NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Reliable and efficient system that makes my tasks easier
What do you like best about the product?
I will say that the best thing about InContact is how user friendly it is. I never have an issue with Training employees on it and when I need to refresh myself up on something, the help/support/InContactU is always there to help.
What do you dislike about the product?
Reporting is not always easy to decipher inside InContact. Where to find it and what report takes a good amount of time to learn.
What problems is the product solving and how is that benefiting you?
Being that it is easy to train, that is the best part of InContact. We are a company that fluctuates with the number of agents on due to the nature of our business. So when I need to train a large handful of agents, it is great that they pick up easily.
Recommendations to others considering the product:
Make sure you give yourself enough lead time to get up and running. Couple weeks
Non-Techie meets NICE in Contact
What do you like best about the product?
It is reliable. After a learning curve, it works. And any problems with it seem to have been user-error, not systemic problems.
What do you dislike about the product?
I guess I still wish we still just used our phones. At least for me, conversations were more clear, easier to connect, and never glitched. That being said, I understand my company collects important data through this system.
What problems is the product solving and how is that benefiting you?
I understand my company collects important data through this system.
Great for fast communication with customers and staff members
What do you like best about the product?
Being able to get assistance and finding the right people to communicate any system issues. There is always help available and you can have access to different resources at a very fast pace.
What do you dislike about the product?
It sometimes freezes and disconnects calls. It only happens when there is a lot of calls and representatives are transferring calls but it can get difficult when the whole system crashes.
What problems is the product solving and how is that benefiting you?
Communicating with supervisors about accounts that more review and approval for certain things. I get to always make sure I am doing the right procedures and never mess steps.
Recommendations to others considering the product:
Just fixing some of the errors that is involved with the system crashing when there is a high volume of calls.
We use this for my call center position and it usually works great.
What do you like best about the product?
I like it was easy to understand and learn. When I first logged in I was a little worried I wouldn't remember how to use it transfers and everything , but after a week I was a pro, it is easy to learn and easy to us.
What do you dislike about the product?
Sometimes it disconnects and also wishes I had a warning before a call. There are sometimes I am on a call and it just ends without any warning at all. Other times I am not ready and it seems like there is just a caller on the line.
What problems is the product solving and how is that benefiting you?
It is a full phone service we use with our work and it has everything needed all in one program.
Top Call Center Solution
What do you like best about the product?
I love how you could utilize this software anywhere you have internet connection, a computer and a headset. It provides the flexibility needed in emergencies situations where our employees aren't able to work from the office. In our current pandemic situation, it gave our organization the tools needed to accommodate staff to work remotely and not impact our operational needs.
What do you dislike about the product?
With every web-based software, there will always be some issues. Not with the system itself but with reliable internet connections, the occassional stuck calls, and frozen screens. Although these problems may arise, the system is great at what it does and these little hiccups doesn't undermind the usefulness and features this system offers.
What problems is the product solving and how is that benefiting you?
Remote working is one of the many issues we have been able to solve with NICE inContact. With the web-based platform, our staff isn't limited to working from the office. We also realized that the many capabilities in the software including call evaluations have increased our staff work productivity and accuracy.
Recommendations to others considering the product:
I would definitely recommend this system for solving your call center needs.
Powerful ACD Tool
What do you like best about the product?
Aside from the easy functionality, the reporting options really help deliver quality data to our clients.
What do you dislike about the product?
We sometimes have issues with call routing/Refused calls.
What problems is the product solving and how is that benefiting you?
I am able to get very granular with the individual agents answering calls. That helps me better manage their performance and point out where we can improve.
Customer services operations in advanced way
What do you like best about the product?
Through this software I am in a position of automating daily contacts with AI bots and IVR features and could accelerate the changes to voice and AI routing flows within short span of time. Now to maintain the data record of any particular customer is more difficult as it offers automatic contact distribution to personalize interactions throughout the customer journey.
What do you dislike about the product?
I am not having any issue with this tool, I am completely satisfied with this tool it is giving great services with effective features and functions. I am also happy with its customer support that is giving fantastic services.
What problems is the product solving and how is that benefiting you?
This software has amazing features like speech recognition and Text-to-Speech, by which I can easily get started with multilingual customers. NICE inContact offers good integration with (CTI) and CRM integrations for the better delivery of the services.
Recommendations to others considering the product:
I will recommend this tool because its interface is designed for the streamlined handling of digital and voice interactions. Through the detailed reporting I can track the history of any client thus I guide my team on the basis of self-managed data based on real time information. You will be able to manage the callback, voicemail, email, chat, text/SMS, social media and many other daily based working as well.
Terrific system
What do you like best about the product?
The fact that our Outlook contacts are easily accssed.
What do you dislike about the product?
A little complex. Could be more user-friendly.
What problems is the product solving and how is that benefiting you?
Time saving and ease of using the phone system.
Excelent tool
What do you like best about the product?
Speed and efficiency, never had a problem with it.
What do you dislike about the product?
So far is good, I do no have complains. I love it
What problems is the product solving and how is that benefiting you?
I do work for a company assisting customer over the phone and it has been great. I get secondary income because of inContact
Nice works hard for us
What do you like best about the product?
I like the convenience of being able to have multiple different layouts that work best for us.
What do you dislike about the product?
We have not had a major dislike to review.
What problems is the product solving and how is that benefiting you?
The experience has been primarily positive
Recommendations to others considering the product:
Take the time to learn about its functions and it will serve well.
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