NICE CXone Mpower
NICEExternal reviews
1,701 reviews
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Highly custom solution
What do you like best about the product?
A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable uptime.
What do you dislike about the product?
Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to completely customize the end user experience. We have tied in the workflow with some of our custom applications that allow the caller to retrieve data without the need to speak to an agent.
Recommendations to others considering the product:
Also do a PoC. Compare other vendors such as Talkdesk, Five 9's, etc
Using their software has made managing the 211 call center easier.
What do you like best about the product?
The reportng is a breeze to use. Makes managing staff a lot simpler.
What do you dislike about the product?
The speed of internet that is required to use certain applications, we are a rural county and sometimes the internet is not the best, being unable to access certain applications functions can be frustrating at times but NICE inContact is always quick to respond and try and fix things ASAP.
What problems is the product solving and how is that benefiting you?
As the supervisor of the 211 Call Center the interface allows me to manage staff easily, see who is logged in and ready to work as well as how long a team member has been on a call or not ready. All while I take calls or handle the behind the scene work.
Very great product
What do you like best about the product?
Easy to use interface and great customer service.
What do you dislike about the product?
Loading of website is very slow for me, not sure why.
What problems is the product solving and how is that benefiting you?
Easier to make/take calls, manage agents and overall satisfaction of our team
Recommendations to others considering the product:
Great tool for call center experinces
Really Good.
What do you like best about the product?
Managing the platform is very user friendly.
What do you dislike about the product?
Events / outages are what I don't like because this is mission critical.
What problems is the product solving and how is that benefiting you?
Customer service is enhanced by NICE. NICE has streamlined our services.
Good product
What do you like best about the product?
Reporting, Dashboards, and the trust site.
What do you dislike about the product?
The inability to track internal transfer numbers easily.
What problems is the product solving and how is that benefiting you?
Great, up to date dashboard giving you exactly what you need to succeed.
Recommendations to others considering the product:
Look at what objectives you need to run your call center. inContact most likely has those.
Steady and reliable ACD for most of the time we use it
What do you like best about the product?
Interface is extremely intuitive and easy to use. Customizable to a fault. We have been able to measure our strengths and weaknesses pretty accurately.
What do you dislike about the product?
Refusals and dropped calls happen pretty regularly. It is difficult sometimes to get assistance from our account manager.
What problems is the product solving and how is that benefiting you?
We have been able to decrease our AHT, increase our calls per hour and customize the ACD with dispositions to better understand where our opportunities lie.
Solid Product
What do you like best about the product?
The reporting is good, the ease of use is great.Very little downtime. Agent interface is intuitive and easy to use. This software has greatly improved our productivity and workflow.
What do you dislike about the product?
The customer service usually is not good. More complex issues incur additional charges to resolve. We do not have a dedicated account representative.
What problems is the product solving and how is that benefiting you?
We created a contact center from the ground up. We started handling direct inbound calls rather than outbound. It has greatly improved our productivity. We can now provide better service to our clients/customers. It has allowed us to branch out into other areas of business.
Recommendations to others considering the product:
At first we were hesitant to launch a full call center. Now that we have the software fully implemented I do not know what we did before we had InContact.
Solve all your call center issues.
What do you like best about the product?
The sysetm allows all communications to be easily managed thru a single queue to easily manage your skills.
What do you dislike about the product?
The lack of full integration into the Office 365 phone system.
What problems is the product solving and how is that benefiting you?
All communications can be managed in the system. Easily integrate line of business applications for a seamless solutions for your customers.
Easy to use!
What do you like best about the product?
What I really like about NICE inContact is that it is very straight forward tool/platform. We actually use
What do you dislike about the product?
Theres always a long queue when trying to reach Professional services.
What problems is the product solving and how is that benefiting you?
Geberating reports.
Recommendations to others considering the product:
NA
Effective System
What do you like best about the product?
The interactivity with Skype allows me to keep track of each call more effectively..
What do you dislike about the product?
It seems a bit memory intensive. I had issues when not hooked directly through my Modem.
What problems is the product solving and how is that benefiting you?
The ease of tracking my calls and call analytics.
Recommendations to others considering the product:
Integrates nicely with software I use such as SalesForce and Skype.
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