NICE CXone Mpower
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Nice
What do you like best about the product?
The real time changes able to be made to the IVR through studio
What do you dislike about the product?
Since it is an IP based tool that comes along with issues at times when there are internet issues
What problems is the product solving and how is that benefiting you?
It allows me to be able to make real-time IVR changes when there are issues, or needs to change the call flow
Software Built By Users
What do you like best about the product?
These software solutions and products work well and are thoughtfully designed and consistently updated. I've been using these services since 2011, and a few years ago I even had the opportunity to visit their campus. What I love is that these teams actually use their software every single day. So when they say opportunities for improvement or enhancement, they make it happen. It is not just a product that they sell. I love continuous iteration, and continuous improvement. And inContact doesn't disappoint. they have great communication practices, and let you know what every quarterly update is bringing to the table.
What do you dislike about the product?
Honestly there are not many downsides. As a software designer, there might be some choices I would make differently, particularly an agent facing parts of the software like Max, but they really come down to aesthetic UI decisions, So it's very hard to say that it's objectively a bad thing.
What problems is the product solving and how is that benefiting you?
One of my favorite solutions involves the screen pop ability. When a customer contacts us by any method, call chat email, we detect who they are and launch a SharePoint URL with a query string parameter of that customer's ID. this free solution lets us have a informed agent that knows about their customer before they even say hello.
Largely a Positive Experience that helps with my work.
What do you like best about the product?
For the most part, I find the system easy to navigate for accessing the things I need in performing my daily tasks.
What do you dislike about the product?
It seems like it can be rather memory intensive for online usage. I recently had to stop using wi-fi and plug directly into a modem because I was struggling with maintaining my connection during calls.
What problems is the product solving and how is that benefiting you?
Along with speaking to clients on my lap top, I also run reports which are pretty easy to access and create to look into the metrics of call volume.
Recommendations to others considering the product:
Nice inContact integrates nicely with software such as Skype, allowing for ease of use.
NICE Product
What do you like best about the product?
I love how NICE is able to predict our call volume as the day goes on and shows us if we're going to be over or under staffed based upon how the day is going.
What do you dislike about the product?
I do not like how with it being cloud based, you have to rely on their IT to fix all issues. Sometimes it's hard to get the technician to understand what the problem actually is and how it is impacting your business.
What problems is the product solving and how is that benefiting you?
With a combination of NICE inContact products and outside vendors, we have applied AI into our IVR and eliminated some of our contacts that used to require human intervention.
Recommendations to others considering the product:
Use their help menu and user communities to answer any questions you may have. If you can't find answers there, the NICE Dojo is another option.
Game Changing!
What do you like best about the product?
I like that NICE is able to assist with visibility into our daily call center flows. We are able to identify areas of opportunity, as well as make adjustments on the fly. A majority of the widgets are very user friendly and easy to manage.
What do you dislike about the product?
The one thing I dislike would be the lack of mass edits in the WFM section. We have upwards of 50+ customer service reps who we need to edit on the fly sometimes multiples at a time for breaks, lunches, etc and can only update one day at a time.
What problems is the product solving and how is that benefiting you?
We are solving for visibility into our call types, as well as employee productivity. We benefit by adding efficiencies to call answering by having the automatic answer feature turned on. We also see benefits of having the Real Time adherence tool available to see what the agents are doing at any time.
Recommendations to others considering the product:
Take the leap and implement it into your call center!
A few issues at the begining but were resolved with the correct Account Manager to support us
What do you like best about the product?
Reporting facility as well as the ability to open / close the phone lines as required - Ability to have people on different priorities
What do you dislike about the product?
I don't find the layout of the InContact admin side as good as the previous one was.
What problems is the product solving and how is that benefiting you?
Good reporting capacity - always new reports to be found
Recommendations to others considering the product:
Go it a go
LiveVox Review
What do you like best about the product?
I like the simplicity that everything is on one screen.
What do you dislike about the product?
I dislike that you can’t really find information on what headsets are compatible.
What problems is the product solving and how is that benefiting you?
I’m currently not solving any issues.
Good Experience, easy to work with
What do you like best about the product?
The overall layout is pleasing and doesn't take long to figure out. The Max Agent is very easy to use and functions well.
What do you dislike about the product?
When there was a major update to the visuals, it took a bit to find everything again. Max Agent was a bit finicky during initial release but all but one of those issues have been solved (searching the dropdown list via keyboard typing is impossible as far as I know so that slows things down when searching for something).
What problems is the product solving and how is that benefiting you?
NICE InContact has allowed me to do my job easily and efficiently. I literally wouldn't be able to do my job without it.
Stable and Reliable platform
What do you like best about the product?
NICE offers a up many features for all levels of what a call center needs. This allows for the for a robust back end and a user friendly connection for agents and supervisors alike. Provides a stable environment to handle calls, chat and emails.
What do you dislike about the product?
The platform does not have the most robust outbound set up for automated campaigns.
What problems is the product solving and how is that benefiting you?
Being able to control and view agents in and out of calls, and being able to gather a comprehensive knowledge of the agents and accounts.
A Great Tool in the Customer Service Industry!
What do you like best about the product?
This product has great functionality and is easy to use. To JUMP ON quickly and grab those calls rather than having to sign into multiple platforms is a great tool.
What do you dislike about the product?
Occasionally call refusals happen when your computer is a little slower but overall you can recover quickly.
What problems is the product solving and how is that benefiting you?
The systems allow me to quickly grab a call from a heads down mode which is a plus to my research
Recommendations to others considering the product:
Worth a try
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