NICE CXone Mpower
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A HUGE IMPROVEMENT
What do you like best about the product?
Honestly I love taking calls on it, It's easier to use, The sounds more clearer and it's an amazing app. I use Avaya with this but this one is honestly soooo much better!
What do you dislike about the product?
Only thing I dislike is how some of the calls I get or take over it will say that I refused the call. Which makes it a little bit more challenging to do our jobs but it's very nice to use.
What problems is the product solving and how is that benefiting you?
The only problem I have had was the one I stated above and the benefits definitely outweigh the cons. It's definitely more productive to use this system then the other one.
Recommendations to others considering the product:
i PROMISE YOU WILL NOT BE DISAPPOINTED OUR COMPANY LOVES USING NICE!
An excellent tool, when it works
What do you like best about the product?
It's effortless to use, most of the functions that I need to do my work correctly are very good at what they are supposed to do, it's very intuitive, and the distribution of the interface is well done.
What do you dislike about the product?
When something does not work, it keeps not working for long, and even if it's workarounds to avoid them, it's still suboptimal, and it delays or even interrupt the workflow.
What problems is the product solving and how is that benefiting you?
We can get in touch whit our clients in a very efficient way; we can contact other members or departments on our team quickly and solve communication issues; we get the tools to reach our providers and leaders depending on what we are working.
Recommendations to others considering the product:
Try to use it in a small team at first, trying to see if it could work; if you notice any needs that are not being met to try to solve them first; other than that, I think that is a great tool, and you should give it a chance.
NICE is a great website for work schedules. I recommend it to anyone in the work field.
What do you like best about the product?
I like the weekly view for the schedule also the best is you can add schedule changes.
What do you dislike about the product?
Nothing at all! I love everything about NICE.
What problems is the product solving and how is that benefiting you?
I have solved my schedule change issue. I was having.
Softphone that we use to take in calls.
What do you like best about the product?
Easy to use and user-friendly. The dashboard also shows the status of my colleagues, which is more accessible for everyone to see if someone is going over lunch or breaks.
What do you dislike about the product?
Letters and numbers are too small. I wish there would be an option for us to change the font or the background to make it much pleasing to the user's preference, like Facebook or Messenger dark mode.
What problems is the product solving and how is that benefiting you?
It's the softphone we use for our callers to reach us when customer service is needed. It is also the one we use to make outbound calls which makes our life and customer's life easier instead of them calling back to dial again and waiting for the queue. Having to do outbound calls using NICE CXone is convenient.
Recommendations to others considering the product:
User-friendly and easy access.
we use nice for our new work system and i love it. so easy and great to use
What do you like best about the product?
way easier to navigate the system. alot easier than our old one
What do you dislike about the product?
nothing so far is to dislike about the program. it works for me
What problems is the product solving and how is that benefiting you?
it make the navigation of answering the phone lines for clients way more easier
Highly Recommend!
What do you like best about the product?
I love that I can review calls and skip the silence and listen to the agent only or the customer only. It has a lot of features to review calls.
What do you dislike about the product?
I wish there were a way to search for the agents by their number and name. I would also like to listen to a call in its entirety and not listen to 2 calls whenever the client asks to speak to a supervisor.
What problems is the product solving and how is that benefiting you?
I can review calls and share each interaction with my team. This is a great benefit when trying to train agents or submit coaching requests. I also love that while I'm doing my monitoring, I can add notes to each call.
System is efficient
What do you like best about the product?
The system is efficient and does a great job of tracking calls
What do you dislike about the product?
I am kicked out of the system at random times
What problems is the product solving and how is that benefiting you?
I can speak to guests and quickly solve their problems
NICE to use
What do you like best about the product?
Having the schedule laid out for the next few months was good, and I had no problems. Management updated any changes as needed. Reports and history are accessible.
What do you dislike about the product?
I had no problems with it; it seemed to provide sufficient data.
What problems is the product solving and how is that benefiting you?
The Staff could see past schedules as well as the present and future.
Not terrible, but not excellent
What do you like best about the product?
Audio is usually very good and doesn't even require me to use headphones/headphone mic to take calls. I like that the ringer is also loud enough for me to hear from a different room.
What do you dislike about the product?
I don't like that the leg connects after every call, and I have to manually disconnect it at the end of each call. If I forget, I am automatically connected to another call, which is inconvenient.
What problems is the product solving and how is that benefiting you?
I am able to receive calls from our customers, which is crucial in getting my job done. It is easy to put customers on hold or on mute, and I like the interface - everything I need is right up front.
Recommendations to others considering the product:
You will be able to have a lot of agents signed in at once, which lightens the load for all of your customer service associates. It splits the calls up pretty evenly, I believe, so one associate is not getting every single call. They will be put at the end of the queue until there are no other free agents.
NICE is nice
What do you like best about the product?
what i like best about NICE is how helpful it is to schedule time off
What do you dislike about the product?
I haven't pinned pointed on what i dislike yet
What problems is the product solving and how is that benefiting you?
I can view my schedule and request time off
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