NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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Participant Services Representative
What do you like best about the product?
The connectivity is amazing. Calls are not dropping and we can hear the customers clearly. Also, the customer service team is wonderful and very helpful. I also like that it is easy to navigate and automatically puts us in wrap up after a call and if we need to extend the wrap up we don't have to select another option like in our old phone system if you wanted to go on an extended wrap up, before your ninety seconds where up you would have to select another option to put yourself in an extended wrap up status.
What do you dislike about the product?
Having to link the cases because the screens pop up and it automatically creates a case for us. Also, we don't get a wrap up time when we finish on an outbound call.
What problems is the product solving and how is that benefiting you?
We have been able to resolve our connectivity issue and call are not dropping. Also, we have everything in one system instead of the platform we were using before, you had to have two different systems up to take calls and if one system was down the other one would be affected. Also, sometimes we would experience hours of the systems being down in the old phone platform we were using, and in this new one we are always connected and there is never a moment where it has gone down and our customers cannot reach us so we are very pleased so far with the outcome.
Recommendations to others considering the product:
Great platform phone system.
Great call routing software
What do you like best about the product?
The simple way you can log in anywhere and point to any phone allows workers to work in any location easily.
What do you dislike about the product?
Sometimes the console will log you out while you are still working (over 8 hours) forcing you to completely reload the login
What problems is the product solving and how is that benefiting you?
NICE allows multiple helpdesks and skills to route using a single system
Good controlled software
What do you like best about the product?
All details which are needed to support customer, can find easily on main display. Call timing, personal details, almost everything.
What do you dislike about the product?
At some point, it is lagged from changing one to another windows. Need to fix bugs so cannot lag and we can help many more customers.
What problems is the product solving and how is that benefiting you?
We are customer support call center. We are fixing customer problems like routers not working, configuration problems and many more. With NICE inContact, it makes my life easy to solve problem of consumers. Thank you!
Quality Management Tool
What do you like best about the product?
What I like about Nice Cxone is its quality management access. In managers point of view it allows leaders to monitor everything on their employees work. Able to manage employees call time, satus, adherance and many more. In short it makes leader's lives easier. Leaders can manage and monitor their employees in one tool manually. As employees point of view really convinient because the dialler is connected to the tool (fuse) can launch the customers info and fill it on fuse. Those are the things I like the best in Nice Cxone.
What do you dislike about the product?
One thing I dislike about Nice CXone is it is too restricted I hope employees can access even just the queue line uo. Just to see it not control so employees can manage their time and can get ready if there is a call coming in. I believe it can be reqally helpful if we as employees can view it.
What problems is the product solving and how is that benefiting you?
The problems we are solving with the help of Nice CXone is we can do our job well becaus this tool allows us to do so. The benifits I have realized is we do not need a hard phone anymore so we cqan do calls Nice CXone is an integrated softphone that can accept incoming calls. Less wires and less space needed.
Recommendations to others considering the product:
Do not hesitate on spending a dollar on this tool. The price is right and it is really worth it. It gives back the money you spend. Helps a lot to do business. Instead of buying a hard phones like avaya. Do the Nice CXone instead. Convinient and easy to use. You can manually overide employees if needs to unlike avaya. Nice CXone is an integrated softphone.
DL'S Review
What do you like best about the product?
The features to review calls is simple & easy to use.
What do you dislike about the product?
Nothing at the moment, overall as mentioned the process is fairly easy to navigate through.
What problems is the product solving and how is that benefiting you?
Being able to pull reports upon request
Recommendations to others considering the product:
None at this time...
very easy and simple to navigate through.
What do you like best about the product?
its very easy to set myself as available or unavailable, going on any type of break and it lets my supervisors know my every status. i can easily conference or transfer calls in the most simple way possible. i always know the company's call rate as well. nice incontact is a very well run and a real smooth platform to work on or with
What do you dislike about the product?
i really dont like the fact that i sometimes get errors even with a strong internet connection also id like to be able to resize the side phone to a preferred sized window i feel like it takes up a large portion of my screen which gives me less workspace
What problems is the product solving and how is that benefiting you?
patients call our hotline and get transferred to one of our agents which all use the platform nice incontact and it makes our jobs very easy and simple to schedule, reschedule, or cancel appointments for our patients.
Recommendations to others considering the product:
its very easy to get the hang of!
Review
What do you like best about the product?
That I can work from anywhere with the cloud service
What do you dislike about the product?
I had a lot of problems signing in during the beginning of the tax season.
What problems is the product solving and how is that benefiting you?
Honestly I have not really be able to use it to its full compacity yet
Recommendations to others considering the product:
none
User friendly for someone new to digital calling
What do you like best about the product?
I enjoy the ease of use with the interface and also the more advanced capabilities it has as well. I am fairly new to using a digital phone so it was made easier by having everything organized in a way that is very easy to visually see and having a search function as well. Using the program has boosted my confidence in my work by allowing me to work effectively and efficiently.
What do you dislike about the product?
More of a personal problem, but it is important to have a good source of internet compatible with NICE inContact. I have experienced connection issues with receiving calls and transferring calls in the past, which have caused them to disconnect. Another thing that can be improved is is the logging out experience. I have noticed that sometimes even if I log out or exit the application that when I return back to it that it shows me as being available for 10+ hours. I believe this could improve quality of life overall to improve accurate productivity information.
What problems is the product solving and how is that benefiting you?
NICE inContact is great for getting in touch with someone fast with only a couple of buttons. Being able to get in contact with a customer quickly in very important in the service industry to ensure that they are receiving the best service possible!
Recommendations to others considering the product:
It is a really great program for companies anticipating an influx of employees joining. It has great training uses as well as practical ones. It can really fit any business type well for means of communication.
So far NICE Cxone is the best way to connect you with all the people.
What do you like best about the product?
It is easy to use, you can easily connect with your customers. very simple and easy to navigate, phone calls, chats, and emails are easy to come in one by one and respond fast.
What do you dislike about the product?
After 6 months working with NICE CXone, I can tell that sometimes it drops calls when your internet connection is slow and you have to restart it, besides that I would really like to see a different interface.
What problems is the product solving and how is that benefiting you?
With this great feature, we don't need to enter the card number on every call, we make our work easier and our service more agile and the call part is really good. it is so easy to disposition and save every contact you've had throughout the day.
Recommendations to others considering the product:
NICE CXone is one of the best call center and BPO software out there, is complete, fast, easy to use, it can give you a lot of information related to your team or your company if you are a supervisor or higher than that, for me, this is the definitive software to use with integrated softphone to take calls and really smooth to have your contacts on it. 10/10 recommended you won't regret. The ability to transfer calls and add people to other department calls, video calls, and saved contacts. The app color is very bright. My favorite features in Nice include being able to check call quality reviews both visually and audibly. Nice is also listening to the recording, showing what was done on each Quality Score on each screen, I'm telling you, not lies, this is the best software for Call centers ever made.
Benefits of Nice-InContact
What do you like best about the product?
What I best like is the way that the platform shows the performance that we are having.
What do you dislike about the product?
Well, I have I have used several platforms and I like everything from Nice- InContact
What problems is the product solving and how is that benefiting you?
The problems that I'm resolving with this platform is the way we handle the calls
Recommendations to others considering the product:
Is the best platform for communication
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