NICE CXone Mpower
NICEExternal reviews
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Excellent Features-Buggy System
What do you like best about the product?
One thing that stands out about InContact is its ability to handle different avenues of contacts such as phone calls, as well as email, SMS, and IM contacts.
What do you dislike about the product?
While InContact gives you the ability to handle multiple types of contacts, the agent itself is quite unreliable, and the support offered is less than stellar.
What problems is the product solving and how is that benefiting you?
We've been fortunate to utilize the skills to maintain brand focus.
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.
NICE is very easy to navigate/use but has become very unreliable and we constantly have tech issues
What do you like best about the product?
Simple to navigate. User Friendly and easy to read
What do you dislike about the product?
the system is unreliable where our agents constantly have to restart the program because either the caller can't hear them or they can't hear the caller. The system will drop calls while they are speaking to customers. This has been the same experience for most of the teams we work with within our company who also use NICE.
Also, there are so many reports that should be showing the same data but they do not. For example, the prrebuilt reports will show how many calls we take in a day and the SLA. But the custom reports with the same perameters will show different data.....
Also, there are so many reports that should be showing the same data but they do not. For example, the prrebuilt reports will show how many calls we take in a day and the SLA. But the custom reports with the same perameters will show different data.....
What problems is the product solving and how is that benefiting you?
trying to solve for poor customer/user experience.
Recommendations to others considering the product:
Cisco Finesse was very reliable and did not have as many issues we are experiencing with NICE
It's ok, but a little clunky in some ways
What do you like best about the product?
I like that I can paste phone numbers in any format
What do you dislike about the product?
I dislike that I have to click into the number field after clicking "new" before I can paste. Also, why does the window expand when I'm on the call? If it could just stay the same width it would help me arrange my browser windows better. Finally, there REALLY should be a smartphone app by now, it's 2021.
What problems is the product solving and how is that benefiting you?
ummm... this is a silly question. We need to reach customers. Your software is how we reach them. It's pretty simple.
Recommendations to others considering the product:
It's fine
Slow start.. Getting better
What do you like best about the product?
Ease of use and full control over routes with Studio.
What do you dislike about the product?
Reporting still lacks basic features, and I am still waiting for the "Internal ID" field to be exportable in Custom Reports. If it is not a usable item, then don't provide it. Dashboards are frequently incorrect.
What problems is the product solving and how is that benefiting you?
After a rough start in 2017 and 2018 the quality and up time has improved. The reporting is still subpar.
Recommendations to others considering the product:
After a rough start in 2017 and 2018 the quality of service and uptime has improved. Reporting still lacks basic features, and I am still waiting for the "Internal ID" field to be exportable in Custom Reports. If it is not a usable item, then don't provide it. Dashboards are frequently incorrect.
Does the job- with some areas of improvement
What do you like best about the product?
Simplicity to login and connect and direct the calls to my number of choice. To view user availability and ease of transfer.
What do you dislike about the product?
I dislike the fact that, I can't see caller id, missed calls are- not able to be identified and the calls go to the voicemail of the destination number vs an office vm. I wfh, so calls are directed to my house line and vms are left on my home vmail box.
Ability to access the keypad quickly in a call is also frustrating.
Ability to access the keypad quickly in a call is also frustrating.
What problems is the product solving and how is that benefiting you?
Abiilty to track activity (call duration) and identify who is logged in and available.
Good system
What do you like best about the product?
I like being able to park my emails and go back to them later when I don't have an answer right away.
What do you dislike about the product?
When you accidentally hit the requeue button on an email, it doesn't ask to confirm. Sometimes I accidentally press that button and it just does it. The same when you transfer an email.
What problems is the product solving and how is that benefiting you?
I'm not sure? I can't think of any.
user friendly
What do you like best about the product?
visually appealing and user friendly from screen to screen
What do you dislike about the product?
slow when trying to open launch supervisor and has glitches often; workers are often reporting that they get refused calls, hold button has issues- workers report that they have trouble clicking the hold button to return to the customer after placing them on hold
What problems is the product solving and how is that benefiting you?
easy to pull reports and view activity of staff
InContact is a reliable service that I use throughout 90% of my work day.
What do you like best about the product?
Incontact provides a user-friendly interface and a dependable service. I have been using InContact for over two years now. I remember using their previous agent and now their updated Max Agent. There are rarely any issues and when there are they have a reliable IT team. I know that I can count on InContact on a daily basis with minimal interuptions.
What do you dislike about the product?
The layout isn't the most pleasing to the eye, an updated and more modern-looking interface would be helpful. Right now, it seems a little outdated. I would also like to see if, when receiving text messages, someone could add an auditory alert. Without the sound, it isn't easy to notice when one is receiving a text unless they are at their computer at all times.
What problems is the product solving and how is that benefiting you?
InContact is connecting me with chronically ill patients daily. Having the option to call from anywhere in the country using a wifi signal has been great. I know that patients are able to hear me well over the phone and InContact is helping my company improve lives.
Wonderful product but...
What do you like best about the product?
It is an appealing system visually, and it runs smoothly.
What do you dislike about the product?
If it were able to speak with our other system, Order Entry would be much more efficient.
What problems is the product solving and how is that benefiting you?
The ability to communicate with the customer and have all of their information available is fantastic.
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