NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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very reliable
What do you like best about the product?
how quick it is and how reliable the software is
What do you dislike about the product?
sometimes you get a blue screen and cant do anything which makes you stuck
What problems is the product solving and how is that benefiting you?
call queue and call center
NICE
What do you like best about the product?
The phone system is very straightforward to use
What do you dislike about the product?
The fact that you can't use 'ENTER' to dial
What problems is the product solving and how is that benefiting you?
Able to call out to our clients and able to accept incoming calls and chats
This system was a game changer for me when company switched......
What do you like best about the product?
The ability to see what other agents we have available within the company that can take phone calls as well as all the features that it offers like messaging, voicemails, meetings etc
What do you dislike about the product?
The way all numbers show up the same within our lines - it doesn't display inner office calls, which would be a big help!
What problems is the product solving and how is that benefiting you?
I solve tons of problems daily, but I am only able to do so very seamlessly simply because of all the features that I have within the contact center!
Recommendations to others considering the product:
This system made my work life more manageable, and with being in a remote position in these different times, we are all experiencing that is a huge deal! Ease of use is the best part. Even beginners can navigate and operate this program/system.
Simple and easy to understand, with various useful features.
What do you like best about the product?
The ability to connect to launch max very quickly and simply.
What do you dislike about the product?
There isn't much in which I dislike, however, if I had to say it would have to be the occasional system errors which occur from time to time.
What problems is the product solving and how is that benefiting you?
To be able to connect and accept calls with my occupation.
Recommendations to others considering the product:
To ensure to get down the material first and to understand the functions clearly before using it.
Great multichannel app
What do you like best about the product?
All of the reports available and all options to create a custom report, InContact really covers all alternatives. All dashboar widgets are very useful and can be customized wich make it easier to have a broader view of operations. The supervisor console works great and really provides all options to monitor agents, the "barge" option is one of my favorites because you can keep the agent on the line and continue over a phone call, that works great for coaching opportunities.
What do you dislike about the product?
At ocassions it's hard to connect the soft phone through the supervisor console, it can take a couple of tries for the soft phone to be connected succesfully. The widgets available on the dashboard are very useful. However, when it comes to the "Agent List" widget, it would be very useful if it had a "sort" option on the headers, that way it can be soarted by state or time and I could keep a closer track of the unavailable statuses. Also, on the "Agent list" widget, would be a great option to have the option to highlight an agent that has exceeded an specific time code, according to the company's policies. It would be great to have a "Bradcast" option, so in case we have an urgent message it can show up as a pop up on the agents profile, making it almost impossible for the agent to miss it.
What problems is the product solving and how is that benefiting you?
Occasional downtime
Recommendations to others considering the product:
Go for it!
Sound issues are really holding me back
What do you like best about the product?
User Friendly easy to transfer and easy to navigate
What do you dislike about the product?
Soud issues i have are really holding me back.
What problems is the product solving and how is that benefiting you?
IT Not many yet
Easy to use platform
What do you like best about the product?
I like that everything is simple and easy to use. I never have any issues.
What do you dislike about the product?
I can't really think of anything that I don't like about this system.
What problems is the product solving and how is that benefiting you?
I am able to help my clients solve all of their issues and tend to all of their needs.
Recommendations to others considering the product:
It is so easy to use and support responds quickly
Easy to Operatoe
What do you like best about the product?
It is very simple to use, and has a lot of features
What do you dislike about the product?
I wish it would start ringing when you hit the enter button on your keyboard
What problems is the product solving and how is that benefiting you?
Easy calling, and call history
The working experience is outstanding
What do you like best about the product?
Support is given remotely. -Work from home set-up during pandemic
What do you dislike about the product?
The Security team here is good but needs a lot of maturity
What problems is the product solving and how is that benefiting you?
No established process yet for most of the supported products and features.
Recommendations to others considering the product:
yes
NiceCXone review from Walmart user
What do you like best about the product?
I enjoy using InContact for analyzing inbound and outbound call traffic. The call audio feature is a high-value tool from a customer care process improvement standpoint.
What do you dislike about the product?
The UI for InContact is not the most intuitive. In many ways, the UI can be developed with less select options on the main page to make the workflow more seamless.
What problems is the product solving and how is that benefiting you?
Listening to call audio and segment call traffic based on business criteria to figure out customer issues.
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