NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Useful tool to help maximize the benefit from marketing driving inbound calls
What do you like best about the product?
Analytics are much more clean and clear than with Ring Central's Office solution.
What do you dislike about the product?
Not simple to implement. We had several Devs on hand to get this integrated with Salesforce.
What problems is the product solving and how is that benefiting you?
Attribution, sales rep time management, avoidance of missed calls.
Recommendations to others considering the product:
Make sure you have developer resources on staff to manage ongoing.
Great reports
What do you like best about the product?
You offer a variety of reports which can be useful but they can be confusing to use - especially the terminology you use to describe it. However, once you become familiar with the terminology, the reports come very handy. I also like how you can listen to previous calls as well as monitor current calls and even jump in on the call if needed.
What do you dislike about the product?
I do not like the fact that it is an application you have to use with your browser. I would like it to be a stand-alone application to easier use. Since you have to open it in your browser, it is inconvenient as you have to click out of a current tab you are using to see the application. As an agent, when you open the agent leg app, there is another tab that is opened where you have to click back and forth between the two.
What problems is the product solving and how is that benefiting you?
Call monitoring/recording which is something our company has looked for some time to allow for more training opportunities. This has allowed us to also monitor employees calls for quality assurance as well as helping train new employees.
Recommendations to others considering the product:
Training is key! Learn the system before rolling it out to other employees and train thoroughly.
InContact functionality review
What do you like best about the product?
I like the fact that its easy to get some of the information and reporting. Its easy to manage and reassign phone numbers.
What do you dislike about the product?
I dont like that the alignment information when pulling contact history data is dynamic and not fixed. This makes it harder for reports and locating calls after they are backed up in our storage system
What problems is the product solving and how is that benefiting you?
Call quality, legal questions, compliance and refunds. I also use it to manage dialer, call routing, agent efficiency, phone numbers and campaigns. Manage phone numbers, skills and marketing campaign information. Integration of the downloadable reports to our speech analytics team and software.
first time user but satisfied
What do you like best about the product?
conection is fast and reliable, gets the job done every day
What do you dislike about the product?
sometimes the call drops, might be my conection
What problems is the product solving and how is that benefiting you?
i am able to receive caal from my customers and creating a comunication bridge to solve problems
Recommendations to others considering the product:
use it it is very good
Very Detailed
What do you like best about the product?
The color coded division makes it easy to see shifts. It keeps up your recent interactions and calibrations which help when sorting is needed. The evaluations tab works great as well because it sorts them by date or score and as long as you allow pop ups, you can see and hear everything nicely.
What do you dislike about the product?
I don't like that you have to connect the headphones to be able to log in to MAX. If the headphones are not connected you cant really use this part of the website which can be a pain. Sometimes you might want to use the computers speakers and mic but you cant, it has to be the headphones. I do not like that some features are hidden but I guess that is good for supervisors. They can see every little detail from what you click. Its like everything you select in MAX gets documented. Sometimes it does not connect to the agent and you have a refusal on your record when its not your fault that the system did not connect well. Im wish there was a definition guide as to what is what like the service level in dashboard does not really explain what it is servicing
What problems is the product solving and how is that benefiting you?
No problems per se but I like the ability to see availability within the team. Sometimes there is a lag in the timing but not by much, just a few seconds. It color codes it very nicely but there is not a code guide so I do not really know what some features such in the queue counter really define.
Recommendations to others considering the product:
It is very detailed, especially max.
Excellent system Easy to Use
What do you like best about the product?
So easy ti use this system. I use it for all y call on a daily bases and it has really simplified my daily work.
What do you dislike about the product?
Nothing at all this is great. I would totally recommend it.
What problems is the product solving and how is that benefiting you?
I have never had an issue ever. I think the system works great and has helped me be more productive.
Recommendations to others considering the product:
You should choose NICE it is the BEST.
Pretty Good!
What do you like best about the product?
I like that it's easy to navigate and the walkthrough is extremely helpful when you have questions. Additionally, I appreciate that the system has a call back service and an option to do a conference call. It is also helpful to be able to see the call volume and how long the call has been. The timer does not only show how long the call has been but also how long you have put the caller on hold and that is helpful with the work that I do.
What do you dislike about the product?
The system crashes at times and calls won't go through. But this issue rarely happens, but when it does happen it is inconvenient. There are times where the calls will be reput into the queue and that can be an inconvenience for those who are waiting on the phones. I am unsure as to how to fix the issue. Additionally, the system often puts those who have waited less time in front of those who have called and have been waiting for a few hours. I am also unsure as to how to fix this issue, but it would be useful to fix the system so that calls come in in the order that they are called in. Additionally, there is sometimes connection issues for a few seconds and callers cannot hear or the sound sounds a bit muffled, but the issue automatically resolves itself.
What problems is the product solving and how is that benefiting you?
NICE is helping me contact people and it has made me realized that it is easy to contact others without them having your personal information. With NICE it's easier to contact others.
Recommendations to others considering the product:
I would advise those considering NICE to consider the layout of NICE, it is extremely helpful for those who are not technologically savvy and seems to be catered to that population.
Its Good Tool, however it can be more better
What do you like best about the product?
reports customization is user friendly and the format of the reports is also good
What do you dislike about the product?
Report number are not matching when you extract the number by interval and by day for the same date.
What problems is the product solving and how is that benefiting you?
Custom reports reduces lots of time and efforts also cost efficient.
Recommendations to others considering the product:
yes i can advice
One of the most reliable telephony solutions out there.
What do you like best about the product?
inContact has always been very reliable as far as uptime and functionality. The breadth of the additional offerings within the NICE family of products has also improved over the years. Strong integration suite as well. The ops dashboards are also critical to ensuring we have full visibility and coverage throughout our operation during the day. The ability to monitor calls is very straightforward and helps significantly with quality assurance and training. Being able to integrate the softphone and leverage the phone agent directly from a browser is definitely a big win, too.
What do you dislike about the product?
The data download features could stand to be a little more intuitive. However, it still provides such a broad set of data points that it's worth having it be so extensive. Would be nice to make it easier to configure automated reports that can send out to stakeholders without having to manually plug and chug data though. It would also help to be able to more effectively track the full journey of a call as it is transferred between skills so we can identify opportunities to gain efficiency there, too.
What problems is the product solving and how is that benefiting you?
Inbound contact center technology. Also helps us track root cause issues for customers and ensure efficient call routing. We're also using it in conjunction with other products to measure quality for customer interactions and provide our team with coaching and feedback.
Recommendations to others considering the product:
Great solution for core contact center requirements. Keep an open mind about the rest of their feature set and how it could tie into your operation as a whole. Make sure you have your methodology mapped out for tracking the lifecycle of a call as part of your customer journey mapping so you can build that into the design.
it is great platform for IVR/ACD and contact center
What do you like best about the product?
handling the inbound calls with right skill/campaign and team. Great user experience. Very simple to use for call handling with all functionalities
What do you dislike about the product?
transition between the UI pages is little slow and not much interactive. output ring tone is not available for agent who is not 100% contact center profile user.
What problems is the product solving and how is that benefiting you?
customer issues are solved through Agents from all business groups what we have. Benefits in terms of increasing the customer satisfaction in terms of support of Honeywell products/services
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