NICE CXone Mpower
NICEExternal reviews
1,701 reviews
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Its a really good system a little slow but works great when its not been worked on
What do you like best about the product?
I like the fact that it shows all the information in a spot no need to be switching systems around/
What do you dislike about the product?
it's really slow at times especially when there is a lot of information passing to the system
What problems is the product solving and how is that benefiting you?
It is allowing to communicate with customers as quickly as possible and allows me to observe my progress
Decent Call Center Management Software
What do you like best about the product?
Great software when it's working correctly
What do you dislike about the product?
call counts/agents available freeze after a while and you have to restart the Max app to see them correctly again
What problems is the product solving and how is that benefiting you?
I feel like it allows my company to find the small opportunities to enhance productivity that were missed by our previous software.
Good Product
What do you like best about the product?
Cloud Based and calls flow flawlessly all the time
What do you dislike about the product?
Overseas support can sometime be frustrating and take too long to resolve issues
What problems is the product solving and how is that benefiting you?
increased efficiency in our call flow - good suite of reports.
great product, flexible.
What do you like best about the product?
Great product, very flexible, self programmable, can make changes on the fly if you know how, support is pretty responsive on urgent issues.
What do you dislike about the product?
cost - I would recommend for large clients but may not be cost effective for smaller.
What problems is the product solving and how is that benefiting you?
call center call routing, reporting, customization.
Recommendations to others considering the product:
none
Remote Agents
What do you like best about the product?
Scalability of the software. I can add agents, lines with just a couple clicks.
What do you dislike about the product?
I have been on the system sine 2010, getting past Tier I support for questions or issues to decrease my time on the phone.
What problems is the product solving and how is that benefiting you?
It has allowed us to hire more agents with the remote capabilities than our inhouse switches that I used to manage.
Stable multi channel platform
What do you like best about the product?
Multiple channels provide an integrated approach for agents and supervisors
What do you dislike about the product?
SMS Channel communications are not as integrated as the other channels. Certain services require tangible upfront costs. Contact with Sales team is not always efficient.
What problems is the product solving and how is that benefiting you?
Unified customer support across multiple channels creates a more efficient internal process for contact resolution.
Recommendations to others considering the product:
This is a solid product, reliable, but implementation can be costly.
Better for large ransoms companies
What do you like best about the product?
Good dashboard for reporting, easy to modify
What do you dislike about the product?
Reps are scripted. Sales oversold out of box capabilities and this has hurt us.
What problems is the product solving and how is that benefiting you?
Contact management.
Recommendations to others considering the product:
Good for queuing centers - not inside Sales Centers depending on customized/individualized contacts
Incontact for customer service
What do you like best about the product?
It was fairly each to use in contact when I was working from home as a customer service representative
What do you dislike about the product?
When I had issues with my work computer it was very hard to set it up on my mac
What problems is the product solving and how is that benefiting you?
working remotely was possible, I was able to work from home all summer.
Functional software for everyday communication
What do you like best about the product?
InContact software is a multi-faceted software that allows phone dialing and chat features.
What do you dislike about the product?
Although all of the products that InContact offers are great, the multiple chat feature could be improved.
What problems is the product solving and how is that benefiting you?
Multiple call and chat handling over multiple agents, metrics and outcomes can be tracked closer as well as employee adherence and volume.
Easy to use but has some problems
What do you like best about the product?
I like the fact that the phone is contained in the computer and that traditional phones are no longer required.
What do you dislike about the product?
It often freezes making it difficult to take calls.
What problems is the product solving and how is that benefiting you?
Freezes quite often and can be slow.
Recommendations to others considering the product:
It's easy to use and enables easy access to coworkers to be able to transfer and make calls quickly.
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