NICE CXone Mpower
NICEExternal reviews
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Good tool to take inbound calls
What do you like best about the product?
It is very simple to use and very simple to log in
What do you dislike about the product?
The agent leg disconnects very often and you have to reopen
What problems is the product solving and how is that benefiting you?
Taking inbound calls from our cx and making outbound to solve issues
Recommendations to others considering the product:
Try it out
Love this user friendly platform! Incredibly easy to navigate!
What do you like best about the product?
How user friendly it is. It was extremely easy to learn how to use!
What do you dislike about the product?
Random error messages that pop of from time to time
What problems is the product solving and how is that benefiting you?
Customer Service, being able to connect so easily with minimal issues.
IT's a good app
What do you like best about the product?
In general it is very useful for this area of work, it helps you easily communicate and assist people in need. It is very fast and easy to use
What do you dislike about the product?
Sometimes the leg disconnects constantly
What problems is the product solving and how is that benefiting you?
It is useful to help customers solve their issues with their products.
It is fast and easy to use
It is fast and easy to use
Recommendations to others considering the product:
It's a great app, very useful
Nice is nice
What do you like best about the product?
I like how I'm able to see the queue and the reporting.
I like to see how many clients are in queue. It gives us transparency into how busy we are and helps us deal with time management better. It also gives us a sense of how people are using their time.
I like how I can also stack codes. Usually after each call I only get a short time to log notes and do after call work but by being able to stack right after my after call work is done then I get rtransitioned seamlessly to get more after call time to do follow ups, etc. This way I'm not as rush ed and I can also catch my breath between calls.
I also like the built in report on the Incontact Salesforce thingy where I can track how I spent my day so I can be aware if I'm hitting my productivity numbers. I also like how I can see how many calls I took compared to the team. That really motivates me.
I like to see how many clients are in queue. It gives us transparency into how busy we are and helps us deal with time management better. It also gives us a sense of how people are using their time.
I like how I can also stack codes. Usually after each call I only get a short time to log notes and do after call work but by being able to stack right after my after call work is done then I get rtransitioned seamlessly to get more after call time to do follow ups, etc. This way I'm not as rush ed and I can also catch my breath between calls.
I also like the built in report on the Incontact Salesforce thingy where I can track how I spent my day so I can be aware if I'm hitting my productivity numbers. I also like how I can see how many calls I took compared to the team. That really motivates me.
What do you dislike about the product?
Sometimes, it freezes up and then I can't change my status. This means I may get a call right after I'm done with one. Or it may mean I may not be able to go to a meeting on time because another call just comes right through.
We also had some issues in department of refused calls and dropped call and dead air. howver the goo thing is each time we had this issue incontact was very quick to fix it.
We also had some issues in department of refused calls and dropped call and dead air. howver the goo thing is each time we had this issue incontact was very quick to fix it.
What problems is the product solving and how is that benefiting you?
I was able to do with time management. Like I can see what percent of day i was availabe vs busy. I also was able to see how many calls i took per day vs team so it makes me more motivated
also everyone ahve transpency to see calls in queue so you know when to put head down and take more calls
I also like how I can see what status someone else is in so it gives us more transperancy and we can also see who is next for a call. All very coo features.
It also allows our time managment team to know when to shift people.I also like how it measures our average speed of answer % so it motivates us.
It also allow us measure caller sentiment . It is so good.
also everyone ahve transpency to see calls in queue so you know when to put head down and take more calls
I also like how I can see what status someone else is in so it gives us more transperancy and we can also see who is next for a call. All very coo features.
It also allows our time managment team to know when to shift people.I also like how it measures our average speed of answer % so it motivates us.
It also allow us measure caller sentiment . It is so good.
Recommendations to others considering the product:
great love it. make sure good internet connection
Connect as One
What do you like best about the product?
I love the features and functionalities. It works best with my RCV and is very User Friendly.
What do you dislike about the product?
Incontact doesn`t have much issue, it really depends on the stability of the internet connection.
What problems is the product solving and how is that benefiting you?
Normally the problem is when the connection is unstable, Log in - Log out after fixing the internet connection works.
Recommendations to others considering the product:
NA
NICE InContact seamless, and super easy to use.
What do you like best about the product?
It's super user friendly, easy to use and responds rather quickly while you work. Easy to transfer to other agents, and see how many calls are in queue.
What do you dislike about the product?
Which the disposition area provided more options yet simplified visually. And I would like it if the account information that the customer adds before we connect be displayed the entire phone call.
What problems is the product solving and how is that benefiting you?
I am able to assist lots of people because the app is so easy to use and moves so quickly.
Recommendations to others considering the product:
No complaints really. I appreciate how easy it is to use, and how quickly it allows me to work.
CxOne quality is the best, I have been working over 2 years with this tool.
What do you like best about the product?
Quality of the call, he have migrated from a different system and one pf the pin points is that, quality.
What do you dislike about the product?
Using both CXone and browser tool, it would be best to just use one that combines both functionalities.
What problems is the product solving and how is that benefiting you?
Reports, they are helpful
Recommendations to others considering the product:
Be able to create more dashboards.
IN contact Review
What do you like best about the product?
The ease of use and how it can simply integrate with salesforce.The tool efficiently help to give pop ups to recongze when we are receiving calls and helps to answer them with no misses at all. Other than that every call we rceive Incontact automatically pull severything in the Salesforce CRM as well. We do not have to look for account names .
What do you dislike about the product?
No application I was able to find on play store that we could use on cellphones. Sometimes ocassionaly the tool gets stuck but with a re login everything seems to be working fine. A little bit unstable in low network connectivity areas.
What problems is the product solving and how is that benefiting you?
We are able to mark our productivity using in contact. At the time of marking attendance, we can always go back and check the exact no. of hours we have worked using this app.Using this application greatly helps me to recongnize account and open them directly on the crm which makes it very easy to recognize them on saleforce and accordingly pull them up in our internal software. This allow us to not make the clinets repeat their account again and again and we can help in one go.
Recommendations to others considering the product:
Consider using it to capture productivity with ease. The software easily helps to be integrated with other CRM softwares like salesforce to capture calls with ease and open correct contacts so that they can be pulled up automatically in salesforce.
EXCELLENT SERVICE
What do you like best about the product?
It's easy to monitor calls,listen to recorded calls as well as navigate
What do you dislike about the product?
The timeout is too short.. We need a longer time span more than 2 hours..
What problems is the product solving and how is that benefiting you?
When I'm taking over a call without dropping the call.
Seemless Integration and Connectivity
What do you like best about the product?
NICE inContact's user interface is very easy to use and it provides the needed functionality for our company allowing various outgoing number options.
What do you dislike about the product?
Least thing to like about inContact is that, not so often but it it doesn't disconnect at times and freezes to reconnect unless you close and re-open the agent window.
What problems is the product solving and how is that benefiting you?
Easily being able to view your voicemails right away as well having options to set dispositions for calls to easily revert back to if needed.
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