NICE CXone Mpower
NICEExternal reviews
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Great service, not perfect
What do you like best about the product?
The dashboards, being able to see what my agents are doing and how they are spending their time.
What do you dislike about the product?
It seems that sometimes the priorities are messed up and I want an agent to grab a call out of a specific queue but can't seem to get that call.
What problems is the product solving and how is that benefiting you?
It is helping with WFM, I can see when my agents are on break, and make sure they are being productive.
Reliable, easy to use
What do you like best about the product?
NICE is helpful because it allows for easy and efficient organization. The user interface is very user-friendly and not overly complicated. It makes it easy for both management and employees.
What do you dislike about the product?
Occasionally NICE does have issues with crashing. When it does crash, our call center essentially goes down, which leads to upset customers. If NICE would crash less often or never, it would be a lot better for me.
What problems is the product solving and how is that benefiting you?
NICE solves the problem of having multiple phone lines without every employee having a direct number. Not only that, but it allows for easy schedule management.
Recommendations to others considering the product:
NICE is very easy to use; there is not a steep learning curve. NICE is great for call center use and allows for multiple lines without having a physical line for each phone. It is helpful for both call center operations as well as schedule management. It allows supervisors to view who is doing what just by checking their computer, no need to walk around the office to see who is doing what. This is especially useful during this period of time when working from home is almost more common than working in the office. It facilitates the work from home process for the company and its workers. Being able to see the status of your employees is crucial in management, especially when you are not physically close to them. NICE bridges the gap between a company and its at-home workers.
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
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