project manager has been settled in and has comppletely taken over.
What do you dislike about the product?
The turnaround time on projects with other LOBs. There seems to be a lot of disconnect between the project manager and the third party that helps with our projects. In my expereince, there has been a lot of inconsistency in the completion of projects. I also dislike the fact that there are a lot of outages on a weekly basis. There have been multiple instances that our system has gone down and we were not able to service our clients phone calls.
What problems is the product solving and how is that benefiting you?
I am working on multiple projects and we are working on prioritization. A lot of projects seem to get pushed behind depending on LOB. Also trying to solve the little glitches and outages on a weekly basis.
Recommendations to others considering the product:
Be prepared for delays in the progress of projects
everything works fine
What do you like best about the product?
I like how you can manage and review calls using the dashboard. running reports for call statistics and finding ways to help improve how we handle calls . they do a great job with notifying us ahead of time for any planned maintenance or unplanned outages
What do you dislike about the product?
there is not much to dislike about inContact. I would like a better way to transfer calls or maybe identify the caller as they come in. The state and location they are calling from would be nice
What problems is the product solving and how is that benefiting you?
allows us to take victim calls from all over the country
Not too bad- Nice
What do you like best about the product?
love the prebuilt reports and ability to do custom as needed. It's also helpful to have the help center to assist along the way
What do you dislike about the product?
Under WFM- real time adherence reporting- I'd like to see a report that generates a true percentage not just the raw data.
What problems is the product solving and how is that benefiting you?
efficiencies in utilizing automatic acw by skill. I also love the dashboard- real time performance
Recommendations to others considering the product:
NA
InContact provides much of our required call taking needs
What do you like best about the product?
One of the things I like best about InContact is that it provides a fairly simple color coded guide to be able to track the status of even large groups with little more than a glance. If there are many agents unable to take calls at a given time, many agents waiting for calls to come in, or many agents currently in a call, it's easy to tell by just checking which color is most represented next to the agent name list.
What do you dislike about the product?
There are some stability issues with the Softphone software provided by InContact, including softphone keys being revoked or issued to others while an employee is using the software. Due to scheduling, this can sometimes mean an agent does not have direct access to the softphone to take calls for an extended period.
What problems is the product solving and how is that benefiting you?
Being able to closely track employee time usage and performance through the Reports section helps us identify negative patterns in work performance and address them quickly.
Recommendations to others considering the product:
Maintaining your computer and internet connections is key to getting the most out of using this service.
Worked well
What do you like best about the product?
The system is very easy to navigate and intuitive.
What do you dislike about the product?
Occasionally it would time out but that could be unrelated to their servers
What problems is the product solving and how is that benefiting you?
Functionality and ease of use. People are able to self navigate with less assistance.
Support Role Using InContact
What do you like best about the product?
The feature I like best about inContact is the Dashboard and it's aesthetic looks.
What do you dislike about the product?
The main feature I dislike about InContact is the search in Admin.
What problems is the product solving and how is that benefiting you?
n/a
Recommendations to others considering the product:
No advice at this time.
Room for Improvement
What do you like best about the product?
Simplicity of the cloud solution in comparison with other options
What do you dislike about the product?
Doesnt seem robust enough especially the reporting
What problems is the product solving and how is that benefiting you?
provides a unified platform for agents globally
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