NICE CXone Mpower
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Great service, not perfect
What do you like best about the product?
The dashboards, being able to see what my agents are doing and how they are spending their time.
What do you dislike about the product?
It seems that sometimes the priorities are messed up and I want an agent to grab a call out of a specific queue but can't seem to get that call.
What problems is the product solving and how is that benefiting you?
It is helping with WFM, I can see when my agents are on break, and make sure they are being productive.
I wish I could see a week at a time on one page.
What do you like best about the product?
I like to see the time bar to show where I am at in my daily schedule.
What do you dislike about the product?
I can only see one day at a time. I wish I could see a week or a month at a time.
What problems is the product solving and how is that benefiting you?
It keeps me up to date with my work schedule and breaks and lunches.
My Experience using NICE CXone in call center using Auto Dial
What do you like best about the product?
That is fairly easy to navigate and it is very simple design.. I would like to see more features available to more advanced users
What do you dislike about the product?
The pop ups of customers contact infor pops up on all the dial calls. Then some of the features and options in the software are complicated and could be made simpler
What problems is the product solving and how is that benefiting you?
The soluton that NICE CXone gives the agents the information of customers they are calling at their finger tips.. No searching around for it you have all the information on the custers always at your finger tips
Works great for our monitoring and reporting needs
What do you like best about the product?
I love how simple the dashboards are to read and interpret. We love the graphs and visual representations of calls holding in our queue. I also love how we can make multiple dashboards for multiple departments. It helps to keep everyone in line and aware of where they and others stand. That also helps to promote healthy competition.
What do you dislike about the product?
Would like the reports to be easier to access. It was a little hard at first to understand how to pull calls. I still find myself copying and pasting the number I am searching for in all fields until the call appears. I would like a more in-depth tutorial when first getting this product on the benefits and processes for pulling reports. This would be great for future users.
What problems is the product solving and how is that benefiting you?
We are solving how to keep our team motivated and connected to where we are for the day. We are able to address our call abandonment and run reports that can help us recognize trends in call volume on an hourly basis. This helps us to ensure we are properly staffed and helps us to anticipate what days will be busier throughout the year. We have been able to improve our coverage and even start small friendly competitions based on the information we are able to extract, Also the ability to pull calls helps us to improve our customer service and monitor our employees to ensure every customer is being addressed and helped in an efficient and friendly manner. This ability has helped us to be able to do call Q&A. It is over all a great product.
Usability & Concepts
What do you like best about the product?
Practicality in creating views on the panels.
What do you dislike about the product?
Visualization of queues and their indicators, call history reports with time counters starting at the IVR, static panel projection.
What problems is the product solving and how is that benefiting you?
Problems with instability in the telephone system, constant "silent" calls, the need to perform updates on Windows when the user changes stations, cache cleaning.
Recommendations to others considering the product:
It meets the needs for call center management, but still needs to improve usability and concepts regarding Pauses and better real-time visualization. The online listening features are great, easily accessible, with clear audio, and allow interventions with the service staff without the client on the other end being able to hear.
Voice Admin
What do you like best about the product?
The ease to access all items, It is also very user friendly.
What do you dislike about the product?
At this moment, i received access to Nice CXone just yesterday so there is nothing i dislike as of now.
What problems is the product solving and how is that benefiting you?
The help option in the top right when seeking more in-depth detail on a subject comes in real handy for new users like me!
Recommendations to others considering the product:
If you already use Nice for your recording platform and Cisco systems, there are always secondary options out there.
Decent call center solution.
What do you like best about the product?
The UI is nice and easy to navigate. A lot of prebuilt reports.
What do you dislike about the product?
Uses Chrome to run the MAX client, instead of an actual pc application, thus created a lot of unnecessary issues.
What problems is the product solving and how is that benefiting you?
Nice is our current call center solution and it is a decent product when it works. We are using audio, chatbots and email function on NICE.
I am satisfied with the service
What do you like best about the product?
I like how clear the calls come through. There are many auxilary options. The ring is very loud. I like being able to see my stats and how many calls I have taken for the day.
What do you dislike about the product?
I wouldn't say I like how there are few ring options. Sometimes when a call comes through it goes straight to refused after one ring unless it is in front of everything else on my screen. Sometimes the app crashes and that can be very frustrating but it doesn't happen as often as others I have used. Statistics erase each time you log out so if you are counting how many calls came in and the app crashes, it starts back over.
What problems is the product solving and how is that benefiting you?
Problem solving is not necessary. The benefits are the ability to answer incoming calls and seeing stats throughout the day to know what to expect and what's been completed. The different aux options help my employer to know where I am during my shift whether I am at lunch, on break, or taking calls. I wish there was a way to see my all time stats instead of it disappearing every time I login.
Could be better
What do you like best about the product?
The list of history and availability to replay recorded calls is helpful when verifying details of past calls.
What do you dislike about the product?
For every call outbound, I need to select the drop-down of OUTBOUND call or RECORD greeting. You should be able to set the default of the OUTBOUND call, so it does not need to be chosen on each outbound call.
What problems is the product solving and how is that benefiting you?
I like the incoming number listed; it helps to identify the caller quickly in our system
Very helpful and easy to use
What do you like best about the product?
Nice CXOne is easy to get into and use. Highly recommended
What do you dislike about the product?
UI could look a little bit more modern and pleasing to the eye
What problems is the product solving and how is that benefiting you?
Easy of calls going out to certain groups on the team in a round robin style
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