NICE CXone Mpower
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Review for Nice Incontact
What do you like best about the product?
It is a much better application than the previous software application Avaya. I love the visual aspect of it and it looks more modern.
What do you dislike about the product?
The only thing that I dislike is the after-call time to tag the call. I am still getting used to the application, so I will like to see more tag options for calls.
What problems is the product solving and how is that benefiting you?
All tabs are right at your fingertips, which creates smooth transactions for a variety of things such as coaching, breaks, etc. Also, I love that I can see the listing and length of calls time. And the timer for intervals is an added plus too.
Recommendations to others considering the product:
na
The Best call center tool
What do you like best about the product?
The most helpful thing is that we have all the tools in one place with a new design interface.Niceincontact
What do you dislike about the product?
There are no downsides but sometimes the incontact widget logs out.This might be an environmental issue.This product could do better with reporting on the widget.
What problems is the product solving and how is that benefiting you?
With timecards we removed the need of having a third party timecard system.With the incontact widget we can monitor breaks log INS and log outs.Rhe default prebuilt reports are helping us keep track of employees activity.
Technical Support Engineer (Tier 2 Okta)
What do you like best about the product?
Very intuitive, pretty straightforward to use. Also, the functionalities of the widget are working as expected—user-friendly, not many bugs. Responsive but also mandatory for our work.
What do you dislike about the product?
The connection quality sometimes does not raise at our expectations. I have had a few issues in the past where the widget was disconnecting over and over again, but this might've been tackled already.
What problems is the product solving and how is that benefiting you?
Being customer support at Okta this allows us to have direct contact with our customers, allowing us to call/ receive the Admin instantly. Getting inbound calls is also mandatory for this project.
The widget works well most of the time. From time to time I find myself logged out.
What do you like best about the product?
It's simple and it works well. Widget integration on the Salesforce page is great. I use this tool to call customers via Ring Central.
What do you dislike about the product?
I find myself logged out intermittently. It's missing additional performance tracking. A UI update might help refresh the look.
What problems is the product solving and how is that benefiting you?
This is used to track agents availability, as well as practical use-cases (such as making calls).
Buggy
What do you like best about the product?
I like the most that all calls and emails can be done in one place. It also has the functionality to recive texts and istant messages. It also records the inbound calls.
What do you dislike about the product?
It is buggy; it gets caught it disposition alot. And I then need to restart the aplication for it to return to normal. It does become a pain after a while. But still usable.
What problems is the product solving and how is that benefiting you?
As said, you can use emails and calls in one place
Recommendations to others considering the product:
Go for it. It's the client you need. With the bugs formeentioned aside, If you're after a client that does everything you need with recording functionality and Real time reporting. With the option to message your agents whilst thry are on calls to offer support and guidance is a great thing! Litterally could not think of a better APP to be using.
Seamless Integration Cross Platform
What do you like best about the product?
Seamless integration with NICE CXone and other platforms (IE Salesforce) necessary in building metrics and overall production. The pain points I have experienced in the past concerning cross-platform integration have virtually disappeared and has led to a direct increase in metrics and sales. The new calendar feature that reminds you of upcoming appointments is my favorite part, making it easier to manage a large workload.
What do you dislike about the product?
The only part I dislike is the loud chiming noise when getting a live connect, there is no option to turn down the volume down or turn it completely off.
What problems is the product solving and how is that benefiting you?
I am able to keep up with a larger workload in managing many appointments across many time zones. It is easier to contact clients in a timely manner with the appointment reminder feature.
Top of the line - Workforce Telephonic Application!
What do you like best about the product?
User-friendly interface and appearance while providing easy utilization for all users, from seasoned to a new hire. other tools used in sync with Company Lead Database.
What do you dislike about the product?
Open window of application doesnt stay forefront, an you must go back to app window to use, it should automatically become main window when in use especially when a call is incoming or answered.
What problems is the product solving and how is that benefiting you?
Speed and achievement are the benefits; intermittent lag and refresh app options are issues. Overall more productivity is achieved while staying on top of refreshed app and clearing Cache & cookies.
Recommendations to others considering the product:
its worth using, better than most dialer and telecom systems i have used in past call centers.
I love CXone, it is levels above previous versions of Incontact I have used.
What do you like best about the product?
The functional simplicity and real-time dashboards are invaluable.
What do you dislike about the product?
I don't have any dislikes and, I don't feel there are features that are lacking.
What problems is the product solving and how is that benefiting you?
We have integrated CXone into our Salesforce CRM platform to more easily track customer interactions. We also use the dashboards to monitor agent statuses more easily. Since the start of the pandemic, CXone has been an integral tool in monitoring our staff.
A simple and easy to navigate dialer system that offers a smooth experience for your team
What do you like best about the product?
The ability to transfer calls efficiently and toggle between hold/live without any disruptions
What do you dislike about the product?
Sometimes there are technical issues with the customer not being able to hear me
What problems is the product solving and how is that benefiting you?
The ability to receive live feedback from customers in a quick and efficient manner
Recommendations to others considering the product:
N/A
Very good
What do you like best about the product?
I like that the system is easy to navigate, the sound quality is always good, and the troubleshooting tips seem to work. I don't have very many issues using this
What do you dislike about the product?
I don't particularly appreciate that the sound randomly goes out; even after troubleshooting, I sometimes still have issues. Other than that, the system is generally a pretty good system
What problems is the product solving and how is that benefiting you?
They are constantly making changes to the system I now realized that if i use google chrome the entire system generally works a lot better than what it normally does when I use edge
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