NICE CXone Mpower
NICEExternal reviews
1,718 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Daily User
What do you like best about the product?
That I can see all of the Reps online...
What do you dislike about the product?
That the line disconnects when they are on the phone
What problems is the product solving and how is that benefiting you?
Phone call coming in from providers. That the call can be transferred and that I can stay on and listen if needed
Recommendations to others considering the product:
Make sure to have the right internet service to support your connection
The most reliable program you will ever use.
What do you like best about the product?
We rarely have issues with this our phones, but when we do they are fixed very quickly. It is extremely easy to use and they are frequently updating to prevent bugs. I like that you can see a report of how many calls have been taken/missed and they send a report of your service level monthly. The address book that is built-in makes it easy to dial out to anybody in the organization by just typing a name. I use this program every day, so I like that there is an option for this to log in automatically every morning without me having to sign in daily.
What do you dislike about the product?
There are times that the program will freeze. The "History" or call log is not always accurate. So, if you forget to write down a phone number or get disconnected, you might not be able to locate the number that just called you or the number you just dialed out. I wish there was more customization with phones. For example, more ringtones or a more aesthetic appearance or theme, but that is just a preference.
What problems is the product solving and how is that benefiting you?
We are able to grade our "customer service" with NICE inContact. As a whole team, we are able to use the reports to measure how long we are on the phone, how many calls we have missed, and the call volume of each individual group to see if we need to balance a workload. I also like that the program will show who is available on the team you work with. This is helpful when I have a customer on the phone who needs to speak to a specific person. I can quickly check the page to see if my coworkers are unavailable in a meeting.lunch or a break!
Recommendations to others considering the product:
This program is everything you need for your business. I would really recommend NICE inContact if you are facing issues with customer service goals. The visibilibity it gives to the members of your team will give them motivation to do better and also gives visibility to supervisors/managers on where the energy should be focused.
User Friendly - Easy to Navigate - a usefull tool
What do you like best about the product?
It is user friendly, easy to navigate, easy to learn. a very much needed tools for those who is working in BPO or company in BPO Call center
What do you dislike about the product?
None. Everything works fine. East to navigate, dashboard was usefull
What problems is the product solving and how is that benefiting you?
you get to see the volume of call, graphics for analysis is well created as well
Recommendations to others considering the product:
Its a must tools
it's a grate tool to work with amazing
What do you like best about the product?
call quality and communication with our customers.
What do you dislike about the product?
when you press f5 by mistake and disconnect you from the call you at
What problems is the product solving and how is that benefiting you?
help solve our customers issue.
It's great!
What do you like best about the product?
It's really fast and efficient, working with this plaftorm is great! In the company we work at we use this system and it helps us with a lot of support for our clients, the best thing about it it's also when a call comes in the system automatically opens the call and pops up the client information, like I was mentioning, it's great to have a platform that helps us with the clients really fast and gives us all the tools to provide customer service. I love working with this system and I love the company I work for, they make the greatest team.
What do you dislike about the product?
Somethimes it's a bit laggy but most of the time works great! The good thing is that we just report any issues to our manager and he gets in touch with you guys and it gets fixed really fast and easy.Sometimes it kicks me out but most of the time it works really nice.
What problems is the product solving and how is that benefiting you?
A lot of customer support issues, but like I've been saying, this system is a life saver, I am proud to mention that I use this platform, it's really easy to use, we handle a lot of customers that need our help and this is the perfect way to let them know that we are here for them, and this is the best way to let them know we care, with a fast and eay to use platform that can allow us to resolve their problems faster
Recommendations to others considering the product:
It's really good so far it's the first time I use a system that works very smooth and does not give me problems.
NiCE inContact: Great Platform for Call Center Work
What do you like best about the product?
This platform is extremely user friendly. Agents are able to customize their softphone settings in order to make their job easier. Supervisors can send agents messages directly to the MAX screen which is a great advantage. The A/V notifications on this platform are very helpful, making it clear when a call is coming in and when the line has connected. This program makes my job very doable and I am thoroughly pleased with using it in order to complete my work.
What do you dislike about the product?
Sometimes agent messages are slow to come through, creating an unnecessary and sometimes awkward pause when speaking to a donor/customer, especially on callbacks. There have been two instances, through out the time of my use with this program, where it has gone offline, making me unable to do my job. Sometimes the website has been slow to load which has caused some issues in being able to start my work on time, as there is no way of knowing when this issue will happen, i.e. there is no warning.
What problems is the product solving and how is that benefiting you?
This program makes working remotely from home extremely easy and possible. It allows agents to work within the safety of their homes while the pandemic crisis is in effect. It eliminates the need for an agent to use a personal phone device or business phone in order to complete their work. It makes calls easier to track by providing a call contact ID for each call. It records all calls so that they can be reviewed by higher management for the purposes of accuracy and quality control, as well as to resolve any issues that may happen while on call.
Recommendations to others considering the product:
I would definitely recommend this platform for use of call center work.
Medical Review Officer Assistant
What do you like best about the product?
Everything is well organized and user friendly.
What do you dislike about the product?
It can take awhile to load the MAX agent.
What problems is the product solving and how is that benefiting you?
Organizing team members calls, being able to see whose working what and how long, building easy reports from NICE.
Very flexible and versatile product!
What do you like best about the product?
the amount of details that it shows for all agents on the phone.
What do you dislike about the product?
I would prefer it set up standard reports. It allows reports but you have to create them from scratch.
What problems is the product solving and how is that benefiting you?
Tracking time between calls. Tracking how long agents are on calls.
Recommendations to others considering the product:
Very versatile and customizable tool!
Good Application for Customer Service
What do you like best about the product?
It has everything a regular phone would have. hold, transfer, end call.
What do you dislike about the product?
There are times when application has glitches but nothing a restart of application cant fix.
What problems is the product solving and how is that benefiting you?
It shows me how long i am on a call, how long i have a pt on hold. i usually use that to make sure my time on a call is distributed accordingly.
showing 571 - 580