NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Great product, easy to use, interesting insights, occasional issues
What do you like best about the product?
The design is simple enough that you easily get accustomed to it, making it easy to learn and use on a daily basis. The best feature though would be the insights. I find it interesting to see how productive I have been in a day, looking at total outbound calls and total time spent in calls.
Also, the ability to select different states of availablity/unavailability is very useful. Being available allows calls to come through, but there are lots of different options for unavailable. I can see this being great from a managerial standpoint. For example, managers can see how long we are spending on breaks/comfort breaks/lunches. This kind of information makes it a lot easier for management to ensure that agents are fulfilling their contracts.
Being able to see how many callers are in the queue, and how many agents are currently available (not in a call) is another fantastic feature. I always find myself looking at these numbers, as they can give you an idea of how busy the service is.
Also, the ability to select different states of availablity/unavailability is very useful. Being available allows calls to come through, but there are lots of different options for unavailable. I can see this being great from a managerial standpoint. For example, managers can see how long we are spending on breaks/comfort breaks/lunches. This kind of information makes it a lot easier for management to ensure that agents are fulfilling their contracts.
Being able to see how many callers are in the queue, and how many agents are currently available (not in a call) is another fantastic feature. I always find myself looking at these numbers, as they can give you an idea of how busy the service is.
What do you dislike about the product?
Occasionally I have issues with my agent leg disconnecting. This can mean that the call gets dropped midcall. While this is an annoyance, it is infrequent. It is also worth noting that the chromebook I am working with only has medium signal where I work from. I am not sure if this would affect the agent leg .
What problems is the product solving and how is that benefiting you?
NICE allows my team to accept calls from thousands of callers daily. We have almost 2000 agents working everyday, and the calls come through steadily. NICE has allowed us to run a smooth operation, with callers barely waiting a minute before they come through to an agent.
GREAT COMMICATIONS APPLICATION WITH MINOR GLITCHES
What do you like best about the product?
I LIKE THAT IT CAN BE ACCESSED VIA INTERNET BROWSER VERSUS HAVING TO ACTUALLY DOWNLOAD THE PROGRAM.
What do you dislike about the product?
I DISLIKE THAT THE SYSTEM HAS VARIOUS AMOUNTS OF GLITCHES
What problems is the product solving and how is that benefiting you?
APPLICATION LOGS YOU OUT IF YOU ARE INACTIVE FOR A CERTAIN AMOUNT OF TIME
Wonderful business solution for our call center
What do you like best about the product?
The software interface is very user friendly and I really like the reporting functunaltity of the system. Has everything I need and more!!!
What do you dislike about the product?
I have no complaints as everything I have needed has been delivered!
What problems is the product solving and how is that benefiting you?
Reporting to our clients on phone metrics has given us rave reviews!!!
Recommendations to others considering the product:
Use it!!! It is a wonderful solution!!!!
User friendly platform for supervisors and agents
What do you like best about the product?
I like that you can create your own customized view. I can create teams, organize by floors, or calls coming in. I have about 10 different customized views I have spent curating. I love this feature
What do you dislike about the product?
I would like to change colors, and some of the buttons are a bit too basic. There should be a better drag and drop feature. I wish I could just highlight names and put them in a preferred group.
What problems is the product solving and how is that benefiting you?
I can track agents breaks, lunches, average handle times. I love that I can click a name and see the pie chart pop up with call times and the full day's work. I know if an agent is avoiding calls or manipulating the system at a quick glance.
Use for work, its great!
What do you like best about the product?
The integrated phone system is very helpful
What do you dislike about the product?
Slow load times, not sure if this is due to server or not
What problems is the product solving and how is that benefiting you?
Making and receiving phone calls
Customer Service Representative
What do you like best about the product?
All of the capabilities! Ability to see Call Volume and Colleagues is great!
What do you dislike about the product?
It is least helpful that sometimes you can get stuck in disposition mode. Other then that it works great!
What problems is the product solving and how is that benefiting you?
Ability to assist customers!
Nice inContact helps to communicate in a better and innovative way
What do you like best about the product?
Best thing about it is the quick replies and the easy hotkeys to find any saved quick replies from the database
What do you dislike about the product?
The VCC Max tool should be sticky to the desktop . That can be changed rest is perfect.
What problems is the product solving and how is that benefiting you?
I am providing customer service using NICE inContact . It is absolutely helpful becayuse it is the source for communication and it has added a new feature to save the chats . I like it .
Recommendations to others considering the product:
Make the VCC max more sticky . everything is perfect
Great Service with Easy Interface. Some Integration Issues with our Software.
What do you like best about the product?
The system and interface are easy to use. We were able to adapt the system to fit our needs. We are a third-party business and have been able to easily route and manage calls for our clients, using different phone numbers and queues for each client and allowing us to field both inbound and outbound calls for our clients. The available report and customization options are nice as well. They have allowed us to present data to our clients that we could not capture with previous vendors.
What do you dislike about the product?
We have used the system for over 2 years now and we have had issues integrating the system with our own proprietary software, something we were initially told would not be an issue but has still created some problems for us. This has affected things like linking call logs and call recordings in our system from the inContact system. We wanted these features to provide open and easy access for our clients to see the information from our calls. We have been working with inContact support to resolve these items but still have issues.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to easily provide detailed reporting of our customer service to our clients. We can easily queue and manage our client calls and get detailed information that makes call audits easier. Transitioning our employees out of the office and into a remote environment in 2020 due to COVID-19 was also easier due to the ability to have our employees log in to the inContact system remotely via their computers at home without need for installing new equipment.
Recommendations to others considering the product:
The system overall is very easy to use and offers a lot of options to customize to fit your business needs and provide detailed reporting you can use to better your business. I think it is a great system to handle customer service calling and can provide a great benefit, both for in office and remote work. The only concerns we have had from a company standpoint have been the integration with our own propriety software that has not been resolved over the last 2 years we have used the service. These issues have not hurt the performance of the system or affected our ability to use it, but they have affected some of the information we gather and the way we present that information to our clients. If you have your own company software that you are looking to integrate with inContact, really take time to see if this is something that can truly be done.
Very easy to understand
What do you like best about the product?
That it Is easy to use and has clear usage instructions
What do you dislike about the product?
That it takes more than 30% of my screen
What problems is the product solving and how is that benefiting you?
That it takes a while to take me off of hold
Recommendations to others considering the product:
It can be learned in 15 mins
INCONTACT REVIEW OMAR
What do you like best about the product?
IT IS NICE HAVING THE LOGIN INFORMATION SAVED AND READY TO GO VERY EASY
What do you dislike about the product?
THE SYSTEM DOES LAG AT TIMES, HAVING TO CLEAN THE COOKIES EVERYDAY HELPS WITH THIS BUT WOULD LIKE NOT TO HAVE TO DO THAT EVERYDAY
What problems is the product solving and how is that benefiting you?
REAL TIME DATA, MAKES IT VERY TO SEE THE VOLUME OF CALLS COMING AND HOW MUCH WORK EACH PERSON IS DOING
Recommendations to others considering the product:
WILL TAKE SOME GETTING USED TOO, BUT ONCE YOU GET THE HANG OF IT VERY GOOD PRODUCT
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