NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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Program is good when it comes to work management and monitoring.
What do you like best about the product?
Max agent and dashboard, can review recent interactions
What do you dislike about the product?
nothing to mention at this moment, it's easy to use
What problems is the product solving and how is that benefiting you?
none
Max Incontact is working fine, old version was laggy but since the update everything is work well.
What do you like best about the product?
Very Efficient, can be use to easy integration.
What do you dislike about the product?
Calls are filtered accordingly. The tool is very useful in terms of pulling up calls for the agent for review. Easy to learn. Useful for every day in providing customer support
What problems is the product solving and how is that benefiting you?
We are using Nice as our softphone to assist customer with their loan application.
NICE CXone is one of the best platforms i've worked on and its keep on getting better
What do you like best about the product?
I can easily implement the platform based on the customers needs by using customization. The support we get from NICE engineers is amazing. There's also alot of features we can use within the platform
What do you dislike about the product?
Nothing at the moment. Sometimes its just frustrating when NICE makes changes on the backend that breaks something esle in the platform
What problems is the product solving and how is that benefiting you?
NICE Cxone make it easy running a contact centre
NICE CXone is the ONE!!!
What do you like best about the product?
NICE CXone is most helpful and dependable
What do you dislike about the product?
Nice CXone has only minor issues. Great!
What problems is the product solving and how is that benefiting you?
The problems that NICE CXone has solved is a seamless navigation of the platform. Everything is so easy to understand and access.
I am a Junior Engineer with the CXone platform.
What do you like best about the product?
It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it.
What do you dislike about the product?
Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet.
What problems is the product solving and how is that benefiting you?
There is not a platform that can be set up as quickly as CXone. In the space of a day you can have ACD and IVR up and running and agents ready to take calls. The customization that can be carried out by one knowledable individual saves a ton in effort and cost when compared to the teams needed in several other platforms.
25 years in Contact Centers choose NICE CXone for the past 10 years
What do you like best about the product?
The versatility and customization. It is the only CCaaS platform that offers everything in one. Everything working through one platform is powerful. It is easy to learn and use. The difficulty is in the design aspect.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design.
What do you dislike about the product?
Your experience with NICE CXone is completely dependent on the design and execution by the Professional Services implementation team. The team can vary from horrible to amazing. Depending on their experience and knowledge.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team.
What problems is the product solving and how is that benefiting you?
It allows us to have a single source of truth and single portal for the Agents. It can be customized to grow and evolve with our business needs.
Ease of use
What do you like best about the product?
Easy to use/navigate. A lot of funtionality to help solve day to day needs
What do you dislike about the product?
present moment only dislike is budgetary
What problems is the product solving and how is that benefiting you?
use platform to conduct QA ro monitor perfromance, ability to have mulit options in phone tree set up
Analytics and Technology Coordinator
What do you like best about the product?
NICE CXone is extremely scaleable and customizable. This allows to scale up and new features as our operations needs change.
What do you dislike about the product?
The downside of CXone is ensuring that our remote workers have the proper network connectivity to decrease performance issues.
What problems is the product solving and how is that benefiting you?
NICE CXOne has allowed use move our counselors to a remote environment. This immediately solved our space issues. But it also allowed us to continue operations easily during the pandemic and during weather emergencies.
Great Call Center Tools
What do you like best about the product?
The tools in CXOne are very easy to use. If i don't understand something, I can access DOJO or NICE Support.
What do you dislike about the product?
At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as sometime different from any other time off in WFM.
What problems is the product solving and how is that benefiting you?
Having the system select calls for evaluations is great! The WFM program is really easy to use too. Accessing reports enables me to make better decisions.
Move fast and with endless features!
What do you like best about the product?
InContact Cxone is great at managing an Omni Channel center. It's studio product is much more seasoned than competitors allowing you to do much more complex integrations with partners in easy-to-use UI.
What do you dislike about the product?
Just like most Telco providers, haveing a staging or UAT environment is difficult without isolating certain test agents, skills, and scripts to mimic a staging experience.
What problems is the product solving and how is that benefiting you?
InCOntact Cxone allows us to make changes daily to suit our partner's needs.
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