NICE CXone Mpower
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NICE Review
What do you like best about the product?
It provides excellent infrastructure to create reports as per requirement.
What do you dislike about the product?
some time it takes time to get login and some time data change where last intervals does not included when we pull the data by yesterday
What problems is the product solving and how is that benefiting you?
Provide summarized dashboards to check the performance of the process and agents.
The NICE Incontact provides the reporting solution in a much easier and user friendly way.
What do you like best about the product?
The Custom reporting section and data dictionary
What do you dislike about the product?
The data and intervals to align with timestamps especially at the time for DST. Also proper adherence monitoring feature needs to be there
What problems is the product solving and how is that benefiting you?
With Nice InContact , its basically the one stop shop solution for both BI and WFM needs
Recommendations to others considering the product:
NA
NICE inContact has taken the call experience both internally and externally to the next level!
What do you like best about the product?
The fact that it is cloud based and the system may be accessed anywhere WiFi is available has been the best feature for us especially with the recent pandemic happening.
What do you dislike about the product?
The inability to dial out to 1-800 or 1-888 numbers through MAX is a bit of a set back.
What problems is the product solving and how is that benefiting you?
NICE inContact has helped us tremendously to swiftly handle and adjust through the unexpected shift of workers having to transition working from office to home due to the COVID-19 pandemic. We were able to do everything efficiently and effectively due to NICE inContact being available in cloud as long as our staff has online access. So we were able to make the change happen with a lot more ease without affecting our service. Had we been still using our previous system we would have not been able to do so in a moment's notice.
A Great Addition to our Team
What do you like best about the product?
Easy communication back and forth with just a few minor issues. Nice features for availability and status. Just a few clicks and you are ready to go. Really like that I can work from home with just my internet, no hard phone required anymore! Everyone has their own unique ID, and it saves it so you don't have to enter it in every single time. Another nice feature is the holding system. I know, that sounds weird, but it's super easy to transfer a call, and have the customer on hold while you call another department and get back to them in no time at all. There's no lag or dropped calls while you are on the phone. The voicemail system is easy and is all in one place, and you can save them in case you need to go back to them. No pesky phones where you have to type in your code and wait for all the options.
What do you dislike about the product?
Tends to freeze on occasion, but like all technology, just needs some kinks ironed out I'm sure. When calling colleague to colleague, with our system, it has their direct number and their "soft phone" number. The soft phone number has you go back from Ring Central if someone is trying to call you and accept it from your MAX. Just wish it was just all on one side, because sometimes you don't hear the notification that someone is trying to get ahold of you. At times there is also a dropped call when the agent is trying to connect. Other than that, no complaints!
What problems is the product solving and how is that benefiting you?
The fact you no longer have to have a phone jack at home to connect has been a total game changer since working from home. With everything going on with everyone working remotely, this has solved a lot of issues and concerns about being able to do your job from home. Without this service, we would have never been able to get through. We have been using this for almost a year, and I can't even imagine going back to a hard phone at this point.
Recommendations to others considering the product:
If you are used to using a hard phone, there is definitely a learning curve. Once you get the hang of it though, you will never look back. Like all things when it comes to learning something new, it has it challenges, but I encourage you to stick with it. Hard phone systems have their advantages, but you'll be hard pressed to find something with this ease of access. And with working from home being in the norm, this is ideal for the situation all of us find ourselves in these days.
Dashboards
What do you like best about the product?
I like the build in dashboards they are very easy to read
What do you dislike about the product?
To filter he different dashboard to find the correct dashboard to use
What problems is the product solving and how is that benefiting you?
The problems I have the NICS in Contact is when I refresh the page it goes to a next page
NICE InContact Review
What do you like best about the product?
NICE InContact is easy to navigate and straightforward.
What do you dislike about the product?
NICE InContact sometimes crashes in the middle of calls with patients.
What problems is the product solving and how is that benefiting you?
It has been fairly simple to schedule and assist patients for medical exams using InContact.
Very Convenient.
What do you like best about the product?
What I like most is the convenience and the fact that you don't have to download it to your computer in order to use it. It is very helpful for companies that have moved to being "work from home" during this pandemic. As with any program there are some cons as well. However, I would definitely say that the good outweighs the bad. Also, when the system is projected to have outages I believe Nice In Contact does a pretty good job of relaying that information in advance. Communications seems to be excellent. The program is easy to understand and navigate, even for ones who aren't tech-savvy so I definitely think that is a plus.
What do you dislike about the product?
Small bugs would be my only dislike with this software. However, they are typically resolved pretty quickly. Also as I have stated in the question above, when there are going to be widespread system outages, or the software is down because they are great with
What problems is the product solving and how is that benefiting you?
A uniform system as far as answering calls from home.
Recommendations to others considering the product:
I definitely this product is worth trying out. Especially if your company is typically not a work from home company. They make the process seemless.
Great for Work at home experience
What do you like best about the product?
I appreciate the fact you can place and receive calls as well as hear the callers very clearly, It is an great app for any work relating to placing or receiving calls. I recommend
What do you dislike about the product?
No dislikes Its really a great app to use, no complaints
What problems is the product solving and how is that benefiting you?
Speaking with customers regarding their accounts
Easy to use softphone
What do you like best about the product?
Pretty simple login and very easy to see when you are getting a call, easy to make a conference call and to change for available to unavailable.
What do you dislike about the product?
Sometimes it kicks you out of the phone and calls show an error, and also the disposition is not always correct.
What problems is the product solving and how is that benefiting you?
With this phone service I am able to make my calls and help out people easier.
Recommendations to others considering the product:
Take advantage of all the tools is an easy service to manage.
takes a moment to sync in with other apps
What do you like best about the product?
it is very friendly user navigation thru it and very intuitive
What do you dislike about the product?
the fact that it takes quite a moment to syn in with other apps like ring central causing it to struggle sometimes
What problems is the product solving and how is that benefiting you?
I am mainly taking work calls but i found it very easy to use when it comes to call options depending what am doin
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