NICE CXone Mpower
NICEReviews from AWS customer
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Top tool
What do you like best about the product?
Ease in making and receiving calls to teach the user
What do you dislike about the product?
there are no disadvantages, the tool is excellent
What problems is the product solving and how is that benefiting you?
Support for home office fidelity
The NICE system is very easy and efficient
What do you like best about the product?
I really like that we can transfer the patients to any department without any trouble. I also like that we can pick up the line and it goes straight to my headset.
What do you dislike about the product?
Personally, I wouldn't say I like that the patient is sitting there on hold rather than get transferred to someone else that has the same number as yourself.
What problems is the product solving and how is that benefiting you?
I am able to schedule appointments and confirm thus appointments with patients easily and effeciently through the NICE system. The profuctivity in my workplace has improved by using the system.
NICE CXone allows our team across the globe to stay in contact with our customers
What do you like best about the product?
NICE allows our team working in different time zones across the globe to contact our customer base. We currently use the software for the phone system only, but we are looking to expand into the chat feature soon.
What do you dislike about the product?
Sometimes, the web pages fail to load correctly. While this is common in most software systems regardless of the manufacture, since this software is web-based, it can be challenging to troubleshoot the issue without closing out the webpage and starting from scratch.
What problems is the product solving and how is that benefiting you?
Having a completely web-based contact system that doesn't rely on a hardware phone handset is nice as it cuts down on operating costs for additional hardware and cabling. If you have a computer and a headset, you're ready to go.
Easy to navigate
What do you like best about the product?
I believe that nice is very user-friendly, and enjoy the many attributes!
What do you dislike about the product?
There are a few times where NICE stops working or glitches out. Having to stop what I am doing and reboot the program is inconvenient! It is a quick fix most of the time, though!
What problems is the product solving and how is that benefiting you?
NICE CX one provides me the service of being able to connect with my clients easily. Nice also adds to my metrics for bonusing. I like the ability to count how long an employee is active.
Excellent dialer!
What do you like best about the product?
I really like the fact that I can see my average handle time (AHT) in real-time, thanks to the embedded reports that I can see from the dashboard. This is very important for me to keep track of the contacts that I have received and how this will affect my metrics.
It's super easy to call back a customer if by any chance the call dropped.
It's super easy to call back a customer if by any chance the call dropped.
What do you dislike about the product?
I don't like the fact that the user interface is old-fashioned and it's not customizable like other dialers. The mute button is too close to the hangup one and you can easily disconnect a call by accident.
I really think that NICE CXOne needs a revamp or needs to optimize its interface, it's a great tool but needs to be updated to be more user-friendly.
I really think that NICE CXOne needs a revamp or needs to optimize its interface, it's a great tool but needs to be updated to be more user-friendly.
What problems is the product solving and how is that benefiting you?
I'm using NICE CXOne as my day-to-day tool, and it's way easier to keep my metrics in good shape thanks to NICE CXOne, I have learned how to see my metrics in real-time and apply them to make the necessary changes or corrections to my behaviors thanks to this.
I really love how NICE CXOne has helped me to improve my performance as an agent, by allowing me to monitor my stats in real-time and also by being able to create and pull my own reports.
I really love how NICE CXOne has helped me to improve my performance as an agent, by allowing me to monitor my stats in real-time and also by being able to create and pull my own reports.
Recommendations to others considering the product:
My advice for those considering NICE CXOne is to be patient, it's a great tool but needs more love from its developers.
Easy to navigate and very informative ,
What do you like best about the product?
The ease of navigation and updates when my scheduled changes.
What do you dislike about the product?
We should receive more notifications promptly without having to log in, They dont show reviews right away
What problems is the product solving and how is that benefiting you?
Making sure I'm helping my customers when I'm supposed and breaks when I'm supposed to, Gives me a change to fix areas i need help in
FANTASTIC TOOL
What do you like best about the product?
Fantastic tool for monitoring agents live dashboard and supervisor are easy to use
What do you dislike about the product?
sometimes crashes for the agent but sure this will resolve itself
What problems is the product solving and how is that benefiting you?
solving agent adherence and making sure on time from breaks
Tech support use
What do you like best about the product?
that I can title my requests for time off
What do you dislike about the product?
That it is sometimes difficult to request off partial days and see your hours scheduled in a monthly view
What problems is the product solving and how is that benefiting you?
I've benefited by getting to see my break times
I wish I could see a week at a time on one page.
What do you like best about the product?
I like to see the time bar to show where I am at in my daily schedule.
What do you dislike about the product?
I can only see one day at a time. I wish I could see a week or a month at a time.
What problems is the product solving and how is that benefiting you?
It keeps me up to date with my work schedule and breaks and lunches.
Not the best, not the worst
What do you like best about the product?
I like how we are able to track out team members' daily numbers with outbound, inbound, and availability time. It is also very nice with how we are able to control any out calls/commitments that need to be made. I wish the user interface were a bit more intuitive and easier to navigate, but it has everything you need so you are easily able to pull any sort of data you data when it does record it.
What do you dislike about the product?
I don't particularly appreciate how it can be confusing to navigate through inContact or how it will crash on us, and we lose all of our calls with customers while on the phone with them. If there were a better way that it would look nicer and be easier to find different applications and icons that you need, that would be great. It is also rough when you think that a call was recorded but it turns out it didn't, so to work around this we have to look in the back end of things to grab the phone call and save it and upload it to our company's online applications.
What problems is the product solving and how is that benefiting you?
Solving the problem with call volume and making sure we have a short call answer rate. We are able to realize who is holding back the team and pushing them forward. It makes it really great for coaching purposes as well since we are able to track how long they are spending these times and we can coach them on poor performance or making sure that they are hitting their own goal.
Recommendations to others considering the product:
It definitely works the way you would expect it to, but I am not the one who made the financial decision about using this software, so I am not sure of the pricing for it. It works but I don't know if it's the best out there.
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