NICE CXone Mpower
NICEExternal reviews
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Engaging Call Taking Platform
What do you like best about the product?
I love the interface of Nice in Contact! In addition to the ease of accepting calls and placing outbound communications- it provides a user friendly view of upcoming tasks, recent interactions, and even a snapshot of your schedule for the day. As a help desk analyst- it keeps my motivated!
What do you dislike about the product?
I least like the outbound call interface. I feel like the verbiage and placement of the select a skill/ select an agent options are out of place. The dial pad should be more easily accessible.
What problems is the product solving and how is that benefiting you?
I am working through navigating the interface through repetition. When I find that I need to place outbound calls or do transfers I am watching the machine to see how the process is delayed, consistent, etc.
Recommendations to others considering the product:
Nice in Contact wins at keeping users engaged by showing a projection of the workday and opportunities to work on multiple projects at once . It is extremely attractive and user friendly.
Very user friendly, easy to navigate, big enough font.
What do you like best about the product?
The accessibility of navigation through features.
What do you dislike about the product?
That length of time between ACW and going back to available.
What problems is the product solving and how is that benefiting you?
Any customer issues that come up.
I love how the program allows us to continue to work while at home
What do you like best about the product?
ease of use of the program for the most part and that I can see my daily work progress and calls made or taken.
What do you dislike about the product?
That on some days an extra box pops up on the side requesting case numbers( we do not use this feature) and would like to be able to transfer calls to co workers easier without the call dropping
What problems is the product solving and how is that benefiting you?
Working from home, this program has made it easier for us to continue to do our job
Recommendations to others considering the product:
If you want the ease of using this program for employees working from home then I highly suggest this program. It also helps track your calls inbound or outbound and can also see your work production.
Tool provides details of everything that is required in a single pane of glass.
What do you like best about the product?
Able to login using the company email and doesn't require any extra efforts of validation to login. User friend and east to use the Application. Simple one-click operations and quickly gets into the login where you need to be. The reporting option has the basic details that can be fetched as per the privileges given to the users for their own reference understanding of the timings. This also fits perfectly with other integrated tools for the call routing using the ACD service and this becomes simpler to use and get going with this.
Usage of the App fits perfectly for the organization and is working efficiently as required.
Usage of the App fits perfectly for the organization and is working efficiently as required.
What do you dislike about the product?
In-depth analysis for of the timing parameters could be made available to the respective agents so that they are able to understand where the time is invested and how to improve on the working and get better at the time management part of the whole workday improving the quality of work and making the best use of the available tool to do so.
Not much of customization made available that causes lots of problems when coming to the overall reporting part to show the management the in-depth analysis that is required
I don't handle the commercial part nor have any ideas, but from what I been hearing. the pricing of the tool is a bit on the higher side and could be reduced or the features and the services provide should be improved to match the value that is being paid.
Not much of customization made available that causes lots of problems when coming to the overall reporting part to show the management the in-depth analysis that is required
I don't handle the commercial part nor have any ideas, but from what I been hearing. the pricing of the tool is a bit on the higher side and could be reduced or the features and the services provide should be improved to match the value that is being paid.
What problems is the product solving and how is that benefiting you?
We are using NICE InContact for the incoming call from the customers in case of an Emergency of any active DDoS Attacks and has been functioning well without any issues and also sents out notification emails if there are any calls that are missed. A great tool.
The Max Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado.
The Max Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado.
Recommendations to others considering the product:
It would be a perfect tool to be used for the call integration part and works flawlessly with the integration of other tools as well. If you are looking for a solution to be deployed in your organization this is a good option to go with. If you are already using any existing system, then you can get those replaced with this, and it's much better than any other system that I been using.
Apart from the less visibility into the analytics part, everything works well, based upon the service, and the features you chose the options varies and can be of great use when using the tool to the best of knowledge and make the most of that.
Apart from the less visibility into the analytics part, everything works well, based upon the service, and the features you chose the options varies and can be of great use when using the tool to the best of knowledge and make the most of that.
Great Way To Manage Agents & Productivity!
What do you like best about the product?
I find the accessibility of many types of reports that I can pull and the seamless management of productivity on my agents to be very helpful in using NICE inContact. I also like how we can manage our agent's time cards right from the platform itself as well. It's also very simple to manage the skills that agent's have and changing them for example in moving their skill sets from being chat agents to call center agents and vice versa. Overall, the NICE inContact has become the number one program our agents and supervisors use on a daily basis.
What do you dislike about the product?
I find that at times inContact does have some delayed information it's dashboard and our agents at times do experience connection issues which can be a downside at times as it takes away some of the reliability of the platform itself. Another downside to NICE inContact is that it only works on Google Chrome and cannot be used in any other browser such as Edge, Safari, or Firefox. This has created a situation at times for us when onboarding new agents when they do not have Google Chrome downloaded or just are not used to using the browser in general.
What problems is the product solving and how is that benefiting you?
A huge problem NICE inContact solves is giving us the power to have our agents work from home on their own devices as no downloads are needed to use the program. NICE inContact also does not just do calling but also does chat, which has been great to have both communication methods in the same platform especially when needing to move agents from one skill set to another.
Globally Connected through incontact
What do you like best about the product?
I like that even if I am based in a country different to my main customers I can be connected to them.
It is very friendly to use when making and receiving calls, even when transferring. I have used other programs in the past and the transferring was always hard and many calls were lost.
This app also integrates Sales force, whenever we receive a call from a customer a Sales force window will open with the customer's information saving time and effort. It makes is easy to just jump directly into the conversation with out asking to much questions or validating.
Easy to use, I think I learned in one day and the next I was using it.
It is very friendly to use when making and receiving calls, even when transferring. I have used other programs in the past and the transferring was always hard and many calls were lost.
This app also integrates Sales force, whenever we receive a call from a customer a Sales force window will open with the customer's information saving time and effort. It makes is easy to just jump directly into the conversation with out asking to much questions or validating.
Easy to use, I think I learned in one day and the next I was using it.
What do you dislike about the product?
I do not like that I have to use it along with CXone to connect to calls, it would be easier to just use inContact for all.
Sometimes ruining reports for analytic purposes is a bit hard.
I am not sure if the "Feedback" button even works, I have reported to connection issues while on a call, but I never received a confirmation email or something that would indicate it was being worked on.
Sometimes the dashboard freezes, and there are ghost calls waiting and it is a bit confusing, it can stay there for a whole day.
Sometimes ruining reports for analytic purposes is a bit hard.
I am not sure if the "Feedback" button even works, I have reported to connection issues while on a call, but I never received a confirmation email or something that would indicate it was being worked on.
Sometimes the dashboard freezes, and there are ghost calls waiting and it is a bit confusing, it can stay there for a whole day.
What problems is the product solving and how is that benefiting you?
I can be connected to my customers as if I were physically located in their countries. Hence, the connection and callbacks are very easy, no need to know the country codes or area codes.
Administrators can see in real time the metrics of the agents as you can customize the dashboard to show all of the agents and their actives, whether they are available or not.
I still have not used it as its full capacity, but little by little we discover new features that makes it easier during the call.
Administrators can see in real time the metrics of the agents as you can customize the dashboard to show all of the agents and their actives, whether they are available or not.
I still have not used it as its full capacity, but little by little we discover new features that makes it easier during the call.
Easy to use and intuitive controls.
What do you like best about the product?
Very simple to use, It has tools that really assist you in the current volume of calls and to control the info needed for customers to call back, I also really enjoy that there is a dark mode. I find in lots of program i am having to use some sort of third party program just to make the UI being white not blind me.
What do you dislike about the product?
Honestly I can't think of anything that really is a dislike. adding the ability to control the Beeps volume for incoming calls would be nice. The support its very good as well.
What problems is the product solving and how is that benefiting you?
Easy to use interface that helps with call flow and made taking and dial calls very easy. everything just makes since with this program. its all laid out in a very easy to process.
Recommendations to others considering the product:
Easy to use program as the end user, has good feature that were manged by other software in the past. Nice to have everything i need all in one place. This tool is really the all in one software. If your company is looking for a great all in one program for call delivery this is by far the best one i have ever used. Its easy to understand and get training on how to operate and contains very useful tools that an call agent could be very happy to have. The sleek and Easy to read design is very refreshing, most tools i have used in the past are very old and require a lot of training to actually be able to use those programs
NICE inContact is easy to navigate
What do you like best about the product?
NICE in contact has a very simple interface. It is easy to create custom reports and see call statistics. The interface is clean and easy to understand and very customizable. The soft phone provides a lot of information such as the number of agents on the line you are calling, the estimated wait time, who is currently holding on that line and for how long.
What do you dislike about the product?
Unfortunately, with my company's roll out of NICE in contact, we were not given direct extension capability makes it difficult to receive a call back. As such we still have to rely on a physical phone system in order to hear voice mails. I am not sure if this is the case across the board for NICE in contact or if it is just how my company set it up. Otherwise, I would also like the capability to create custom speed dial choices in the soft phone. The soft phone is great for calling departments within the company but for calling outside the company, it would be nice to select a custom option rather than entering in the phone number manually.
What problems is the product solving and how is that benefiting you?
Queue statistics and centralized phone system
Recommendations to others considering the product:
Explore all your reporting capabilities. There are a lot of pre built reports to run and you can create custom reports as well so it should seamlessly satisfy any reporting requirements.
User friendly
What do you like best about the product?
incoming calls and able to search for the indivduals pretty easy that you want to call
What do you dislike about the product?
when it crashes which fortunately doesn't seem to happen very often, also does an additional ring sometimes after accepting the call to answer
What problems is the product solving and how is that benefiting you?
I like that it reacts to you dialing immediately
It works ...most of the time
What do you like best about the product?
It's easy to use and appearance is nice on the eyes. I can watch my teammates to ensure they don't need any help, and anticipate if there are calls coming in, or how long I might have between calls. This is really beneficial as I am also going to school so I can do homework between calls.
What do you dislike about the product?
I have audio issues often and my peers also have lag issues. I have to clear cache and cookies multiple times per day, and often my customer cannot hear me when they call through. I've gone through two computers and three headsets but still can't seem to get through a full day without technical issues. I don't mind, but it's a waste of company time.
What problems is the product solving and how is that benefiting you?
I do not handle these things, my manager does. I believe my manager is working with someone from NICE inContact regarding some of the other issues that employees have been having including connection issues, lag, getting kicked out, having to log out between calls, having to restart computer to resolve audio issues...
Recommendations to others considering the product:
Have great quality equipment.
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