NICE CXone Mpower
NICEExternal reviews
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Lots of Flexibility
What do you like best about the product?
As an agent, it's not difficult to grasp how to take calls/go unavailable/submit dispositions. The dashboard is customizable in every way so that you can easily see what calls are waiting, what your service level is and what agents are logged in and what their current state is. There are a ton of different reporting options too
What do you dislike about the product?
Certain features on the new agent console (Max) do not work as well as they did not the old agent console (Thin Agent/Power Agent).
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
What problems is the product solving and how is that benefiting you?
Benefit wise it is very easy to see the current state of every employee who is logged into the platform
Everything you need on one Screen
What do you like best about the product?
I like that it keeps me up to date with what the Agents are doing.
What do you dislike about the product?
At this time there is nothing i dislike about InContact. thank you
What problems is the product solving and how is that benefiting you?
I am able to create my own page with my team members on my account so that i can keep up with what everyone is doing and if they might need help.
Recommendations to others considering the product:
Its a good and easy way to keep tabs of your service and how long your agents are on a call as well as in dispo. Its very easy to use.
NICE is a good platform for work at home agents
What do you like best about the product?
NICE allows work from home agents the ability to use one platform to log into work, and handle calls, chats and emails via a more efficient system. The integrated softphone via MAX is a particularly useful feature that allows agents to make and receive calls via a stable ISP connection without needing a physical landline. (Bonus!)
What do you dislike about the product?
The downside of using NICE is that the system sometimes experiences lags in system information. For example, the agent box and the dashboard (or "Central" platform) are not always in sync, or agents can get stuck in wrap after a call and have to be manually logged out in order to log back in and grab the next call.
What problems is the product solving and how is that benefiting you?
The newer version of inContact has been a personal benefit mainly due to the integrated softphone system; which allows me to handle calls remotely without the use of a dedicated landline.
Recommendations to others considering the product:
This platform is great for companies who are especially looking to bring on board more flexible or work from home employees. You have the ability to set up employee profiles within minutes and have new hires training and on the phones!
Amazing call center solution
What do you like best about the product?
This system has amazing capability and features for call centers to operate from. The leading feature is the remote capability, giving agents the option to be "out of office, or remote" and still be connected to their call center obligations.
What do you dislike about the product?
Every now and then, the system loads very slowly, or lags. It usually corrects itself within a few minutes or does not last long.
What problems is the product solving and how is that benefiting you?
Remote work with agents, allowing agents to be fully prepped for the call they are about to take, before the caller is patched into them.
Great Software to Manage a Call Center
What do you like best about the product?
The phone scripting software stands above the competition. You don't have to be a hard-core developer in order to use their tool.
What do you dislike about the product?
The integration between the phone system and the WFO system still has a few years of integration before things are seamless.
What problems is the product solving and how is that benefiting you?
We're able to route calls and make changes in just a few hours, whereas most of our competitors take days.
Recommendations to others considering the product:
Get on a good and stable cluster!
Fantastic Versatile Software For Any Business
What do you like best about the product?
I like how many different ways you can use this software and all the different things it can do. Whether you're a telecommunications company or a non-profit this will fit your needs.
What do you dislike about the product?
I do with the reporting was a bit more built out. We have turned internally for most reporting we would like to see built out in the application itself.
What problems is the product solving and how is that benefiting you?
We are able to manage 800+ sales agents taking calls for 15+ brands and have a solution that fits for the structure of each. This is a multi-faceted product that enables us to form and solve for unique needs without a snag.
Recommendations to others considering the product:
I would recommend working with inContact on your businesses specific needs, what they have built is immensely flexible and will work for what you need it to. They are also coming up with really interesting advancements that are attribute based with skill routing.
User friendly
What do you like best about the product?
The layout is very eye pleasing, and simple to use
What do you dislike about the product?
Just some systematic issues and outages we experience weekly with the dialer.
What problems is the product solving and how is that benefiting you?
Easy to pull recorded calls for training purposes, and monitoring. The Queue counter allows to see agents on the floor as a whole, and make sure we are being efficient.
inContact Review
What do you like best about the product?
There are a lot of cool functions and tools to use. I mainly use HOO profiles, audio files, dispositions, points of contact, and skills. I like the way things are set up and are easy to navigate.
What do you dislike about the product?
Loading times - a lot of the time it takes several seconds for something to load. If it happens with every click, it really slows down the process.
What problems is the product solving and how is that benefiting you?
It's nice that changes made in inContact go live immediately. If a problem occurs, an adjustment can be put into place almost immediately.
InContact User and Admin since 3 years
What do you like best about the product?
I really like the flexibility that InContact provides to run operations on the cloud. The PaaS model that InContact provides is ideal for a Mid Size Organization, out of the box and with some modifications and fine tuning, it can also be implemented to larger organizations. The dashboards are live and a great source of information in the real time. The Customer Support team at InContact is really helpful as well.
What do you dislike about the product?
Some of the features in the built in dashboards are not fully modifiable
What problems is the product solving and how is that benefiting you?
Business Continuity becomes much easier
The Ability to logon from anywhere using just a regular cell phone is great
The Ability to logon from anywhere using just a regular cell phone is great
Recommendations to others considering the product:
Good Product if you run a small or medium Service Desk seating about 20 resources
Solid Performance
What do you like best about the product?
The system is easy to configure and behaves as configured. Featureset is modern and constantly evolving. Support is stellar.
What do you dislike about the product?
Nothing to report so far, pleased with features, functionality, development life-cycle, and amazing support team.
What problems is the product solving and how is that benefiting you?
This product has allowed us to integrate calling features into an existing system seamlessly, thereby increasing satisfaction with our existing customer base as well as improving our sales success. Happier existing clients and additional clients to keep happy.
Recommendations to others considering the product:
Stack them against the competition, kick the tires and you should see that it has all of the necessary core functionality along with many / most of the modern features floating around out there.
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