NICE CXone Mpower
NICEExternal reviews
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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.
Excellent tool for connection.
What do you like best about the product?
Practicality, easy to use, simple and intuitive interface.
What do you dislike about the product?
A little sensitive to internet interferences.
What problems is the product solving and how is that benefiting you?
Problems with silent calls, we are still addressing the issue, but the company has been quite proactive in resolving the problem.
Support is slow, and key features have not been resolved
What do you like best about the product?
I like that it is web-based, which means that our call centers can use this without any software installed. We also use this for call recording and it seems to work as expected.
What do you dislike about the product?
1. Our SSO broke in February, and inContact never fixed it. This means we have to go back to managing usernames and passwords.
2. Our call center lost the ability to mask calls, and this was never fixed. This means the call center has to disconnect and call the client back before gathering information.
2. Our call center lost the ability to mask calls, and this was never fixed. This means the call center has to disconnect and call the client back before gathering information.
What problems is the product solving and how is that benefiting you?
We primarily use incontact to record inbound calls to our locations. We can download the calls and send them to a different team to listen, and review.
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.
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