NICE CXone Mpower
NICEExternal reviews
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Very simple and reliable Callcenter solution
What do you like best about the product?
It provides you with really strong administrative tools that will help you to keep track of each user's time, status, reporting, recordings among much other tools. It grant you access to manage call queues, manage dispositions/Statuses and many other features.
What do you dislike about the product?
It continuously happens that you need to clean browsing and cache history in order to be able to access your InContact account, this is not a big deal though, compared to the great features and advantages that it offers.
What problems is the product solving and how is that benefiting you?
We use InContact across our whole organization is used for both work at home and office agents. This platform provides you with the flexibility to scale users within hours. The call recording feature is also strongly used by our QA department.
Recommendations to others considering the product:
InContact is well suited for business where they need a contact center solution on the cutting edge that focuses on new features and functionalities.
NICE inContact is very user friendly
What do you like best about the product?
I like how easy it is to learn the features that it has to offer.
What do you dislike about the product?
There are some occasional bugs like the phone ringing double or some calls being dropped on its own
What problems is the product solving and how is that benefiting you?
It's very efficient to let you see who you're being contacted by and who you want to contact.
Recommendations to others considering the product:
The program is very straightforward, all the tools are in front of you. The only thing I'd tinker with would be the notifications to all be turned on.
Easy to use for managers like me!
What do you like best about the product?
The analytics part of this platform allows me to be more informed on the productivity of my team. I can see their real time status and which activities eat up much of their day. From this I can design a coaching plan and focus my efforts on my team member's learning opportunities.
What do you dislike about the product?
The canned reports should be more intuitive when you are interpreting the column headers.
What problems is the product solving and how is that benefiting you?
Working in a remote environment poses a set of new challenges. With NICE inContact, I am able to manage my team's performance effectively just by logging in to our dashboard.
Super useful product
What do you like best about the product?
For me I love the ability to have so many options for when I am on the clock. We can disposition to pretty much everything that we use in my job. It is super user friendly. We have the ability to let our managers know what tasks we are doing, there is no room for error and it keeps us as employees honest to what we are doing. Some people may see that as a dislike, but I personally like that especially with COVID and working from home that it keeps other employees from slacking.
What do you dislike about the product?
At least with my company we have to connect it to something called ring central to be able to use it, so if it could run on its on that would be awesome. But if it is just my company that uses it and that incontact really does have their own system then ignore what I said.
What problems is the product solving and how is that benefiting you?
For us it is great to be able to connect with our customers as well as giving our managers a good insight to what we are doing day to day. It helps keeps us true to what we are saying we are doing. There is not much room for error here. We have so many ways to disposition and we can set up all of those on our own so it is very customizable depending on what your company is needing for an auto dialer.
straight forward system
What do you like best about the product?
its a very user friendly system. It puts the callers on a queue instead of getting bombarded by voicemails.
What do you dislike about the product?
The transfer mechanic on Incontact needs work. Im never able to transfer successfully.
What problems is the product solving and how is that benefiting you?
Like i mentioned earlier just the simple fact we arent getting a whole ton of missed calls because users are now in a queue.
Incontact is a great way to connect with customers and colleagues
What do you like best about the product?
It is easy to use, it its fairly straightforward and easy to navigate. I love the special features, it makes connecting with customers easy. The emails come in one by one and it is easy to respond quickly in MAX. I wish that they would fix it to be able to make calls when you are working on an email, it is hard sometimes to park the email and then make the call before the next one comes through.
What do you dislike about the product?
The worst part of InContact is that it can be fussy. Meaning that, it can disconnect easy and sometimes we drop calls if the internet connection isn't perfect.
What problems is the product solving and how is that benefiting you?
The major benefit of Incontact is the easy connection with the customers. I love that it beeps in when you get a call and says where the call is coming from.
Great product
What do you like best about the product?
great customer service, website is easy to use and super easy to make payments and see statements.
What do you dislike about the product?
downsides of using NICE is i don't have the information right away.
What problems is the product solving and how is that benefiting you?
making it easier to sign on to my account.
Highly Recommended
What do you like best about the product?
Excellent connection service and the low price!
What do you dislike about the product?
There was nothing to dislike. I loved having your service.
What problems is the product solving and how is that benefiting you?
I have no issues to solve.
Recommendations to others considering the product:
Excellent service all the way around; connection, clarity, ease of connecting to a representative.
Absolutely a Time Saver!
What do you like best about the product?
The fact I can easily see my calls come in and my work schedule when I need it most. I can see the agendas for the day as well as any changes on my schedule. If something gets updated same day I can usually find it in my NICE pop up before hand. IT has also helped check on my job performance of what I am missing and what I need improvement on. It really helps in the moments when I have to do a Quality Assurance Assessment with my supervisor and I can follow along in a short span of time. Another great benefit that has helped alot was the easy access to see how many calls were in que. I could see which departments had the most amount of calls and even in my own private que. It really helped during the pandemic time when everyone needed the most help. Our company was able to attend to their needs but also make sure we can get them assisted in a timely manner.
What do you dislike about the product?
Sometimes it occasionally loses signal and other unauthorized calls come in. But that tends to happen when large call volumes happen: Primarily the holiday seasons and other aspects ( Like Covid-19 when everyone worked at home and the internet was full of individuals all at once). But that could not be helped since we did not see this coming prior to the pandemic
What problems is the product solving and how is that benefiting you?
Problems again would be when the site loses signal, usually during some long calls. But it tends to come back up again. The benefits are that I can multiy task from my calls all the way up to see my progress so far for the day.
Recommendations to others considering the product:
If you are company who has a high call volume and wants more control in productivity in your business . This website will help the company and yourself tremendously.
Great for Service Desk
What do you like best about the product?
Great for Service Desk. Easily adaptable. You can answer by browser or cell phone, making it flexible. Minimum browser memory consumption.
What do you dislike about the product?
Some lags in notifications of incoming calls.
What problems is the product solving and how is that benefiting you?
In pandemic times, to bring connectivity between customer and service, NICE inContact was essential
Recommendations to others considering the product:
Easy, flexible and connected
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