NICE CXone Mpower
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NICE InContact
What do you like best about the product?
The overall ability that NICE Incontact provides. As a business and specifically operation a contact center we want the ability to look at in depth agent activities, call patters and projected activitites through the day. What we see is how we can best paln as a business to put the executives at ease when looking at the Contact Center. There is so much about the tool that I like, the ability to plan your personnel and then also use automation to provide shrink like PTO, VTO and coaching makes the environment better for our agents and better for our customers. We are very happy to be partnered with a business like InContact and we look forward to continuing our partnership with them in the future
What do you dislike about the product?
There aren't many things that I dislike about the tool. I think that it was challenging to onboard are a multi center location, but all software changes result in hardship. InContact was there with us to help with the process. The other thing I dislike is that it was difficult for us to provide the necessary training to our agents when they were first starting and after the initial wave it got better but was challenging at the start.
What problems is the product solving and how is that benefiting you?
The biggest problems we are solving is interval level forecasts. It is enabling us to better plan as a business and really provide a top tier service to our customer while remaining cost conscious.
Recommendations to others considering the product:
Continue building out the platform
Call Center Review
What do you like best about the product?
Streamlined and easy to navigate, clearly identifiable information
What do you dislike about the product?
Some slow when tech hiccups occur, sometimes difficult to receive troubleshooting advice
What problems is the product solving and how is that benefiting you?
Call routing and service levels have improved
InContact Reliability
What do you like best about the product?
inContact is generally stable and is easy to navigate.
What do you dislike about the product?
During the initial roll out inContact was unstable for several months and had several glitches. From time to time we still have outages but they aren't frequent.
What problems is the product solving and how is that benefiting you?
The whisper and barge functions are nice.
Nice is a good system however it tends to glitch a lot and have issues
What do you like best about the product?
the ease of use. It is user friendly. I don't have issues navigating it
What do you dislike about the product?
The fact that it tends to have glitches. I twill assigning two cases a lot and my phone has a hard time ringing from the NICE widget
What problems is the product solving and how is that benefiting you?
Tech support. Benefit it is it is easy to go from one contact to the next
Recommendations to others considering the product:
N/A
Review for the average user
What do you like best about the product?
The dashboard's ease of use and how easy it is to access on the desktop.
What do you dislike about the product?
The app does seem to crash a lot, and with longer periods of inactivity, you constantly receive an error message letting you know that you have been re-connected to the network.
What problems is the product solving and how is that benefiting you?
I have not submitted any tickets with NICE.
Call center
What do you like best about the product?
I like the ease of use, specifically how easy it is to view reports and navigate the log in site.
What do you dislike about the product?
I dislike the interruptions in the connection between the salesforce agent and nice in contact.
What problems is the product solving and how is that benefiting you?
I have realized the benefit of being able to view my daily logs.
Great program, but agent leg is a bit of an issue.
What do you like best about the product?
I like the fact that the phone is on your desktop. There's no additional wires or cables. It works with wifi.
What do you dislike about the product?
I tend to have trouble with the agent leg disconnecting. I also dislike that I am unable to dial out in wrap up mode.
What problems is the product solving and how is that benefiting you?
I work in a call center. NICE ensures that I can provide optimal service.
Recommendations to others considering the product:
Fixing the agent leg disconnecting is the only thing. When the Agent Leg disconnects, even when reconnected, the sound goes.
Highly functional, works from anywhere
What do you like best about the product?
It does everything I need it to do. Very flexible, giving me the opportunity to work from home or office with no difference in functionality. Logging in is quick and easy. It stays out of the way and makes it easy to provide superb customer service. The program is web based and very stable allowing me to focus on customer service and not worry about the technology behind it.
What do you dislike about the product?
Critical functions are not as intuitive as I would like. Placing someone on hold while I call a 3rd party or transferring caller to another skill often feels like I'm teetering on the edge of losing my caller because I'm not sure if I'm using the correct command.
What problems is the product solving and how is that benefiting you?
It just works for all of what I need to do. It handles live calls and voice mails very well. I can do transfers and holds while I make other contacts with ease.
Recommendations to others considering the product:
Try it, you won't be disappointed.
Incontact is an easy way to conduct business.
What do you like best about the product?
I love how easy it is to pull reports and dial calls out. I believe that the dialer is quite efficient and gets through my calls with such ease. Customers manage to reach us a sa company with ease.
What do you dislike about the product?
For my line of business, I find no downside.
What problems is the product solving and how is that benefiting you?
With my reports, I am able to keep an eye on my teams productivity.
Recommendations to others considering the product:
Just use it. Its organized and probably the best system if you need it for a call center industry.
Excellent tool for real time management and WFM needs
What do you like best about the product?
I am very happy with the tool functions. Very user friendly.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
What do you dislike about the product?
Certain areas where it can be improved is skilling options basis campaign, alert management system for critical queues if they go below a threshold etc.
What problems is the product solving and how is that benefiting you?
Realtime management of queues handling. WFM as overall
Recommendations to others considering the product:
Its very nice and easy to go tool which everyone should consider, alot of improvement in reporting and analytics we have observed since we start using it
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