NICE CXone Mpower
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Powerful Phone Solution
What do you like best about the product?
The thing I like the most so far about it is its ability to read tone in a call as well as cut out all the dead air time automatically. We are just getting familiar with all the new features however its leagues above the last phone system we used. We are about to start using the built in chat function as well with the bot to help drive calls down. So what I like best are the rich features we get to make my day to day easier.
What do you dislike about the product?
The only dislike so far is not the fault of the system but because its just difficult to learn a new system and all the quirks that might go along with it. Agents will always run into issues and so far the actual bugs we have found are addressed pretty quickly. That was the biggest issue with the previous system we used was the support and so far their support is better. The PTO scheduler needs color codes to separate skills.
What problems is the product solving and how is that benefiting you?
QA's have been streamlined a little and the QA features built in add to the coaching conversations. It also has a lot of nice visual reports and data to help the agents easily absorb the information. The dashboards are easily customized and again visually pleasing which makes them easy to read. The built in PTO manager does not work well for us since we are not able to easily see what people are out based on skills so it would be nice if we could color code all the agents so we know what skill they belong to.
Recommendations to others considering the product:
The one ask so far would be to add the ability to add color codes to the list of agents on PTO since it shows the entire team and we cannot easily determine who is off in your skill to request time off accurately. Because of this, we do not use the PTO scheduler and continue to rely on the Outlook calendar which is another tool we would prefer not to have open.
Teamlead review
What do you like best about the product?
New search option and call monitoring, very user friendly and efficient
What do you dislike about the product?
reporting details, more options to make reporting my own
What problems is the product solving and how is that benefiting you?
Efficiency to monitor our agents, live feed monitoring very beneficial
A NIFTY Platform
What do you like best about the product?
The interface is easy to use. Every option is clear and at your fingertips. My favorite part is that it's fast! Customer service and tech always reply right away.
What do you dislike about the product?
In Agent Reports, the "Custom" day tab where you select a certain amount of days to see your calls doesn't work. Dislike how you can't press enter after typing in a phone number to immediately place a call.
What problems is the product solving and how is that benefiting you?
This is definitely my favorite platform, as someone with multiple years of sales experience. I am finding that it's a breeze to track calls as well as tracking how engaged I am throughout the day with my productivity.
Recommendations to others considering the product:
Look no further. This is the premier stop for all things phone and tracking related. The pros far outweigh the cons, and the cons are extremely easy to fix. I am very pleased with this platform and use it daily to meet each of my sales needs.
I like to have contact with this platform and its very useful for follow up metrics
What do you like best about the product?
I can do the reporting in calls and monitor the team
What do you dislike about the product?
It doesnt allow to make calls and transfers
What problems is the product solving and how is that benefiting you?
When trying to make international calls I cant transfer
Recommendations to others considering the product:
Nice inContact is a platform that allows you to know and measure metrics to monitor the performance of the team, in the same way it helps to have communication with different parts of the world with a high quality level
Efficient and bugless.
What do you like best about the product?
It's smooth functionality, doesn't slow down much at all.
What do you dislike about the product?
Lack of unavailable options. Very limited on personal use needs.
What problems is the product solving and how is that benefiting you?
Pretty much any problem has been solved by logging out then relogging in. Once had to have a supe log me out because of double login.
Recommendations to others considering the product:
best way to view queue is to click new and select your department :)
User Friendly
What do you like best about the product?
Easily access multiple platforms to call patients. As a softphone, it operates smoothly and hasn't dropped calls with patients. I rarely need to use my desk phone anymore due to NIC
What do you dislike about the product?
Connectivity glitches at times, sometimes I have to reconnect headphones/log out and log back in. I have had calls where patients couldn't hear me or it can't connect to the agent which can be frustrating at times
What problems is the product solving and how is that benefiting you?
Calling patients from their home zip code so they are more likely to speak to us. Softphone capabilities make working remotely much easier
Recommendations to others considering the product:
Be sure to stay consistent with having headphones plugged in and/or VPN access as connectivity tends to vary depending on that
Good transfer methods
What do you like best about the product?
The transfer of calls is very user friendly
What do you dislike about the product?
Can't transfer to a third party while other parties on the phone
What problems is the product solving and how is that benefiting you?
Transferring to the right dept to handle what issue is required.
Recommendations to others considering the product:
N/A
Great versatility with quirks abound
What do you like best about the product?
NICE inContact is fairly user friendly. It has the ability to integrate with any web service, and does so well if you have the know-how. NICE inContact Studio is very easy to start with, as a programming-lite interface. The reporting options are plentiful.
What do you dislike about the product?
Once you begin to push NICE inContact too far, you'll see the limitations. There is often an arbitrary split between what is configurable by the user and what is gated by NiC themselves. An example is the proactive dialers -- there is no way to set up a different rest period between each dials -- you have to create a repository for dial times in a CRM or database, then override the retry datetime every time a dial is attempted. Studio also generally has great documentation until it doesn't. Many default variables are documented nowhere, have more exceptions to the rules than followers, and are named inconsistently, or behave differently between media types. When used as a contact center solution, aligned with the ways that the platform is designed, it is a fantastic product. Do no lift&shift your existing functionality to NiC and expect it to work the exact same way -- that is a recipe for disaster.
What problems is the product solving and how is that benefiting you?
I have been implementing almost solely NICE inContact solutions and NiC integrations with other platforms (databases, CRMS, etc.) for almost three years. It has modernized countless small business contact centers and increased efficiency and user-friendliness both to agents and admins.
Recommendations to others considering the product:
Be sure to get a product demo. Ask specific questions about what it does and doesn't do.
Nice inContact has been helped us implement a new and successful WFM and Reporting System
What do you like best about the product?
I love how much visibility we have on our active calls and agents. The reporting is very intuitive and allows us to view any kind of metric we are looking for. We use it for individual agent states, as well as team stats. We actually use Nice In Contact across our three brands, as well as across various countries. Not just in the US, but also in Canada, Latin America, and across Europe.
What do you dislike about the product?
The shift bidding process can be finicky for us. The ranking system is not very clear and weekly shifts seem to be randomized, it doesn't allow agents to shift on individual days.
There was a time where we were open on Saturdays, but all of our agents do not work every Saturday. We only require our agents to work 1-2 Saturdays a month, and we have them on a scheduled rotation. The only way to make that work for us was to manually create the Saturday Schedules. there was not a way to create an automatic Saturday rotation.
There was a time where we were open on Saturdays, but all of our agents do not work every Saturday. We only require our agents to work 1-2 Saturdays a month, and we have them on a scheduled rotation. The only way to make that work for us was to manually create the Saturday Schedules. there was not a way to create an automatic Saturday rotation.
What problems is the product solving and how is that benefiting you?
Better reporting and visibility on our metrics and contact data. We have been able to see more about our call times. We have also been able to have more clarity on our volume forecasting and call planning. This has also helped us with our staffing plans.
The scheduling is very intuitive for the agents. They can quickly and easily view their schedule, ask for time off, or submit a shift trade request.
The scheduling is very intuitive for the agents. They can quickly and easily view their schedule, ask for time off, or submit a shift trade request.
Recommendations to others considering the product:
Discuss the current way you do scheduling in high detail before deciding. Make sure it works. Make sure you are ready to make a possibly scheduling culture shift for a growing company.
A solid system for customer service and tracking phone activity in a call center
What do you like best about the product?
I enjoy the ability to see the calls as they arrive and get real time feedback. I enjoy the overall platform and think that it helps with the workflow and insight you can't get on your own without something of this caliber.
What do you dislike about the product?
The biggest shortcoming is in that when using the CRM plugin, I lose the functionality that comes with the standalone agent. That could be upgraded.
What problems is the product solving and how is that benefiting you?
I am able to look into calls in real time and see where we are having issues and where we have room for improvement. I can monitor rep activity and see who needs help or who is doing a great job and can be praised.
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