NICE CXone Mpower
NICEExternal reviews
1,715 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A lot of features and decent functionality
What do you like best about the product?
the versatility of the app and portal but I wish we had more control of features on our portal so we weren't dependant on livevox so much to implement changes or additional features
What do you dislike about the product?
The support is difficult and there is considerable lag time when we report something and the delay is in the first 2 or 3 layers of support which is geared towards the end users we our are own admins and we need to be put to technical support right away
What problems is the product solving and how is that benefiting you?
High value app and portal with the recording and reporting we are able to track trends and use this info to better adjust our projectioned work flows based on this data along with the features with the ADN to make the agents more productive.
Good solutions, but frustratingly complicated
What do you like best about the product?
Solution for nearly every issue we have as a company.
What do you dislike about the product?
The user interface is not very easy to work with, and the system is pretty complicated. Additionally, logic for campaign segmentation can be massively counter-intuitive and sometimes outright flawed
What problems is the product solving and how is that benefiting you?
We are able to reach a lot of people with a fraction of the overhead needed to complete the task on our own. We can create and implement new services very quickly.
Recommendations to others considering the product:
This solution will do wonders, but it can be extremely frustrating to use. From setup all the way to reporting, it can be very very complicated.
i really like thats is very helpful
What do you like best about the product?
Ring central i love how it shows how many calls we have holding.
What do you dislike about the product?
Not anything to dislike about it. I really cant say that i islike anything
What problems is the product solving and how is that benefiting you?
very accurate and timely fashion on all calls and logs
Learning curve but it has been okay. Somethings better than Avaya other things not.
What do you like best about the product?
I like that there is a database of numbers to look but instead of having to hunt for a phone number but the numbers can be confusing and a bit difficult to decipher. I also love the supervisor and all of the tools available there. It has also made call review much easier. I like that I can listen to live calls easily and the coaching function is great.
What do you dislike about the product?
I do not like that you have to be connected to the agent's leg in order to get a call. Avaya was pretty simple, you log in and click available, and you are ready to go. I also dislike that calls cannot be taken when not available. If a customer calls back in, you cannot answer unless you are available.
What problems is the product solving and how is that benefiting you?
I am not sure it has solved a lot of problems at this point. Added some new ones, but as I said, I do like the database of phone numbers, though the numbers can be confusing to dail.
It has been great so far
What do you like best about the product?
I like how easy it is to navigate the system and how easy it is to troubleshoot when things are not going super well. I have never had too many issues and all of them have been easy to fix.
What do you dislike about the product?
I honestly don't see many downsides other than some minor technical issues that have come up.
What problems is the product solving and how is that benefiting you?
I use CXone for my job and it is a really easy system to use when it comes to answering phone calls and completing different transfers as they are needed in my work place.
Recommendations to others considering the product:
I think the biggest recomendation I can give is to be patient when the system is having troubles. Sometimes it just takes some time and patience to fix
Helpful Tool Improves Efficacy
What do you like best about the product?
As an escalation agent I aide in the monitoring of agent's auxes (breaks and lunches respectively) this tool has been an absolute game changer regarding evaluating one's usage of their time in these auxes. Rather then relentless searches on antiquated systems, Nice allows me the ability to see these metrics in a structured format and the best part of this, is the lightning fast ability to do so.
What do you dislike about the product?
sometimes nice will default to another location even though you will set it to view a specific department or team thus always resulting in having to re-select the entry you're looking for
What problems is the product solving and how is that benefiting you?
Ability to view schedule's/breaks/luches/time off much more quickly, ability to search for an agent's name or supervisor more efficiently, able to view a personalized grid of agent's time management thus improving focus and able to launch maxx quickly though this tool
i have issues sometimes with this system with logging me out when it only has been a short duration.
What do you like best about the product?
i like it is easy login, and then navigating the system makes it easy to understand. The tool I use is the MAX integrated software to connect my calls with consumers and peers.
What do you dislike about the product?
The only thing i could say about this system is that i dislike when the site stalls and will log me out when only a short amount of duration has passed before it asks me to re login in.
What problems is the product solving and how is that benefiting you?
The problem i am solving with NICE CXone is that i am able to integrate my phones to be able to speak with customers, and benefit is that the call is loud and stays connected.
My experience has been average thus far.
What do you like best about the product?
The supervisor system. I like how I can kick people off of the board if need be. I like being able to see an overall summary of statistics. So far, this is the only system I have used like this so I cannot compare it to any competitors.
What do you dislike about the product?
Max and softphone mess up often. The troubleshooting steps I have found online are rather vague. It would be nice to have a 24/7 support chat on your website. Other than that every thing works fine.
What problems is the product solving and how is that benefiting you?
We are able to connect with callers easily, given there are no issues with max. The voicemail process is a breeze. I like the fact that I as a supervisor can send out alerts via max.
Works Somewhat Efficiently but Has Many Bugs
What do you like best about the product?
I like that evaluations are easy to review. I also like that call quality tends to be very high. I also like how easy it is to make outbound calls and to take incoming ones.
What do you dislike about the product?
I dislike how often the program crashes and I have to restart or log out and back in. I don't think this program is able to handle the volume of its clients sometimes.
What problems is the product solving and how is that benefiting you?
I have not noticed any problems that I'm able to solve using Nice CXone. We use it to take and make calls - all of my problem solving occurs in other systems.
Recommendations to others considering the product:
Restart and log out/in if you are having trouble. I have to do it often, which is no fun, but it works.
still getting used to system but easy to use once you get the hang of it
What do you like best about the product?
contact queues and being able to see where calls are coming from
What do you dislike about the product?
disposition of call doesn't alert you if longer than a certain amount of time has passed
What problems is the product solving and how is that benefiting you?
problems: not sure if a NICE CXone issue but get loud beep at start of each call received
benefits: able to do call back to the number call received from
benefits: able to do call back to the number call received from
Recommendations to others considering the product:
stick with it, after a learning period works smoothly
showing 31 - 40