NICE CXone Mpower
NICEExternal reviews
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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.
Great software
What do you like best about the product?
How easy it is to control the system, I never have to worry about any lags or glitches.
What do you dislike about the product?
I cant say theres anything I really dislike about the software, everything that I need is available to me.
What problems is the product solving and how is that benefiting you?
I can't say I have any problems in need of solving today.
Recommendations to others considering the product:
Just make sure you becoming familar with all components of the software and you should be fine.
NICE, is nice!
What do you like best about the product?
There are many additional features that I like about NICECXone, but i mostly like the supervisor function where I can monitor and remove customers from calls as needed.
What do you dislike about the product?
There isn't much that I dislike. It's a pretty functional and friendly platform.
What problems is the product solving and how is that benefiting you?
I have not had the chance to use it as a problem-solving measure.
Needs Improvement
What do you like best about the product?
The feature that i like the best is the conference calling. I believe that is one of the things that actually works very well on this program.
What do you dislike about the product?
There are still way too many bugs. It auto answers your calls sometimes or it wont let you accept the call even though you are clicking the accept button.
What problems is the product solving and how is that benefiting you?
I dont believe i am solving any problems. There arent any real benefits to this application.There are so many bugs that still need to be figured out. I dont feel confident that my calls are being handled correctly.
The automatization studio seems very useful and you can create apps in very intuitive manner.
What do you like best about the product?
The thing that attracted me the most is the tips for using variables. The robotization can perform a range of different actions on its own without intervention.
What do you dislike about the product?
It seems like the account credentials definition step may not be helpful for every kind of automation.
What problems is the product solving and how is that benefiting you?
Our clients can use it for short daily tasks such as performing morning routine tasks on different apps. If information of specific clients and employees are known, the automation makes the manual job of filling in the data get reduced effectively in a way that the robotization can change the position of many employees into ones with more data value.
Great Software!
What do you like best about the product?
I am a current user of this software and can attest that this software is great, reliable, and extremely user friendly. I would recommend for all my business partners and colleagues to use. You are able to track productivity with your team and it takes 5 minutes to become familiar with the system. I love that there are various statuses that you are able to add, or delete to make it customizable to know where your team members are at all time. I love that it shows the run time for calls as well to show how long you have been on a call. It also have the option for recording calls for play back for quality assurance.
What do you dislike about the product?
There is nothing about the software that I dislike about this software. I believe that it covers all of the basis that I would expect to run efficently and effectively. I rarely ever have issues with the software.
What problems is the product solving and how is that benefiting you?
I am solving the problem of integrating the phone systems together. Through this one system, I am able to make outbound and inbound phone calls, make conference calls, and it has caller ID so I can view the caller phone numbers to locate their profile in the system. The system allows you to track productivity of your team and it is highly user friendly to use. I love that there are various statuses that you are able to add, or delete to make it customizable to know where your team members are at all time. I love that it shows the run time for calls as well to show how long you have been on a call. It also have the option for recording calls for play back for quality assurance.
Good experience
What do you like best about the product?
The program is fast and very easy to manage, this means that in my experience anyone even without a lot of knowledge of technology could be able to use it. It helps you also to track your times very easy.
What do you dislike about the product?
I do not really think I wouldn't say I like something, the app is very easy and friendly with even for non-technology people.
What problems is the product solving and how is that benefiting you?
How fast we can communicate between the offices, the companies, our co-workers and also with the clients.
Easy to use phone system
What do you like best about the product?
I like the reporting within the program. I can see all my agents and what they have been doing all throughout the day.
What do you dislike about the product?
What I dislike is that you have to click out of a task in order to make a call.
What problems is the product solving and how is that benefiting you?
The beneifts of the program is time management throughout the day and what we can to to better help our agents manage the day
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