NICE CXone Mpower
NICEExternal reviews
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Bringing all ends together
What do you like best about the product?
Incontact is one integrated tool for all departments of the contact center
What do you dislike about the product?
It is not that we dislike , we need few more reports to be available as a preset report than to create a custom one or some times we are not able to build it
What problems is the product solving and how is that benefiting you?
Productivity management, Quality control and WFM. It is one integrated tool for all departments of the contact center
Recommendations to others considering the product:
Incontact is one integrated tool for all departments on contact center like the Admins, Supervisors, Quality Assurance, WFM and to the end user , the agents on the phones. It is simple to use and the ease of access with it being an integrated solution makes it an excellent product.
My Experience with NICE
What do you like best about the product?
It times your breaks, your calls and it is very simple to use.
What do you dislike about the product?
The dispositioning can be testy at times.
What problems is the product solving and how is that benefiting you?
With Nice I am able to deliver customer friendly calls.
Streamline and easy access to all of my information
What do you like best about the product?
That all of the information I need is quick and easy to access.
What do you dislike about the product?
As I am new to it, it hasn't had too many downsides yet.
What problems is the product solving and how is that benefiting you?
I utilize it to see who is on the phone and how long call wait times will be
Recommendations to others considering the product:
Keeo the tool up and refresh often to stay up to date
Everything I Need
What do you like best about the product?
I like the ability to transfer a call to a pier using just the agent's name. This can assist in tailoring specific customer requests.
What do you dislike about the product?
I wouldn't say I like that I have features that are turned off, but that is a feature for managers to simplify the program. Sometimes a tab gets stuck open and will have to close and reopen the client.
What problems is the product solving and how is that benefiting you?
I've been solving all sorts of customer problems with NICE inContact. This benefits our customers and creates extraordinary experiences for everyone who contact us.
Review for NICE in Contact
What do you like best about the product?
NICE helps me remember my schedule. It even sends reminders. NICE lets me see the days that I have off. NICE lets me take off on the website and lets me use PTO on the website. It shows if my PTO request was approved or denied and also shows my stats viewer. In stats viewer it shows my stats for the day and shows if I have met my goal for the day or for the week. It also shows schedule bidding for if a schedule bid comes out I can be the first to bid.
What do you dislike about the product?
NICE goes down sometimes and doesn't work sometimes. NICE also sometimes doesn't show my schedule or if they do show my schedule. That is a problem for all websites though not just NICE inContact.
What problems is the product solving and how is that benefiting you?
The benefits with NICE is that it always has my schedule on there. It always has schedule bidding on there and also has my stats on there. My stats help me see if I have met my goal for the week, the month, or the year. It also notifies you when you log in and open the website, it shows if your schedule has changed or if anything has changed. It also has a calendar where you can see your schedule for the month. It shows you your breaks when it is time to take a break at work and will also send a reminder to your computer when its time to clock in or clock out.
Recommendations to others considering the product:
USE IT!!
Powerful tool for an enterprise grade company!
What do you like best about the product?
NICE InContact allows me to manage the productivity of my team members. It gives me access to real-time and historical data that I need to use in my coaching conversations with my team members. I also use this platform to listen to calls (again, both real-time or on-demand) which helps me in developing the skills of my team members more.
What do you dislike about the product?
While the dashboard is fairly intuitive, there are times when I can get lost on some of the more complex functionalities. Maybe a UI edit can be done.
What problems is the product solving and how is that benefiting you?
NICE InContact is beneficial for both in-office workforce or those in a WFH setting. Even if you run a hybrid environment, the user and customer experience is the same. It allows us to handle customer inquiries seamlessly and integrates with the other tools we have currently.
I would highly recommend NICE inContact to any type of buisnes for how simple and easy it is
What do you like best about the product?
How easy and simple you can read charts about your stats
What do you dislike about the product?
I dislike that sometimes it has glitches on the phone email and they do not disappear unless you restart it
What problems is the product solving and how is that benefiting you?
It's usually emailing to the customer about any general inquiry.
Nice inContact Review
What do you like best about the product?
I like how you're able to get all sorts of data from inContact. If you use this tool within a WFM environment, you will be able to get all the data you need to create reports and anaylise a lot of information.
What do you dislike about the product?
There's no quick guide to know how to use most of the tools available, it'd be great if that could be added to at least know how to use the tools within inContact.
What problems is the product solving and how is that benefiting you?
The need for information to create reports from WFM and analyze call center intervals. InContact allows you to perform a lot of tasks on a real-time basis.
Recommendations to others considering the product:
If you're considering yo use Nice inContact your team will be able to run all the reports needed to know how well are the agents performing and will be able to work with an agent on a real-time basis.
NICE inContact CXone
What do you like best about the product?
Easy to use interface
Ability to create customer reporting
Multiple tools for management purposes
Ability to create customer reporting
Multiple tools for management purposes
What do you dislike about the product?
Redial button should always be available after a call drops
There should be a longer wait for agents to input notes.
More filters to use when searching through call history
There should be a longer wait for agents to input notes.
More filters to use when searching through call history
What problems is the product solving and how is that benefiting you?
Reduced cost of improved customer experience
Incremental gross profit
Reduced contact center cost
Incremental gross profit
Reduced contact center cost
Recommendations to others considering the product:
It did not take long to understand the software as there is not much difficulty and everything is easy to follow. The function of MAX is also very nice, it is the main tool used by us to make calls and connect the team together.
very easy to use and it almost never fails
What do you like best about the product?
the practicality that is to use it and it does not take long to get used to
What do you dislike about the product?
it is not compatible with my headset to answer calls automatically when putting it on
What problems is the product solving and how is that benefiting you?
i love that you only have to be connected to the internet to be able to use it no other systems are needed
Recommendations to others considering the product:
have a team expert using in contact for all the doubts that might come up
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