NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Customer Service management
What do you like best about the product?
Easy to Navigate, Support Staff is good, and you are constantly upgrading
What do you dislike about the product?
WFM Tool would be handy for forecasting calls and staffing, Analytics AI ( Advanced Version) is missing also need something to monitor emails and chats also we can have customize quality form
What problems is the product solving and how is that benefiting you?
My team takes calls for NAZ region; this tool helps them to make and receive calls and ensure all queries are answered
NICE FOR ALL
What do you like best about the product?
NICE HAS BEEN MUCH EASIER TO MONITORING THE QUEUE BECAUSE I WORK IN THE RECEPTION SERVICE AND MONITORING THE CUSTOMER WAITING IS EVEN BETTER TO BEAT OUR PRODUCTIVITY.
What do you dislike about the product?
JUST THE END CALL BUTTON, WHICH WE NEED TO CLICK TWICE AND IT IS CLOSE TO SILENCE, MANY OF TIMES THE CONNECTION IS STUCK.
What problems is the product solving and how is that benefiting you?
WELL, AS MY SERVICE IS RECEPTIVE, ONE OF THE OPTIONS I HAVE IS TO SILENCE THE CUSTOMER, CALL ANOTHER SECTOR TO ASK A QUESTION, OR EVEN TRANSFER OR CONFERENCE.
Recommendations to others considering the product:
NO DOUBT YOU WILL NOT REPENT, THE TOOL IN ADDITION TO BEING EASY TO UNDERSTAND MEETS ALL REQUIREMENTS FOR A GREAT SERVICE.
pretty easy to navigate
What do you like best about the product?
the clock for breaks and lunches show exactly how much time you have left
What do you dislike about the product?
needs to have a be right back option for agent staus
What problems is the product solving and how is that benefiting you?
dispositioning is helpful for reporting and analytics
Excellent Features-Buggy System
What do you like best about the product?
One thing that stands out about InContact is its ability to handle different avenues of contacts such as phone calls, as well as email, SMS, and IM contacts.
What do you dislike about the product?
While InContact gives you the ability to handle multiple types of contacts, the agent itself is quite unreliable, and the support offered is less than stellar.
What problems is the product solving and how is that benefiting you?
We've been fortunate to utilize the skills to maintain brand focus.
Security in my interactions.
What do you like best about the product?
Redial available whenever I need it.
What do you dislike about the product?
When it does not locate or informs that the provided phone number is not correct, when it is.
What problems is the product solving and how is that benefiting you?
Telephone contact with my clients. As I informed, the recorded call for my work is essential.
"NICE" is a nice change, and breath of fresh aiir.
What do you like best about the product?
I love how streamlined and user-friendly Nice is. Like ive mentioned before, Nice replaces a few different processes and system and uniquely jam packs them into 1 user friendly experience. Nice has cut down on a lot of time consuming processes that are now a thing of the past. Like the age old saying goes. "Time is money". The user interface is also very well implemented and simple for those of us who may not be as computer savvy as others
What do you dislike about the product?
So far, I haven't found anything in particular that I dislike about the Nice system. Besides this one minor issue that me and my team have came accross since we first started using the Nice sytem 1 week and a half ago. What we've noticed is that after a few hour of use, nice likes to long you out on it's own every so often. Other than that I really haven't experienced any issue with nice. Keep releasing regular updates and I can see my company using nice for years to come.
What problems is the product solving and how is that benefiting you?
Nice helps the company I work for streamline customer service solutions all in one place. Before, we had 2 or 3 different systems to do what Nice does in 1 complete system. Nice is also a really good way to make sure everyone included is engage and informed with what they are supposed to do at certain moment in any given day. The feature that allows you to set your status as availible or unavailible based on your current needs has proven to be very useful in my case, and I think it was a much needed addition to the Nice CXone sytem.
Recommendations to others considering the product:
Be prepared for a streamlined and simple experience that will take you and your team little to no time to get used to. You also should be able to replace a lot of old and outdated processes and systems that will in turn save your company a lot of money and time. For us NICE has been a breath of much needed fresh air for the majority of our company. A major part of our company deals directly with our customers via chat or direct phone calls. With that being said, we are able to put multiple streams of important information all in one place for everyone to easily see at any given point and time of the day.
This system helps me operate and multi-task fast, securely and efficiently!
What do you like best about the product?
The user-friendly operation of max! It loads my information quickly.
What do you dislike about the product?
Sometimes it rolls over my calls before I can get an answer or ring on a current call.
What problems is the product solving and how is that benefiting you?
It relays my outreach information for providers.
Recommendations to others considering the product:
User-friendly system when needing a reliable sound system to communicate on
I highly recommend it, super easy to use and much more elaborate, top layout
What do you like best about the product?
the simplicity to make the calls and the speed, very god
What do you dislike about the product?
so far I haven't found any negative points that could compromise my work.
What problems is the product solving and how is that benefiting you?
the calls are easier to make and this is a benefit, and in fact, and the problem that most revolved was that I no longer need to use the card number to call, very god
Recommendations to others considering the product:
I recommend the NICE CXone: because it's the best system I've ever used, it's fast, easy and just practical top. wonderful
work from home set up
What do you like best about the product?
it is the ease of transitioning from hard phone to soft phone, working from home, it also tracks all the calls received, duration and incoming calls, for callback at any given time.
What do you dislike about the product?
managing incoming calls as i don't have a physical phone, it does not sync with reports, voice quality is dependent on internet connection.
What problems is the product solving and how is that benefiting you?
real time questions are answered, voicemail goes straight to my email. i can review call history from portal.
Recommendations to others considering the product:
interface is user friendly, needs familiarization and proper training to utilize all its features
Very good experience,
What do you like best about the product?
He has a lot of information that helps us in our daily lives.
What do you dislike about the product?
It is a tool that contains a lot of information, but it is a bit slow; it could improve in that area.
What problems is the product solving and how is that benefiting you?
People management with login and logout, service level, etc.
Recommendations to others considering the product:
To manage the team is very good.
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