NICE CXone Mpower
NICEExternal reviews
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VERY SIMPLE AND HELPFUL
What do you like best about the product?
It is very simple, quick, easy to work with, and efficient. Working with NICE for less than a year I havent had a problem and if the problem happened was because of the internet connection only not because of NICE per say.
What do you dislike about the product?
I don't think there something I dislike. The system is very helpful and there is nothing that needs to improve.
What problems is the product solving and how is that benefiting you?
Scheduling, switching scheduling, vacation planning. I can access from every where and I dont need much of assistance.
Recommendations to others considering the product:
I do not have any recommendations
Good Phone System for Business Use
What do you like best about the product?
What I like best about this phone system is that it is provided by my employer and easy to use, navigate and reach the customers and clients that I need to , when I need to. This phone has little-to-no glitches while using on a regular basis. I also like that I can talk to my co workers and make multiple calls and three way call my teammates, clients and customers.
What do you dislike about the product?
I do not like that I have to press the launch max button. When logging into all my systems, sometimes i miss that last step and so my time in que doesn't start to be counted until I'm back using the incontact app. when my boss looks at her dashboard to " see how I'm doing... I want the numbers to be as high as possible.
What problems is the product solving and how is that benefiting you?
we are solving the problem of having a way to reach our customers clients and other people that we need to call throughout the woork business days. we are able to call doctors offices and able to help them solve their professional problems such as claims, customer service, and educating them on our product, which we wouldn't be able to do without yours
Easy to Maneuver, and Even Great for Newer Employees
What do you like best about the product?
The way that NICE is set up, allows for customization for most any company. There are different modules that you can set up that will best meet your company's needs. The phone system allows for three different options, so the range of options that you have for your clients to reach a live person is vastly open. Our company uses the Integrated Soft Phone option, and because it's included in inContact, we don't have to use more than one company.
What do you dislike about the product?
Occasionally the call quality can be a little bit choppy in the first 30 seconds of a call, but not always. You have to account for clients that are in areas with bad service, but there are also times that the choppiness is from our end. This does clear up, and the quality is clear and our clients can understand every word we are saying.
What problems is the product solving and how is that benefiting you?
With NICE inContact, we have the benefit of monitoring all our staff, and how they are utilizing their time. We can compare numbers from the day, week, month, and even year before to see the progression of an employee and making sure they are taking around as many calls as all the other agents. We used another company before inContact and there were a lot of times the system went down, and being that we work for a hospital, this cannot happen.
Recommendations to others considering the product:
I would definitely work with NICE InContact, before spending a lot of money on another company that might not have as many features as this one does.
One stop shop for business integration!!!
What do you like best about the product?
I love the fact that you can use in contact as a call center option with auto answer if you want. This makes it possible for you to use less time converting calls so you can answer more calls. I also like the fact you can add contacts to your list that you may need to save right there while your on the call. Another thing I really enjoy is you can customize the look, feel and sounds of the phone system. You can out any type of ringer and back ground. I also like that you can integrate with other software like simple pledge script.
What do you dislike about the product?
I dislike that individuals can not customize their phone to their comfort for instance if I want to walk away from my computer in between calls and I have a bluetooth headset on, I want to be able to press a button on my headset to answer it instead of running to the computer when it rings to hit a button on the screen. In return that can make you miss the call because it took to long to pick up. I dislike also that you have to be the company to modify your settings and make them work like you want them to.
What problems is the product solving and how is that benefiting you?
I am solving having call barriers for different clients. All my clients have different needs meant for call handling. NICE Incontact makes all aspects doable for all individuals.
Recommendations to others considering the product:
Highly recommend!! This is amazing software for all your call center needs!!
Create own window
What do you like best about the product?
Agent Skilling is best part NICE INcontact
What do you dislike about the product?
I don dislike NICE Incontact, Better then other application
What problems is the product solving and how is that benefiting you?
Not facing any problem yet.
Recommendations to others considering the product:
Skilling in NICE In contact is easy and no need to open multiple window, We can create own window for different process
Easy to use, better than a landline
What do you like best about the product?
I like using my computer rather than a cell phone or landline. I need to make calls and put the data into my computer so it's easy to have everything in one screen
What do you dislike about the product?
Sometimes when I'm in another tab and a call comes in, it doesn't ring or let me know someone's calling it. The call gets dropped and I don't realize until I go back and check on the tab.
What problems is the product solving and how is that benefiting you?
I can call patients without using my personal phone or going in to work in person.
Recommendations to others considering the product:
It has been much easier than using a phone or dialer app. NICE in Contact has good quality of sound and it's easy to use.
Experience a new world of Contact Center with Incontact
What do you like best about the product?
Cloud Based software solution that enhances customer experience. Managing the entire contact center with ease. Easy to integrate with different CRM application like salesforce.
We are also experiencing seamless integration of Incontact with Survey Tools like ECHO and Satmetrix. Satmetrix helps the business to track all the surveys in one frame which in other way improves customer experience. The other key integration we have is Incontact with Work force (WFM). WFM extracts all the necessary information from Incontact to publish the exact schedules and forecast for the agents.
We are also experiencing seamless integration of Incontact with Survey Tools like ECHO and Satmetrix. Satmetrix helps the business to track all the surveys in one frame which in other way improves customer experience. The other key integration we have is Incontact with Work force (WFM). WFM extracts all the necessary information from Incontact to publish the exact schedules and forecast for the agents.
What do you dislike about the product?
The updates on entire application should be more frequent may be a monthly update rather than a quarterly update. The quarterly update details are not descriptive enough on the help portal. From business prospective we need detailed steps for each enhancements.
The options related to Single sign on should be improved for Incontact.
Communication is one of the key aspects where i want to see an improvement. Whenever there is planned event from Incontact, we are clueless about it and that result in Impact of the functionality of the application.
Support option on end to end ownership. Incontact Support team should have the ownership of reported incidents.
The options related to Single sign on should be improved for Incontact.
Communication is one of the key aspects where i want to see an improvement. Whenever there is planned event from Incontact, we are clueless about it and that result in Impact of the functionality of the application.
Support option on end to end ownership. Incontact Support team should have the ownership of reported incidents.
What problems is the product solving and how is that benefiting you?
Responsible for managing the contact Center in Honeywell. We address all the types of issues raised by Business while using Incontact. We also offer them to use applications like Salesforce agent where the agents do not require to switch between multiple application. Studio in Incontact helps us to improve and update the call flows seamlessly. We also offer our business on using QC (Quality Central) integrated with Incontact, to review the call recordings and evaluate them.
Recommendations to others considering the product:
One of the best cloud based solutions available in Market.
Great Experience
What do you like best about the product?
I love the functionality and how we are able to monitor our agents and view what they are seeing as they take calls. This was very important to use to provide the very service to our customers.
What do you dislike about the product?
I don't dislike anything at this time. This has been a great addition to our team.
What problems is the product solving and how is that benefiting you?
We are able to provide better feedback to our agents and improve our quality. We are able to monitor our phone lines closely and provide back ups as needed. The skilling feature is so easy to use.
Excellent product!!
What do you like best about the product?
It's so easy to use, we never have any issues. It is also very reliable. It greatly helps our operations on the floor. We have been using incontact for years and I have seen development on both sides with using the platform. Being able to go in and see every action the agents take is extremely helpful and to be able to see what they are doing. The GUI is very appealing and doesn't cause any strain on the eyes whatsoever. It would be nice if Incontact had a dark mode built in though, I usually use dark reader and still looks very good with that running in the background. I like how easy it is to chat with a support agent if we ever need one for any kind of issues that we may be having, you just log in and start chatting, just like amazon.
What do you dislike about the product?
It has some interoperability issues, but overall is good software to use. Agents sometimes have issues with audio, but that is rare. I wish when I called in to support for like the tenth time they would recognize who I am instead of having to tell them I'm authorized on the account every time. I actually am authorized on the account, but every time I call it takes too much time to hash that out and explain everything. I wish that I could listen to calls while in the available state, even though you may get another call, I would still like the ability to do that.
What problems is the product solving and how is that benefiting you?
It has been a game changer for our company. We are able to track and pull data and have great communication across our company. I don't think there is any chance we would switch away from incontact, but omni channel has caused some issues. It seems that there are some key differences between single channel and multi channel. It would be good if you could go in and change the state of the agent instead of having to wait for them to do this. That would make operations a lot smoother.
easy to work
What do you like best about the product?
checking hours and signing up for extra hours is a breeze
What do you dislike about the product?
nothing, everything is so simple, and it is very easy to navigate.
What problems is the product solving and how is that benefiting you?
I just signed up for it today, so im not yet familiar with it
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