NICE CXone Mpower
NICEExternal reviews
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Wonderful Software! NICE inContact is very immersive for the workplace.
What do you like best about the product?
I love the feature that allows you to connect with colleagues with a click of a button. With covid going on and having to work from home it is extremely important.
What do you dislike about the product?
I really do hate how slow the software updates calls made... and production stats.
What problems is the product solving and how is that benefiting you?
Our company is able to be more connected than ever since COVID happened in March. In March we really didn't utilize a-lot of the softwares capabilities.
Recommendations to others considering the product:
Use this software it helps you get whatever you need to get done, finished.
Amazing Software
What do you like best about the product?
I have experience using similar software before but nothing compares to incontact. The software is super easy to use. The voice quality is excellent especially when making international calls. I would personally highly recommend using this software.
What do you dislike about the product?
There is nothing dislike about this product. 100% would recommend
What problems is the product solving and how is that benefiting you?
With the current pandemic, we are able to continue business using this phone software. Our city is currently in a lock down and so our store is currently only open for curbside pick up. We would advise customers to park outside and they would call us to let us know they are outside to pick up their order. inContact then notifies us when there is a call coming and we can speak to the customer with a touch of a button. This helps us follow social distance restrictions that our city has put in place to keep everyone safe.
We also receive many phone calls from other provinces and are able to fulfill long distant orders to be shipped out.
We also receive many phone calls from other provinces and are able to fulfill long distant orders to be shipped out.
Recommendations to others considering the product:
This is one of the best telecommunication softwares. Super easy to use.
Traininer
What do you like best about the product?
I love the ability to live listen to agent from anywhere and through my cell phone and that I do not have to download a call to listen to it.
What do you dislike about the product?
That the system is not able to distinquish between the 2 agents calls on the same recording.
What problems is the product solving and how is that benefiting you?
Live listening in real time allows me to fully assist my agents.
Based on the Requirement and present trend I will recommend Nice Incontact solution
What do you like best about the product?
flexibility and easy to use ,InContact teams approach to do continuous enhancement in the products to fulfill the requirement of the customer.
provide robust solution to all the needs for a customer related to any channel and seamless integration offering for external platform related e.g. CRM and SAP Service Now which will make easy for a customer to integrate the platform and turn around time is very less which will help customer to save cost and service ready for there customers which help to increase revenue for the customer.
provide robust solution to all the needs for a customer related to any channel and seamless integration offering for external platform related e.g. CRM and SAP Service Now which will make easy for a customer to integrate the platform and turn around time is very less which will help customer to save cost and service ready for there customers which help to increase revenue for the customer.
What do you dislike about the product?
outages needs to be get controlled and system needs to get stable when doing a enhancement of new release is pushed to the system.
For users or customer who migrated from legacy platform to inContact or customers who are not have vey high call volume and they can not sit for very long time put a headset for them there is a call refusal is very big issue i think there is still some improvement required the way agent leg connectivity happened and notification comes for incoming calls to the agents so it will help to reduce the call refusal and call drops.
For users or customer who migrated from legacy platform to inContact or customers who are not have vey high call volume and they can not sit for very long time put a headset for them there is a call refusal is very big issue i think there is still some improvement required the way agent leg connectivity happened and notification comes for incoming calls to the agents so it will help to reduce the call refusal and call drops.
What problems is the product solving and how is that benefiting you?
solving our end users problem by creating the flows in IVR channels based on the critical requirement by the customer.
Customer day to day enquiries related to there orders and product
increase efficiency of attending the call and getting feedback for the are of improvement related to our services and product can be achieved by using nice inContact platform
Customer day to day enquiries related to there orders and product
increase efficiency of attending the call and getting feedback for the are of improvement related to our services and product can be achieved by using nice inContact platform
Recommendations to others considering the product:
if some one is looking for a robust solution either for a small or Big organization please go ahead with Nice InContact solution as it is vey flexible and easy to use and system can be ready for end user use in very less time as compared to other platform
Making contact center easier
What do you like best about the product?
Softphones, reporting and support. Those are miles ahead of competitors that I worked with before. When it comes to reporting this is customizable like none other tool I have seen before - makes it really easy from WFM perspective. When it comes to support, the team is very helpful, and always ready to assist with every task.
Finally, the most important, soft phone - it is broadly used amongst contact center technology nowadays, however the one proposed by Nice is really easy to use, quite reliable and people tend to easily learn it, which is great.
Finally, the most important, soft phone - it is broadly used amongst contact center technology nowadays, however the one proposed by Nice is really easy to use, quite reliable and people tend to easily learn it, which is great.
What do you dislike about the product?
There are minor improvement points that Nice could still implement - like for example grouping skills for easier management, but overall the tool is improving continuously, which is promising.
What problems is the product solving and how is that benefiting you?
Nice is used as our telephony and saved our lives during Covid situation and work from home. Possibly, our contact centre would be closed otherwise as we used to work with tabletop phones.
When it comes to problem solving, I do not think there is any specific besides ACD. We are looking to implement more features like intelligent IVR or more different contact types within CX-One in the future. Then possibly I will have even more to say here.
When it comes to problem solving, I do not think there is any specific besides ACD. We are looking to implement more features like intelligent IVR or more different contact types within CX-One in the future. Then possibly I will have even more to say here.
Recommendations to others considering the product:
It is a great contact centre tool, that I can recommend easily and honestly. It is possibly the biggest upgrade I saw in my contact centre management career.
Financial Svcs Specialist
What do you like best about the product?
Incontact is a useful tool to connect with other departments, customers and create a good business environment.
What do you dislike about the product?
Sometimes is difficult to log in or to log in the agent, was having some issues 3-5 times per month. However was already fixed.
What problems is the product solving and how is that benefiting you?
The communication between departments and customer. Incontact have many options to create a warm transfer, conference calls and you can create charts to evaluate the team
Love InContact!
What do you like best about the product?
There's so many pros with this software. I'll list some:
1. Personal dialer (Make outbound calls within the program)
2. Different user codes (To change status)
3. Flexibility to the cloud
4. Reporting made simple (Call tracking, recording)
1. Personal dialer (Make outbound calls within the program)
2. Different user codes (To change status)
3. Flexibility to the cloud
4. Reporting made simple (Call tracking, recording)
What do you dislike about the product?
Reporting can come back ugly. They have sample reports you can choose from, but they're not straight forward at all. I don't know how to use them and they're hard to ingest. Need to simplify this.
What problems is the product solving and how is that benefiting you?
Solving the issue of call routing and time tracking with employees. With this I can see who is available, how long and how many calls have they taken. The benefits are call handling. I can basically see everything.
Great tool
What do you like best about the product?
Best communication tool ever, smooth talk
What do you dislike about the product?
Sometimes the system freezes and its hard to start again
What problems is the product solving and how is that benefiting you?
Able to communicate with customers
Nice InContact is excellent for doing QA Audit
What do you like best about the product?
It is very user friendly and can be use to review the calls for quality audit purposes. The settings/preferences are also easy to understand. Ther’s also a feature wherein you can bookmark the calls that you want to review later. It has also a feature wherein you can set the start and end time of the call for easy searching.
What do you dislike about the product?
There’s nothing I dislike about this product. I believe the Slowness I’m experiencing is due to my internet connctivity and not the application itself. Overall I will recommend this to those who are looking for a good auditing software.
What problems is the product solving and how is that benefiting you?
My task is to review calls for our employees to check whether they are adhering to th process that company implemented and Nice incontact is very very useful and solves all my issues. I can easily explain the story that happened within that call.
Recommendations to others considering the product:
Please use this auditing tool beacuse it will make your life easier and you will not encounter issues unlike other auditing software.
A Fun Informative Time - Even in a COVID World. Next best thing to being there!
What do you like best about the product?
The opening speeches and the keynotes were very informative and entertaining. Honestly, nothing was at all boring. The contest was fun to go grab badges while in between sessions. The trivia contest was very fun to play. The presenters were very knowledgeable and gave lots of good information about the product they were talking about. The best part may have been the solutions showcase, the demos, chats and other info made each booth a wealth of great knowledge. This was a home run as far as I am concerned. I enjoyed that the celebrity chats were more down to earth and conversational as opposed to a RAH RAH that I have seen in the past, makes both appear more down to earth. Regarding the breakout sessions, the SME had a very good grasp of the subject matter and definitely knew what they were talking about. I was impressed with their combined knowledge. I hope to hear more from them in a teaching or technical capacity in the future.
What do you dislike about the product?
Honestly, the contest seemed to be a bust, a lot of us didn't get all the points. To do all the fun work, and to not get the full compliment of points is disappointing. I didn't get the celebrity points and I wasn't the only one who had the issue. Plus I couldn't watch because of the work VPN I had, I had to use my phone and had continual connection issues. I first attended the conference in 2016 and the breakout sessions were much more classroom like and more teaching, this year they were more of a sales pitch it seemed. I do hope that you go back to the more teaching format in the future on the breakout sessions. I learned more about the dialer the first time I came to the conference in 2016 than when I got a crash course when we switched over to it, so the technical aspect is a great thing to have
What problems is the product solving and how is that benefiting you?
Its our phone system, and we are happy with it. I hope we can use all of the awesome features. Having a good competent dialer system is must in the collection/marketing/customer service industry and the fact we have that along with great customer service is a credit to NICE inContact. The benefits are tremendous being able to link our WFM and phone system together is a God send. If you had to have two separate systems for both sides it would be a waste of time and resources
Recommendations to others considering the product:
Good product with good customer service A product that is dependable. When there is an issue which is infrequent, they will jump to make sure that issue is addressed and then resolved. When my employer was bought and we changed from eLoyalty to inContact it was night and day. This is a great product! Compare your ROI with any other service, it may be cheaper to start up but the maintenance and long term will weigh you down. Working in the cloud compared to not is not really a comparison, you never have the worry about lost data you will always have what you need at your fingertips. I have only used two different products and this one wins every contest I put it up against with eLoyalty. NICE inContact is a great system and has wonderful customer service. Do your company a favor and at least get them to give you a demonstration, because you will never regret it and you will probably end up getting every product they offer because it is all of the highest quality. and the best advice is ask a lot of questions because you will see that this is the product that will give you the best ROI
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