NICE CXone Mpower
NICEExternal reviews
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Simple for its purpose.
What do you like best about the product?
Being able to access calls from anywhere -- doesn't limit to being stuck to a landline. Just turn-on the laptop, sign-in, and we're connected.
What do you dislike about the product?
The volume feature is lacking; no matter how loud I have my program and speakers to, whenever I receive a call, the volume is minimum --- when working in the office, this caused a huge problem in hearing customers, with the noise around me.
What problems is the product solving and how is that benefiting you?
The program has been a great asset, especially during these uncertain times, as we are able to work from home with ease.
Recommendations to others considering the product:
Adjust settings so volume can be louder and in sync with computer levels.
Flexible Cloud-Based Call Center Telephony - Only Goes Down Sometimes!
What do you like best about the product?
Requires no installation by the user; totally cloud-based. Allows all normal call-center applications / functions without the need of an installed client.
What do you dislike about the product?
Interface can be clunky and challenging to navigate. Reporting is not as streamlined as some other platforms, and the dashboards are cumbersome to navigate.
What problems is the product solving and how is that benefiting you?
Diverse, long-distance offsite calltakers are able to work well as if on-site, which is exactly the point. Has allowed additional off-site call center employees and has improved timeframe for onboarding.
New to inContact
What do you like best about the product?
It shows more details to keep the team connected.
What do you dislike about the product?
The interface seems outdated and could use a make over.
What problems is the product solving and how is that benefiting you?
We use inContact as a phone system and to track accountability.
Transition to the Cloud
What do you like best about the product?
I love having the autonomy to create my own dashboard, reports and views into all of the data from the contact center and not always having to rely on the IT group for everything technical. We set up agents and mange the skills and routing and can do it real time. Saves so much time and energy and explaining to someone who doesn't understand all of the dynamics of the CC. We have a shared environment of about 150 different lines. I love the freedom and stability that this product has given us - along with the fact that they do all of the heavy lifting for maintenance and upgrades!!
What do you dislike about the product?
Sometimes there are certain things that it takes awhile to get changed or upgraded if you are one of few users with a specific need - example chat reporting and transcripts and the ability to export these - there is none - so we had to build our own tool to extract the data.
What problems is the product solving and how is that benefiting you?
Built in maintenance - flexibility to scale up and down as the business does with out additional costs, very little down time, the inContact team is very responsive and easy to work with!!
Quality Assurance machine!
What do you like best about the product?
The interface is a bit “old school”, but once you get the hang of it - it’s incredibly easy to use! We use NICE to monitor calls for our call center and it provides information on the caller, the team member taking the call, and the exact call type (i.e. which department they call in to). We are in the process of switching to a new system, but only to consolidate systems between lines of business.
What do you dislike about the product?
It can be a bit slow when switching between functions. It certainly isn’t a deal breaker, but it could be faster.
What problems is the product solving and how is that benefiting you?
We are able to record and monitor calls coming in to and going out of our contact center for Quality’s Assurance purposes. When we roll our new processes, we are able to ensure employees are following the appropriate procedures.
inContact transformed 211 call centre service in Ontario
What do you like best about the product?
Customer support
Continuous improvement and new features
Good understanding of customer needs
Continuous improvement and new features
Good understanding of customer needs
What do you dislike about the product?
I wish inContact offered IP service from a location in Canada
sometimes a challenge to keep up with the pace of change
sometimes a challenge to keep up with the pace of change
What problems is the product solving and how is that benefiting you?
5 virtually integrated centres providing service as a unit from 5 independent centres
Integrated scheduling for 4 centres
Streamlined automated surveys measure both CSAT and later, Outcomes
VoIP technology
Elimination of phantom calls
Days to implement instead of weeks or months
Complete flexibility in call routing
Excellent technical vendor support and single point of contact for internal support
50% of agents equipped and experienced at working from home
Integrated scheduling for 4 centres
Streamlined automated surveys measure both CSAT and later, Outcomes
VoIP technology
Elimination of phantom calls
Days to implement instead of weeks or months
Complete flexibility in call routing
Excellent technical vendor support and single point of contact for internal support
50% of agents equipped and experienced at working from home
Recommendations to others considering the product:
Excellent product
A very good cloud based ACD system
What do you like best about the product?
InContact is very easy to use, the support is fantastic and responsive and definitely brings their best foot to the game.
What do you dislike about the product?
I will say that some of the interface can be a little clunky to look around. Reports, especially customized ones, can be a little hard to sort out but they are introducing new layouts/interfaces shortly to handle this so we do look forward to those issues being addressed.
What problems is the product solving and how is that benefiting you?
We need a solid and responsive call system for our support center. InContact provides a health of information in terms of individual agent details, call center data and SalesForce integration which is a great to our organization's success. The level of detail available is actually very surprising, in a good way.
Recommendations to others considering the product:
This is possibly one of the best "call center" softwares I've dealt with in my 20 years of working in this capacity. There are always things that could be better but inContact does take those and into account and works to improve the product. Their support is bar none the best from any ACD provider I've worked with. They are responsive both over the phone and via chat on their website.
User friendly and effective
What do you like best about the product?
First of all I like how user-friendly the system is. I'm able to answer calls and see all my information logged (phone numbers, start time of call, and duration of call). I can also search for a phone # in my history easily.
What do you dislike about the product?
Sometimes after a call if I forget to click release or end wrap up I'm not showing up as being logged into all primary groups and I miss opportunities to get calls. If there was a way to notify me that would be helpful
What problems is the product solving and how is that benefiting you?
Able to respond to customers quickly.
InContact has allowed us to grow our business over the course of the past five years
What do you like best about the product?
I like how their dashboards work. They make it easy to create new skills and monitor those using real time dashboards.
What do you dislike about the product?
They need to have the ability to create agent profiles. Our company has a lot of skills and every time we have a new agent start, you have to add all skills manually instead of just clicking a button to add a profile that already has those skills assigned
What problems is the product solving and how is that benefiting you?
Helping us to make more outbound call attempts within a much faster time frame and create automated call strategies within their scripting architecture to where we can deliver voicemails without the need for human intervention
NiceInContact
What do you like best about the product?
Its very easy to work with. was able to go right in and use with my contacts
What do you dislike about the product?
nothing specifically is there that I would say I dislike it is good product
What problems is the product solving and how is that benefiting you?
General contact use and followup
Recommendations to others considering the product:
None
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