NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Good features, but unreliable service and frequent outages.
What do you like best about the product?
The reporting features built in give me everything I need to forecast call volume and manage my team. I really like the fact that I can schedule reports to run that come to my email every day. The ability to customize the dashboards to see only what I want/need to see is another great feature.
What do you dislike about the product?
The service has been unreliable. We've had multiple outages that have impacted our world wide call center operations in year that we've been using NICE. Those outages have nearly always been for at least half the working day. The response time to wide spread issues is less than ideal.
What problems is the product solving and how is that benefiting you?
I'm solving staffing and call forecasting. Having reports automatically run and sent to my email is a great benefit that I've discovered that allows me to save time every day.
Recommendations to others considering the product:
Keep your requirements simple. It seems that the more advanced your feature requests are, the more difficult it is to implement and maintain. Also pay for the additional support package. If you have to rely on standard support for any issues you experience, you will end up spending an unnecessary amount of time on the phone.
Great features but abundant service issues
What do you like best about the product?
All the standard features of a contact center are there. There is an option to learn Script yourself and build out your own queue, or you can pay them to help you build it out. Everything we've needed to build into the script has been able to be done.
What do you dislike about the product?
Service issues. After almost 2 years, we still contiue to have service issues. Dropped calls, call audio delays, password resets and lockouts are frequent issues that sometiems can't be resolved. Voice quality and audio delays in other countries is definitely a big issue.
What problems is the product solving and how is that benefiting you?
We used to use the build in workgroup featuer on our phone system and it was a nightmare for our workforce management team. By use inContact, it helps them to track agent performance and build dashboards much better.
Nice Incontact
What do you like best about the product?
the ease of use. I like how the interface is easy to understand
What do you dislike about the product?
downtime usually lasts a long time. We have had multiple instances where we were down for more than a day
What problems is the product solving and how is that benefiting you?
makes it very easy to contact more customers
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
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