NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Best Customer Service Tool
What do you like best about the product?
NICE CXone is best in many ways. The most liked option by me is an outbound call option, whenever you lose a caller you can call them back. CS companies who give you a bonus for customer satisfaction, with those companies this tool is really helpful and best.
What do you dislike about the product?
This tool according to me is fine, does not have any flaws, but still, sometimes it crashes and you have to restart everything to get it back on.
What problems is the product solving and how is that benefiting you?
Customer satisfaction is the best one right now. I am solving and making happy so many customers.
Recommendations to others considering the product:
The tool itself is really helpful and the option to answer calls not getting automatically connected is really helpful as sometimes you are not ready to take calls.
Excellent tool
What do you like best about the product?
What I like most about the tool are the control panels.
What do you dislike about the product?
I still haven't identified anything I don't like.
What problems is the product solving and how is that benefiting you?
I'm solving password reset problems, which are recurrent. In this way we can have the smallest impact on the issue of lack of access.
It's nice to have NICE.
What do you like best about the product?
The NICE application runs on a browser, so you don't need to install an app to use it.
What do you dislike about the product?
So far, so good. I do not see anything that I don't like on this application.
What problems is the product solving and how is that benefiting you?
We assist clients who's having issues with their banking applications.
Recommendations to others considering the product:
It is a user-friendly application, easy to use and navigate, even for beginners.
Easy to navigate, custom reports
What do you like best about the product?
Easy to navigate on the tool, I can create custom reports that are very useful, and I have a good visualization to indicators of the operation
What do you dislike about the product?
Sometimes calls are mute and connection is not stable
What problems is the product solving and how is that benefiting you?
Call center used to be unavailable and not it is in a lower frequency.
Recommendations to others considering the product:
Explore the tool that is very complete.
The website and the virtual dialer is very easy,it just needs a couple of clicks and you're in,ready
What do you like best about the product?
The usage and navigation through the website is easy, no any hard-to-handle. The auto dialer is a very fast and, useful and reliable tool.
I have not got any call that has been dropped, disconnected or any other issue about the connection, not any other problem getting access to the website, it remembers your username, email, password, in a few clicks you are already logged in, everything ready and all set to take the calls during your shift. You can change the status of your profile very fast, no confirmation needed, just click and go, you take your calls.
I have not got any call that has been dropped, disconnected or any other issue about the connection, not any other problem getting access to the website, it remembers your username, email, password, in a few clicks you are already logged in, everything ready and all set to take the calls during your shift. You can change the status of your profile very fast, no confirmation needed, just click and go, you take your calls.
What do you dislike about the product?
I can't change the color from the MAX, just that, the only little thing, that way the tool is a little customizable, you can be a little entertained with the website, trying to keep your mind off somme calls, and between calls you can let your mind go inside the colors, changing that setting or maybe any other ringtone, maybe some other people likess it loud, or not loud, but soft and more beepy incoming call tones.
What problems is the product solving and how is that benefiting you?
Sometimes I have to restart my computer, because Nice CXone doesn't recognize my headset, but is not daily, I have been using this tool for 3 weeks and it has just happened twice to me. Maybe for new people, or those that are not familiar with the virtual dialers, a tutorial, a little introduction can be good. That will be very helpful for more people.
Recommendations to others considering the product:
Taking calls is easy; no efforts
Nice CX One review
What do you like best about the product?
I like that the system has numerous options to see prebuilt stats and one place to open the call tool for inbound and outbound calls.
What do you dislike about the product?
It closes randomly during the day. I can still see my softphone, but the site itself randomly closes daily and often.
What problems is the product solving and how is that benefiting you?
I've contacted my company's IT department and they've given multiple tips on how to solve the issues, but to no avail, it continually happens. The computer I'm using is a desktop that I purchased specifically for this job and it is connected via wireless and ethernet.
Recommendations to others considering the product:
It is a useful and ease of use product.
User-friendly platform
What do you like best about the product?
NICE CXone is so very easy to use when we are receiving inbound calls and doing outbound calls.
Also, you can monitor the status of your colleagues.
I can quickly contact our customers even our colleagues on this platform.
Works really well and no problem at all.
Simple to use.
I will denfinitely recommend this to use when they want to start business.
I will keep using NICE CXone in my work.
I can quickly contact our customers even our colleagues on this platform.
I can quickly contact our customers even our colleagues on this platform.
I can quickly contact our customers even our colleagues on this platform. I can quickly contact our customers even our colleagues on this platform.
Also, you can monitor the status of your colleagues.
I can quickly contact our customers even our colleagues on this platform.
Works really well and no problem at all.
Simple to use.
I will denfinitely recommend this to use when they want to start business.
I will keep using NICE CXone in my work.
I can quickly contact our customers even our colleagues on this platform.
I can quickly contact our customers even our colleagues on this platform.
I can quickly contact our customers even our colleagues on this platform. I can quickly contact our customers even our colleagues on this platform.
What do you dislike about the product?
For me, there is no downside to this platform.
But sometimes for some reason it will be automatically log out or disconnected.
Aside from that, none. This platform is really good to use and recommended!
But sometimes for some reason it will be automatically log out or disconnected.
Aside from that, none. This platform is really good to use and recommended!
What problems is the product solving and how is that benefiting you?
Most of it technical problems of our customer.
I can quickly contact our customers even our colleagues on this platform.
Even I need help from my colleague, I can use this NICE CXone to contact them immediately.
I can easily use it on any computer because it is running on a web browser and also as long you have a good internet connection you can use this.
I can quickly contact our customers even our colleagues on this platform.
Even I need help from my colleague, I can use this NICE CXone to contact them immediately.
I can easily use it on any computer because it is running on a web browser and also as long you have a good internet connection you can use this.
Recommendations to others considering the product:
Using NICE CXOne is the one that will fit your needs doing business all over the world.
Very good. An excellent tool for assistance, organization and control.
What do you like best about the product?
Flexibility to work anywhere and the change of routine in the service.
It allowed me to work from home, making the service more flexible and avoiding conflicts;
The possibility of measuring care and service quality;
Get to check available agents for calls and transfers;
Track each agent's break time.
It allowed me to work from home, making the service more flexible and avoiding conflicts;
The possibility of measuring care and service quality;
Get to check available agents for calls and transfers;
Track each agent's break time.
What do you dislike about the product?
Sometimes I have had technical problems where the tool has flickered.
I did not identify in the tool the option to answer with the call mutated and unmute manually after the start.
The impossibility of choosing whether or not to receive a direct call, transferred by another agent without being assisted.
I did not identify in the tool the option to answer with the call mutated and unmute manually after the start.
The impossibility of choosing whether or not to receive a direct call, transferred by another agent without being assisted.
What problems is the product solving and how is that benefiting you?
I gained four hours out of my day, as I no longer had to travel to work in person.
Flexibility in transferring calls between my team and other people within the company.
The organization of breaks became more fluid and had less impact on distance service.
We were also able to better measure the number of services and their quality.
Flexibility in transferring calls between my team and other people within the company.
The organization of breaks became more fluid and had less impact on distance service.
We were also able to better measure the number of services and their quality.
Recommendations to others considering the product:
1. Always use the tool on the most up-to-date version of your browser;
2. Always consult the service queue;
3. Check availability of your co-workers to provide assistance and coordinate necessary breaks;
4. Whenever possible, after long periods of no service, perform a test for an available colleague and at a time without a queue to be sure of the connection;
5. Always click on connect agent - button that appears frequently below the tool's availability field;
6. Communicate frequently with your colleagues to find out which breaks are scheduled to avoid service lines and lose efficiency;
7. Always set the tool sounds to something that signals you properly for each new service;
8. Avoid direct transfers to another agent, performing in an assisted way whenever possible for the best customer experience - Avoiding the need for him to explain everything from the beginning;
9. update the tool with an F5 every hour;
10. check the computer's updates and settings, as the tool needs everything updated to work perfectly.
2. Always consult the service queue;
3. Check availability of your co-workers to provide assistance and coordinate necessary breaks;
4. Whenever possible, after long periods of no service, perform a test for an available colleague and at a time without a queue to be sure of the connection;
5. Always click on connect agent - button that appears frequently below the tool's availability field;
6. Communicate frequently with your colleagues to find out which breaks are scheduled to avoid service lines and lose efficiency;
7. Always set the tool sounds to something that signals you properly for each new service;
8. Avoid direct transfers to another agent, performing in an assisted way whenever possible for the best customer experience - Avoiding the need for him to explain everything from the beginning;
9. update the tool with an F5 every hour;
10. check the computer's updates and settings, as the tool needs everything updated to work perfectly.
The system is good, but it still has some shortcomings
What do you like best about the product?
1. The system is innovative and practical;
2. Great for working from home;
3. Be able to make outbound and inbound calls;
4. Be able to make transfers;
5. Schedule breaks;
6. Flexibility;
7. Being able to consult a break from co-workers;
8. Power programs breaks still in attendance;
2. Great for working from home;
3. Be able to make outbound and inbound calls;
4. Be able to make transfers;
5. Schedule breaks;
6. Flexibility;
7. Being able to consult a break from co-workers;
8. Power programs breaks still in attendance;
What do you dislike about the product?
1. Sometimes the right ones are punctured or silenced;
2. Problems with connection, even with internet working;
3. Sometimes the system crashes when returning from breaks;
4. Transfers from other assistants enter dumb, however the system is working pergetically;
5. Some calls have a 5 second delay, difficulty in contacting the customer;
6. The requirement to type +55 in all calls;
7. Not being able to set the caller ID with a default number, sometimes our customers receive the contact as "possible fraud";
2. Problems with connection, even with internet working;
3. Sometimes the system crashes when returning from breaks;
4. Transfers from other assistants enter dumb, however the system is working pergetically;
5. Some calls have a 5 second delay, difficulty in contacting the customer;
6. The requirement to type +55 in all calls;
7. Not being able to set the caller ID with a default number, sometimes our customers receive the contact as "possible fraud";
What problems is the product solving and how is that benefiting you?
1. Recognition of internet network in Brazil;
2. Connections with better quality;
3. Quick access;
3. Great quality in the links;
2. Connections with better quality;
3. Quick access;
3. Great quality in the links;
Recommendations to others considering the product:
1. Have a good internet and keep your computer up to date.
2. Clear cookies and history whenever possible.
3. Always refresh the page by pressing F5.
4. Always consult the customer queue.
5. Always keep your browser up to date.
6.Always make assisted transfers so as not to impact the next assistant's care.
7. Always update systems for Nice to work properly.
8. Easy access to information;
9. Intuitive interface;
10. pay attention to the times so as not to go out for breaks together with other users;
11. Fast system;
2. Clear cookies and history whenever possible.
3. Always refresh the page by pressing F5.
4. Always consult the customer queue.
5. Always keep your browser up to date.
6.Always make assisted transfers so as not to impact the next assistant's care.
7. Always update systems for Nice to work properly.
8. Easy access to information;
9. Intuitive interface;
10. pay attention to the times so as not to go out for breaks together with other users;
11. Fast system;
Very Functional easy to use super user friendly
What do you like best about the product?
The user interface is so neat I love the ease of access
What do you dislike about the product?
Sometimes it cuts in and out. Happens at least 2 times a day.
What problems is the product solving and how is that benefiting you?
Phone an acccounting issues
Recommendations to others considering the product:
Gret service easy to use . Love the asthetic it look very clean and proffesional. Would highley reccomend to anyone thinking of using this program.
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