NICE CXone Mpower
NICEExternal reviews
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Ease of Use for Monitoring Call Center Agents in Real Time
What do you like best about the product?
Once you're familiar with the system, NICE inContact allows for precise and easy monitoring of your call center agents. I can quickly determine the real time state of my CSRs (how long are they on a live call, how long they've been on a break or lunch, or even if they're in an emergency situation).
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
What do you dislike about the product?
One downside to moving to NICE inContact was losing our old reporting tools & capabilities, ones I was very familiar and comfortable using. While there were some pre-made reports within the system at its launch, it was necessary for us to spend considerable time to have similar reports in NICE created that met our needs.
What problems is the product solving and how is that benefiting you?
Everything is stored in under one roof! Prior to using NICE we had multiple different systems and the data did not interact well. Now, having everything together and interconnected saves us time and money.
Recommendations to others considering the product:
I would recommend that you take a look at it. Having all of your tools under a single roof allows you to save time and money.
User friendly, good functionality
What do you like best about the product?
I like how easy it is to search for a colleague or business associate in the system to call/transfer to rather than have to look up and type the phone number.
What do you dislike about the product?
That the disposition screen does not prompt you after a call - would be great if it flashed as a notification reminder that this has to be completed to clear your phone line after a call.
What problems is the product solving and how is that benefiting you?
The fact that the phone system has been made compatible with our new operating system to be able to pull client's accounts based on the phone number they are calling from is brilliant. It solves the issue of miscommunication or incorrect spelling etc when trying to pull up a member by name. It is also really beneficial to be able to mask the call when client is giving confidential information such as a credit card number, and also great that it is recorded otherwise, in order to document things like medical questionnaires in the system.
Recommendations to others considering the product:
Definitely an easy program to use, tracks productivity so from a management standpoint this is a great feature, as well as helps with time management and is really simple for all users to learn.
Best in Industry
What do you like best about the product?
We can track the performance of our team through incontact and evaluate the calls made.
What do you dislike about the product?
It would have been great to have the recording for at least a week.
What problems is the product solving and how is that benefiting you?
We are able to track the performance of our agents, the timings they dial and work for.
Recommendations to others considering the product:
Go for it without any second thought.
I use in Contact on hourly basis. It is a very useful reporting tool for me.
What do you like best about the product?
inContact provides the ease of reporting. I can pull very granular data to a birds eye view of my team metrics.
What do you dislike about the product?
I would like to see improvement is searching for a certain report.
What problems is the product solving and how is that benefiting you?
It is a platform that provide better metrics and help you find the trouble area to improve.
Works Well But Room For Improvement
What do you like best about the product?
User friendly, easy to navigate, straighforward operating system that is easy to learn and use without having to seek help to troublehshoot learning
What do you dislike about the product?
consistent login issues, freezes randomly for no reason, sound quality on calls can be questionable
What problems is the product solving and how is that benefiting you?
much easier to place outbound calls as compared to other similar programs, easy to track my call times and productivity
Visibility and Transparency
What do you like best about the product?
I like the reporting capability and data insight it provides on agent performance
What do you dislike about the product?
the display of the dashboard can improve for ease of use
What problems is the product solving and how is that benefiting you?
Communication with staff is easier with the level of data available
NICE inContact business review
What do you like best about the product?
the ability to see who is and isn't available to take calls. it is easy to transfer calls to other team members when you need assistance or they could better help the customer on the line. you can see which team members are on break, meeting, lunch, etc. in order to determine who to transfer the call to.
What do you dislike about the product?
sometimes connectivity issues, but may not necessarily be an inContact problem. sometimes when answering a transferred call from another department, the connection will break and the call will be lost altogether. i haven't come across many issues using inContact, the experience has been predominantly positive
What problems is the product solving and how is that benefiting you?
the ability to communicate with different departments. inContact allows you to take calls from customers and transfer them to the correct representative. it makes communication much easier between customer and employee. rather than communication through email and IM, i am able to speak with others while avoiding miscommunication through computers. overall, i would recommend inContact to another employer when looking for easy ways of communication.
Recommendations to others considering the product:
NICE inContact is a great way to connect team members and people throughout an organization when working remote or working in different departments. it's a great way for customer service to receive calls and transfer the client to the correct department in order to answer their question. it's also good to be able to transfer departments while the customer is on hold in order to transfer back to the customer with the answer they are looking for.
Incontact is awesome
What do you like best about the product?
What I like best with Incontact is the user friendly settings and features like auto-answer, message and call notifications both audio and visual.
What do you dislike about the product?
Login and loading time at the start of the shift takes too long sometimes.
What problems is the product solving and how is that benefiting you?
We are solving human resource solution in many parts of US and other countries. Using Incontact has made our job easier and smoother.
Recommendations to others considering the product:
Yes, I highly recommend Incontact with your business solutions.
Incontact Review
What do you like best about the product?
Nice Incontact has a wide range of subject matter experts in different areas of the organization that are willing to help drive your business forward.
What do you dislike about the product?
We've had some struggle with their PC Dialer over the last few years. With that said the company has been committed to improving the technology and meets with our team regularly to make adjustments and improvements.
What problems is the product solving and how is that benefiting you?
Prior to using Incontact we struggled to track performance, easily report on our business and drive improvement with our staff. Nice has a growing number of tools and enhanced technology that allows us to remain flexible in an ever changing environment.
Recommendations to others considering the product:
Nice Incontact is always looking to push their technology forward. They have several different releases throughout the year that improve upon the existing tools or roll out new things that typically come as a direct result of their customers ideas.
Proficient and ease with its capabilities.
What do you like best about the product?
It's performs the task expected by my company. It allows calls to be routed to all technicians. It makes changing status something down with ease and convenience. It allows us to be aware as to who is available so we would not disturb our colleagues.
What do you dislike about the product?
I've had issues where my calls do not connect when answering. I'm not sure if this is an inContact issue or with my internet or phone.
There should be accessible support or an FAQ when in the log in page. Some members of my team were able to integrate their inContact account into Salesforce, but aren't sure how they did it as it was so long ago. My inContact agent looks different from theirs as well.
For some reason, I have not had luck with making outgoing calls as well. It may just be user error, or the client hasn't answered when I've tried. I will concede to comb through the website to find my answers though.
There should be accessible support or an FAQ when in the log in page. Some members of my team were able to integrate their inContact account into Salesforce, but aren't sure how they did it as it was so long ago. My inContact agent looks different from theirs as well.
For some reason, I have not had luck with making outgoing calls as well. It may just be user error, or the client hasn't answered when I've tried. I will concede to comb through the website to find my answers though.
What problems is the product solving and how is that benefiting you?
We provide support for LMS. This allows contacts to reach our 24/7 support with one phone call. It also ensures privacy of technician contact information.
Recommendations to others considering the product:
InContact is overall a valuable an effective tool. I find it worthwhile, and I'm not even taking advantage of the full capabilities and potential. As previously mentioned, I have not been successful in implementing inContact into my Salesforce account. I'm going to blame it on user error. My colleagues have been with the company so long, that they do not remember how they did this. Those that have integrated inContact, however, are able to do their tasks with more ease and effectiveness.
While combing through their cases, the launch agent is available on their screen. They do not have to worry about adjusting windows. Whereas every time I navigate elsewhere, I have to make sure my inContact is visible.
While combing through their cases, the launch agent is available on their screen. They do not have to worry about adjusting windows. Whereas every time I navigate elsewhere, I have to make sure my inContact is visible.
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