NICE CXone Mpower
NICEExternal reviews
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smooth interface and user friendly
What do you like best about the product?
it has a intuitive interface and easy to use
What do you dislike about the product?
not been able to look up the average handling time per call and overall
What problems is the product solving and how is that benefiting you?
Customer service and technical support, it's really helpful being able to have the option of conference calls
Recommendations to others considering the product:
make sure to use to its best all of the features of the system
Greta experience
What do you like best about the product?
It shows all your info on one screen, without having to go to other pages
What do you dislike about the product?
There is times where it does seem not to work, and you have to reset the system
What problems is the product solving and how is that benefiting you?
Helping customer s with their extended coverage
A NICE REVIEW FOR NICE
What do you like best about the product?
Using nice allows me to log my call reason easily. The platform is user-friendly and the features make good logic, easily navigated. It is helpful to see when managers and teammates are on calls. Our business requires that we communicate with multiple avenues, on occasion, while on the line with clients, having the landing page helps to see multiple users currently online to know how to direct the client-caller.
What do you dislike about the product?
I use the integrated phone, on occasions calls come through and the pop-up screen is deeply embedded in my background making it difficult to find. It would be helpful if the pop-up screen could override all other screens and layer atop of anything that is currently open. It is very inconvenient to not be able to clear my voice mail with queue vs. dialing into the phone system to clear the queue. I also wish there was a platform accessible to users to see the inbound call log so that you can select a voice message, play it or even forward it. I believe managers have this feature, or something similar, but all users should have access to this for themselves.
What problems is the product solving and how is that benefiting you?
I am able to analyze my call quality and time. This is allowing management to see effective phone utilization. I am also able to see how I compare to other users on calls. The feature also enables me to know if a team member is on a call and cannot be disturbed.
Better than Avaya
What do you like best about the product?
I liked the Cloud Features of Nice. it's cool.inContact Inc. provides cloud contact center software solutions. The Company offers cloud contact center call routing, self-service, and agent optimization solutions. inContact serves business process outsourcing, government and education, financial services, and healthcare industries worldwide.
What do you dislike about the product?
Nothing. It's good. Easy to use. It's ok.
What problems is the product solving and how is that benefiting you?
REporting purpose. I really liked it.
Better agent experience
Better control of labor costs
Better customer experience
Increased revenue - When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue.
Better agent experience
Better control of labor costs
Better customer experience
Increased revenue - When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue.
Recommendations to others considering the product:
Must try. Easy to use. I liked Cloud Features most. it easy for contact centers to win every customer interaction, deliver great customer experiences, and achieve their business goals—all from the flexibility and reliability of the cloud.NICE inContact CXone is the market-leading call center software in use by thousands of customers of all sizes around the world. ... These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer. nice inContact CXone :-Cloud Customer Experience Platform. CXone is a fully-integrated and open cloud contact center platform combining the industry's leading Omnichannel Routing with the foremost technologies in Workforce Optimization, Analytics, Automation and Artificial Intelligence.When agents connect with customers, the omnichannel interface allows them to personalize interactions based on customer data and sentiment. It’s easy to add new channels as needed to outdo your competitors.
Performs exactly as it should.
What do you like best about the product?
In the two plus years I have been a user of InContact, I have not once had an issue that has impinged upon my ability to perform my duties. The product performs exactly as it should.
What do you dislike about the product?
Honestly, I can not envision any issues with the product.
What problems is the product solving and how is that benefiting you?
Myself, along with an additional 100+ users within my department and the additional thousands of users within my company have transitioned from EVERYONE working at company headquarters and at satellite locations to 100% remote overnight just over a year ago, and seamlessly and without ANY issues made that transition.
Awesome Software
What do you like best about the product?
Easy way to navigated and how to installed.
What do you dislike about the product?
Sometimes have glitched on the browser but not difficult to troubleshoot.
What problems is the product solving and how is that benefiting you?
Easy navigated and great quality on the calls.
Recommendations to others considering the product:
Excellent Services Software and an Awesome Customer Support.
Easy and efficient to use
What do you like best about the product?
I very much like all of the different monitoring features and the simplicity of the design. The program is very easy to use.
What do you dislike about the product?
Sometimes pulling calls from the log can be finicky, or the response time can be slow.
What problems is the product solving and how is that benefiting you?
We are tracking our employees and therefore solving the problem of time-theft, call avoidance, etc. Benefits include a bird's eye view of my team.
Incontact is a reliable tool for a telecommunications professional.
What do you like best about the product?
It facilitates working from the office or from home with equal ease, and reliably provides crisp, clear communication from end users to technicians. The GUI doesn't take up too much space, which is very helpful for desktop management, and clearly labels upcoming breaks and lunches, as well as providing useful agent reports. Holding and muting activities are common-sense, and the UI is clearly labelled.
What do you dislike about the product?
When switching from the active panel to the control panel (which has New, Schedule, Message, etc) you have to hover with your mouse. This occasionally glitches, and would be better as a button than as a hover-sensitive GUI element. Additionally, the program is very slow to register loss of internet access, and I feel this could be improved. The Event Log shouldn't be necessary to pull up CIDs -- each CID could be displayed beneath the contact in the recent contact history display from the main
What problems is the product solving and how is that benefiting you?
I have solved many people's telecommunications troubles in my capacity as a tier 1 technician, and I use incontact to reach them. I benefit from a reliable connection and readily available caller ID, Company name, and other fields. I have been able to offer a seamless experience for customers who call into queues with various afilliates across the united states, and have been able to transfer customers to affiliate offices without breaking customer immersion.
WFM & UserHub At It's Best
What do you like best about the product?
I like the new UserHub dashboard, as well as, the login for Stuido. The dashboard is robust and has everything I need to monitor calls, agents, quality, repporting band adherence. These are alll the critical skills that I need to manage the department.
With Studio, the quyick logon through the User hub makes it more effecient when logging in by saving wait time.
The overall perfromance from asll the pructs are userv friendly and detasil oriented, which what is needed to run our customer service department.
With Studio, the quyick logon through the User hub makes it more effecient when logging in by saving wait time.
The overall perfromance from asll the pructs are userv friendly and detasil oriented, which what is needed to run our customer service department.
What do you dislike about the product?
Sometimes it takes time ti get through the PSOD service. As well as no availibilty in th evenings or weekends.
What problems is the product solving and how is that benefiting you?
Currently, it's been areas in WFM that I've had issues that took or are taking more time than expected to resolve.
Such as scheduling and generating schedules.
Such as scheduling and generating schedules.
InContact Review
What do you like best about the product?
I like how easy and simple it is to use inContact. Also it displays the team in the call queue very well and is simply to navigate.
What do you dislike about the product?
One thing I dislike is that very seldom inContact will crash and require refreshing.
What problems is the product solving and how is that benefiting you?
The benefits are that it makes it very easy to view peers calls and call statuses with a simple click.I kind of wish it would also show call history and times.
Recommendations to others considering the product:
This is a great tool to manage a group of people and view their call flow throughout the day. The application has a simple and easy lay out to navigate.
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