NICE CXone Mpower
NICEExternal reviews
1,715 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Nic's Reliability and Ease of Use
What do you like best about the product?
Learning Nic was easy, there wasnt much of a learning curve going into their system. It calculates agent time rendered. And provides a lot of customization options which are always welcome. It is also transparent when it comes to the availability of fellow agents which is useful when it comes to keeping track and making note of the team's capability for the day. The reload option helps a lot because sometimes it does get stuck on the lower end of the network status bar and so click on Reload helps in refreshing the whole app. The fact that is is web, which means there is no need to install any sofftware into the pc. So long as you have credentials youll be able to login and do you job which is beneficial during this time when remote work is the ongoing trend
What do you dislike about the product?
Sometimes Nic tends to act up on network issues which can be quite a hassle for a time. At least, it used to. Lately, within the last three months, it had been consistent so far. I also notice that it tends to fluctuate often in terms of the network status and shows data that is yet to be updated in mine or my colleagues' Nic status.
What problems is the product solving and how is that benefiting you?
It helps me as an agent keep in track of my time more accurately, both the availability and unavailability which is alwasy useful when there is a possibility of dispute. When it comes to benefits, like i said before. the learning curve is not demanding and quite forgiving so adding in new people into the team to use Nic is not that big of an issue.
Recommendations to others considering the product:
More options in ringtones. Right now I can only select from a limited list which comprises of beeps that can be easy to miss. Hoping they can be longer.
Good platform
What do you like best about the product?
Easy for the most part. Can see agents and how many are online
What do you dislike about the product?
Extension names can be difficult. How the calls come in.
What problems is the product solving and how is that benefiting you?
Easy contact with customers, problem solving
Recommendations to others considering the product:
N/a
It works good the most of the time but kick me out multiple times during the day.
What do you like best about the product?
It is easy to use and have a lot of useful functions.
What do you dislike about the product?
Kick me out multiple times during the day.
What problems is the product solving and how is that benefiting you?
Contact with customers to help them to resolve issues or question about their plans.
Recommendations to others considering the product:
It is good for work.
NICE inContact
What do you like best about the product?
Ease of use, very efficient, straight forward, and to the point. It allows us to have a better sense of how many calls are in the queue, the average wait time, and ultimately have a better workflow for the day. The user interface is simple and easy to understand, It is very intuitive as it took my team minimal time to get acclimated to the software and user interface
What do you dislike about the product?
The best part of incontact was thin agent. Unfortunately, it was discontinued and we are forced to use max agent now which is not nearly as efficient for the purposes I was using it for. Also when attempting to connect incontact with another remoter server it is severely delayed.
What problems is the product solving and how is that benefiting you?
Being able to connect with our customers in a fast and efficient way. We have improved our closing rates and customer support service times.
Recommendations to others considering the product:
great product
NICE InContact Review
What do you like best about the product?
Overall usage of program is easy once you know ho to navigate through it.
What do you dislike about the product?
If it crashes it will take a while for it to come back so access will all depend on who is handling the problem
What problems is the product solving and how is that benefiting you?
Easier way to handle business related issues
THE FUTURE OF BUSINESS COMMUNICATION
What do you like best about the product?
Having every communication feature localized in one spot.
What do you dislike about the product?
It took a little getting used tom but the learning curve was quick and worth it.
What problems is the product solving and how is that benefiting you?
I am able to create time by working and communicating more efficiently.
Great Dashboard to view the status of your teammembers
What do you like best about the product?
The InContact dashboard has a great set of counters and views to show all details of your team(s) and their members. There are real-time counters as well as historical.
It's very easy to create your own dashboard with the counters and views that are important for your daily tasks.
For example: An overview of your direct team members and their phone statuses, the total service level of incoming/refused phone calls, the cumulative performance of the team. The latter shows the total time of each status.
It's very easy to create your own dashboard with the counters and views that are important for your daily tasks.
For example: An overview of your direct team members and their phone statuses, the total service level of incoming/refused phone calls, the cumulative performance of the team. The latter shows the total time of each status.
What do you dislike about the product?
Only 1 thing to mention and that is the time out of this page before the account is logged out. As far as I can see this is not configurable and the default timeout is too short. During the day I need to re-login several times.
Besides of that, no other dislikes.
Besides of that, no other dislikes.
What problems is the product solving and how is that benefiting you?
The dashboard is used by each of our team member to view if enough people are online to accept customer calls.
Also we have a good overview of the service level each day. Our goal is 0 refused calls and 100% service level. This is becoming a sport for the team and is helping the customers to reach us easily.
Also we have a good overview of the service level each day. Our goal is 0 refused calls and 100% service level. This is becoming a sport for the team and is helping the customers to reach us easily.
Recommendations to others considering the product:
Certainly a product to review and test when looking for such a solution. Easy to use and shows lots of useful data for managers and also team members.
NICE inContact is overall a useful asset, although common to experience occasional delay / bugs
What do you like best about the product?
I like being able to see the full team and their current availability. Being able to view voicemails and missed calls to my direct line is convenient. Management most likes being able to view productivity and manage people's schedules from afar, particularly now that everyone is working from home. It's easy to copy and paste phone numbers from e-mails into MAX or to redial a previous incoming call.
What do you dislike about the product?
Our team has experienced a few bugs with logging in, transferring calls, and viewing call history. Particularly, it is an annoyance to not be able to link our direct line and/or extension through the MAX agent. Additionally, we experience a delay occasionally with calls when logged in to ring to a cell phone (instead of station ID). The biggest issue I've seen is that I cannot view all of my call history as an agent - it only shows the last few calls. The call log should timestamped and accessible to each individual agent.
What problems is the product solving and how is that benefiting you?
We are now able to see the full team's availability, which allows us to determine whether we should transfer the call or help the customer themselves. It is most beneficial to be able to assist customers rather than sending them to a voicemail. Management likes that we can track productivity with the system. For sales people, they are easily able to generate reports that will tell them how many inbound calls we are making and, more importantly, how many outbound calls we are making and how it correlates to our outreach as a sales team.
Recommendations to others considering the product:
Consider what needs you have - the best feature, in my opinion, is being able to effectively manage your employees' time. The support team has been quick to fix any downtime or issues that may arise.
Good App
What do you like best about the product?
I like this app because help me a lot in my job, is quite easy to use
What do you dislike about the product?
I don't like that many times it desconect and I need to re log in
What problems is the product solving and how is that benefiting you?
One of the problems that I have resolved with InContac is comunication, between Customer and the company.
Recommendations to others considering the product:
Is a good App that helps to contact Cx and the Company
We've had a few issues here and there with Incontact, but overall is a very easy good tool.
What do you like best about the product?
I like the ease and accessibility of it, there are no real difficulties to it. Its easy to use and easy for our techs to understand.
What do you dislike about the product?
I dislike how often individual people have issues, this is not necessarily InContact's fault, but it just seems like all the time someone is having a small issue here or there. It is generally fixed by clearing cache/cookies.
What problems is the product solving and how is that benefiting you?
We have solved any issues we could ever have working from home. We moved from an actual in call center phone system to InContact and it has allowed us to be able to work from anywhere. We also have more accessibility to stats to be able to help our agents efficiently and quickly handle phone calls.
Recommendations to others considering the product:
It is a very easy to use system with a lot of accessibility features. it is also extremely easy to manipulate skills to any needs. It is also easy for our customers to integrate with their systems. There are many user-friendly features and it is able to bend to our needs, regardless of what they are. It has been extremely easy for our customers to learn to use InContact and also easy for us to teach new agents how to use it. I recommend InContact to any size company with a call-center environment that needs to have a simple system with many customizable features.
showing 331 - 340