NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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Most innovative and most reliable system!
What do you like best about the product?
I like how user friendly the system is! It's simplistic yet advanced enough to track how busy we are individually and collectively! I also like how it groups our entire call center. Not only does our manager see our status but we can look to see if other agents are in a call or if they are in a meeting. It really helps all of stay on one accord.
What do you dislike about the product?
Not to many things i dislike about the system. Its reliable and user friendly! I don't see any thing in particular that I dislike about the system just some recommendations that I have for more of the back end and quotas purposes.
What problems is the product solving and how is that benefiting you?
We are able to help a lot more customers with NICE inContact. We are saving time and increasing productivity, which the bosses love! Another time save about the system is that training new comers is so efficient and easy!
Recommendations to others considering the product:
I would recommend that our call history would be viewable for the entire session. instead of just two or three of the last calls. I would also like to be able to see what call is holding in what specific queue outside of the queues that re accessible to me. When a call is holding it is sometimes not shown where it is holding because a certain agent does not have access to the at specific queue.
Quality customer service in a touch of a button.
What do you like best about the product?
Easy to use. Very easy to navigate. Reports can be run easily for management.
What do you dislike about the product?
From time to time, services will get disrupted due to a bad connection.
What problems is the product solving and how is that benefiting you?
Management of customer phone calls. You can even assign and isolate Spanish calls from the rest.
Recommendations to others considering the product:
If you're looking for a quality software and services for your customer service needs, I would be recommending the NICE InContact. It's user friendly and very easy to use and manage.
Advanced Technology, Amazing for the job that needs done!
What do you like best about the product?
I like that incontact pulls up the contact details with all the other files attached to it as well and the names and other cars associated that we have listed known for the customer it allows for a smoother ride into the pitch and I believe does allow me to get more pitches out.
What do you dislike about the product?
There do seem to be more issues with this system then the one we used before, more system glitches, or phone problems associated with the incontact, phone goes out more often, sometimes having connectivity issues where the customer cant hear me or i cant hear the customer or dropped phone calls are a frequent issue.
What problems is the product solving and how is that benefiting you?
other cars associated that we have listed known for the customer it allows for a smoother ride into the pitch and I believe does allow me to get more pitches out.
Life changing from in office to home.
What do you like best about the product?
I like how easy it is to use this service. The customer service we are able to provide is all because of this platform.
What do you dislike about the product?
I use to like that i could hop from call to call without having to disconnect the call. I now have to disconnect to join in another call.
What problems is the product solving and how is that benefiting you?
I am able to monitor my agents without interrupting the call in process. i can hop on to coach without getting the customer to step in.
Makes life at work a lot easier!
What do you like best about the product?
This program has taken over an old software we used to use. This program has all the bells and whistles. The best part of it is that it's a web-based program and it is likely to remain connected at all times when connected to the network. The sound quality is what really gets my attention as it works very well. I don't need to have my volume all the way up and the customers can hear me just fine.
What do you dislike about the product?
Sometimes when trying to answer a call the answer button freezes and it appears to refuse the call when it really was just stuck. At other times the ringing chime gets really loud for no reason. I wish there were more chimes to change the ringing tone. A miniature pop window would be very helpful as it can be put in the corner of the screen and easy to access. Customization would also be nice since everyone works differently.
What problems is the product solving and how is that benefiting you?
This program has solved problems such as commitments. It allows the user to set up a commitment and it will remind you when you need to send an email or make a callback to a customer when necessary. It has allowed the users to have a better address book when needing to reach coworkers in a rapid timely matter.
Recommendations to others considering the product:
There is no other software that I would use other than using NICE inContact. It's simple and the user interface is what makes it all better.
Very easy to use
What do you like best about the product?
That it is amazingly easy to use and it shows you clear stats
What do you dislike about the product?
sometimes takes a long time to log in the profile
What problems is the product solving and how is that benefiting you?
Emailing Customers about any inquiry that they are experimenting
useful
What do you like best about the product?
the user interface and data, it is very simple to use
What do you dislike about the product?
the amount of times it glitches out of the system and calls drop due to connecting legs
What problems is the product solving and how is that benefiting you?
call center from home works best
Great Product for every job!
What do you like best about the product?
I love the user friendliness it provides and with all the flexibility it provides, it's amazing.
What do you dislike about the product?
Button layout is a little difficult to get use to and accidentally click several buttons when there are lags.
What problems is the product solving and how is that benefiting you?
Calling people and being able to disposition the calls is amazing!
Good and fast system, enjoy using it, multifunctional
What do you like best about the product?
Ultimately we can get things done faster in queue
What do you dislike about the product?
Haven't found anything yet as to what works well and what doesn't, its even across the board
What problems is the product solving and how is that benefiting you?
Faster turn around times. Able to switch from one caller to the next while also able to switch to break (lunch and bathroom) Makes it much easier and its a better way to track employees as to where they can reach them at if they had questions.
Efficient
What do you like best about the product?
Ease of access. Decent Fonts. Smooth flowing operation.
What do you dislike about the product?
Would like to be able to make a dark background.
What problems is the product solving and how is that benefiting you?
Routing phone calls, tracking schedule and call metrics
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