NICE CXone Mpower
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NICE CXONE Review
What do you like best about the product?
Notified when outages
Reporting metrics
Reporting metrics
What do you dislike about the product?
-IVR setup process
no technical support
no technical support
What problems is the product solving and how is that benefiting you?
call categorization / reporting by client
customizable reporting
customizable reporting
The dashboard is useless...it stays up about 5 minutes before it logs out.
What do you like best about the product?
I love the idea of it but it is not helpful if it logs out all the time
What do you dislike about the product?
disappearing dashboard drives me crazy. I answer calls for 3 products and I need to know which one is calling.
What problems is the product solving and how is that benefiting you?
Problems are mostly the dashboard feature timing out every few minutes. Also if a call is unidentified the system makes you put in a reason for the call before you can get out. Time consuming and unnecessary.
Efficicient and Effective
What do you like best about the product?
I use NICE daily and like how it is efficient and effective it allows me to pull individual reports as needed and to monitor my team as a whole
What do you dislike about the product?
NICE lags some times and locks users out of the system when it goes down, hard to manage
What problems is the product solving and how is that benefiting you?
Time management with my team, monitoring phone calls and prosuctivity
A Mixed Bag
What do you like best about the product?
The ability to answer e-mails, calls, and text messages all in one.
What do you dislike about the product?
There are various issues that I have a problem with. A lot of it involves dropped calls and the inability to make calls while being in certain statuses.
What problems is the product solving and how is that benefiting you?
It's no greater or worse than the systems I've used in the past. It allows me to do my job but there are flaws like any system. Being internet-based it's prone to disconnects and lag, there are certain times where I can't go into a status or make a call, it's a mixed bag.
Recommendations to others considering the product:
It's a mixed bag, no worse or better than any other option. It has its fair share of strengths and weaknesses.
innovative and easy
What do you like best about the product?
the access speed of information you need
What do you dislike about the product?
Can be a bit confusing but after the learning curve it is a breeze!
What problems is the product solving and how is that benefiting you?
Metric handling and being able to give insight to agents that need it has posed no problems.
My experience with NICE CX One has been phenomenal.
What do you like best about the product?
The MAX Agent is extremely helpful. I love being able to make calls through it
What do you dislike about the product?
I think that there needs to be a better interface for the max agent
What problems is the product solving and how is that benefiting you?
We're using the max agent to make calls. It benefits me because I don't like using my personal phone for work
NICE CXone is a valuable tool for the modern workplace
What do you like best about the product?
CXO is extremely helpful as a softphone for customer support & call center environments. Its call forwarding & call conferencing features are far easier to use than anything I've come in contact with in the past!
What do you dislike about the product?
The only issue I've had with the software is that it's (for our systems anyways) available primarily as a web browser window vs. actual PC software. That generates some trouble for me since it becomes difficult to keep up with calls without browser windows like Chrome having any features available to pin my CXOne browser window to the front of my desktop.
What problems is the product solving and how is that benefiting you?
I've been able to successfully log calls, follow up with customer accounts, and complete virtually everything needed to perform my role as a customer support representative.
Recommendations to others considering the product:
Consider what your company requires to be successful in the realm of telecommunications. If there are a large number of remote workers or personal equipment that may be necessary to tackle the inbound call center needs of your organization, consider NICE one of the very best!
Simple and easy
What do you like best about the product?
How easy it is to transfer calls to other departments
What do you dislike about the product?
Technical issues experienced while using InContact
What problems is the product solving and how is that benefiting you?
Technical issues experienced with transferring calls or picking up calls
Very Nice
What do you like best about the product?
I like the quality of the mic. The sound is excellent!
What do you dislike about the product?
I dislike the delays when answering a phone call.
What problems is the product solving and how is that benefiting you?
We are solving customer service answers. I have experienced my benefits with communications.
NICE CXone, is it meant for you?
What do you like best about the product?
The buttons are nice and crisp! The fact that the volume is right on front and the big red hang up button is nice as well.
What do you dislike about the product?
The main issue I have with it is it takes control of the inbound volume so if you are using zoom and taking calls, it takes priority. It can be almost impossible to hear team members and that makes things difficult.
What problems is the product solving and how is that benefiting you?
Its something we use at work. As far as any REAL benefit to it, it acts as a softphone for us and i havent used any other softphone in like 20 years. Same applies for any realizations persay.
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