NICE CXone Mpower
NICEExternal reviews
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NICE review for NICE CXone
What do you like best about the product?
The ease of being able to see the complete call queue and the ability to see call percentages and the status of colleagues
What do you dislike about the product?
Sometimes can be a little "wonky" It seems when there is a high call volume the system can have issues staying logged in
What problems is the product solving and how is that benefiting you?
The ability to see what staus co workers are in really helps with breaks and lunches to insure we have enough CSR's in available
Recommendations to others considering the product:
If your company has more than 25 users i strongly suggest NICE
Great system, only need little fine tune.
What do you like best about the product?
The NICE System allows users to communicate with each other effectively in an instant. Supervisors can instantly monitor who is available to receive phone calls. Staff can receive calls from outside as well as locating their coworkers internally. Also, I really like the reporting system Nice provided for my work. I need to check other staffs' working hours, the report has provided me a nice summary.
What do you dislike about the product?
Sometimes the login seems to have issues and we have reported in numerous occactions where staffs failed to login or once they log out, they cannot log back in. Also when you log out, you need to log out from both the Max Agent and from the NICE system. You cannot just close the browser. Why not design it so that you can just close it or just log out from one place only?
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
What problems is the product solving and how is that benefiting you?
I do not have any problems solving with NICE. There are things I dislike (mentioned above), but overall, there is no problem.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
Recommendations to others considering the product:
I recommend new users to utilize each function from Nice fully. It will surely make your job easier.
INCONTACT HAS BEEN USEFUL ON THE COMPUTER SINCE WORKING FROM HOME
What do you like best about the product?
How simple of a product it is to use; very user friendly.
What do you dislike about the product?
Sometimes when I use the system it glitches.
What problems is the product solving and how is that benefiting you?
I am a customer service rep. It helps me manage and contact customers.
This is such a great tool to manage our Phone contact channel.
What do you like best about the product?
The key feature is.
Optimal Contact Distribution
Optimal Contact Distribution
What do you dislike about the product?
Nothing to dislike they can modernize their UI.
What problems is the product solving and how is that benefiting you?
We're managing our Phone channel, multi-channel support for our various distributed teams, and support channels. Also, it greatly helps us in managing our Workforce.
Review on NICE inContact
What do you like best about the product?
I really like the Automated email feature which enables self service. Also the call routing functions along with the workforce optimization tools like workforce management, e-learning and hiring. It is the best contact centre software for the agents along with the managements.
What do you dislike about the product?
It would be great if they add more display customization and color options. Caller ID with the First and Last name of the caller on inbound calls would be helpful. Saving personal or custom configurations should have a more accessible GUI. Escalating to the correct resource in customer support can sometimes take longer than needed. The system doesn't always immediately connect after a disconnect.
What problems is the product solving and how is that benefiting you?
It's easy to dial and manage calls. Hold, transfers and conferences are elementary and simple and straightforward.
Everything in the software is easy to find, and the interface makes everything clear and easy to see.
Lower average handle time (AHT).
Lower Attrition rates of the agent.
It increases the agent's likelihood to recommend.
Everything in the software is easy to find, and the interface makes everything clear and easy to see.
Lower average handle time (AHT).
Lower Attrition rates of the agent.
It increases the agent's likelihood to recommend.
If you want a system that just works, this is it.
What do you like best about the product?
It loads very quickly, I mean I log in, click open and within 30 seconds I am up and running. There's no need to make sure you are logging in 10 minutes before your shift to make sure the phone works, it just works! I believe because it is browser-based that interfaces with an app on my machine, it works really well. The app is already there on my laptop ready to go when I log in, but it doesn't do anything until I get the browser page to interface with it. I don't need to remember to close/open certain applications if I am on the phones or not, it's just nice and simple.
What do you dislike about the product?
I don't think this is a functionality of the system itself, but more of a limitation of any browser-based system. But if I go away from my desk for longer than 45 minutes (lunch for example), the page may be frozen or crashed when I get back. Overall it's not an issue as I have said previously, it only takes a few seconds to start it up!
What problems is the product solving and how is that benefiting you?
In our industry, we have a significant amount of customers and different inbound phone lines. Max and nice make it easy for me to manage all the different inbound phone lines I am assigned to. It also has great reporting tools built in so I can keep track of my own stats as often as I like.
Its a very good made system
What do you like best about the product?
I like the analytics part of NICE its very helpful
What do you dislike about the product?
sometimes it is laggy so when im making calls my voice to them is laggy
What problems is the product solving and how is that benefiting you?
I've realized that with the analytics feature I've been able to grow a lot more
Recommendations to others considering the product:
Definitely use it, its such a wonderfully made program and its very helpful
NICE inContact is an efficient tool that I would highly recommend to working individuals.
What do you like best about the product?
Nice inContact has many great features but the best feature is how easy it is for the consumer! Navigating the system with ease allows me to deliver excellent customer support. Furthermore, the quick "click to call" feature has been helpful when contacting families. Additionally, the system tracks what individuals you have already spoken with to eliminate confusion.
What do you dislike about the product?
Although there are not many downsides to the system, it can be tricky to navigate the different tabs and windows. With time, anyone can master it.
What problems is the product solving and how is that benefiting you?
We are solving customer problems quicker than ever by utilizing the NICE inContact system as it allows us to see who is calling and their background information in a matter of seconds. This system allows for quick customer service and as a result, a happier customer.
Recommendations to others considering the product:
I would highly recommend NICE inContact as a business tool. It has made work go smoothly and efficiently and allows for excellent customer service.
Nice inContact is very useful to create reports and easy to understand.
What do you like best about the product?
Most importantly I can extract any of my reports very quickly and easily, and we do not need any other tools knowledge for using NICE. And also, it is beneficial in creating the template in such a very short time.
What do you dislike about the product?
Sometimes I feel latency on the application at the time of downloading the reports and If I need to see the, AHT for any of my reports then I will have to go to 3-4 metrix rather then I can take the data from 1 source only.
What problems is the product solving and how is that benefiting you?
I have done some automation on my reports with the help of NICE CXone, which help me a lot to prepare my reports very quickly and easily. I realized that it is very beneficial to me as well as for my team.
Recommendations to others considering the product:
NICE CXone is very helpful application we can create, modify any of our reports very easily.
I just wanted to add here that the data we are getting here with the very modest way it could be innovate the visualization with some graphic technique.
Also it well help in our customer satisfaction.
I just wanted to add here that the data we are getting here with the very modest way it could be innovate the visualization with some graphic technique.
Also it well help in our customer satisfaction.
Review of NIC inContact
What do you like best about the product?
View on the NIC incontact is easy to use
What do you dislike about the product?
The data downloads reports take lot of time to download
What problems is the product solving and how is that benefiting you?
Its helping us to make our WFH better and data accuracy.
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