NICE CXone Mpower
NICEExternal reviews
1,715 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Extremely easy to operate. Best tool for chat/voice process.
What do you like best about the product?
The best part about NICE CXone is it's speedy and without any time delay of even a microsecond. Whatever you type will reflect in the tool immediately. In contrast, the tool we previously used was having a time delay of a few microseconds which was really inconvenient. Apart from that, the real-time monitoring of the transactions/chats is pretty cool.
What do you dislike about the product?
I do not like the NICE CXone VCC Max that comes as a pop-up window, and we have to work on the window to take chats/calls. It should be something like a separate browser tab instead of a pop-up window because when we click somewhere else on the screen, the window hides. Or it should be like sticky notes
What problems is the product solving and how is that benefiting you?
We solve e-Commerce related problems for the customers. Basically, on chat/call using NICE CXone, we have conversations with the customers and resolve their issues. After switching to NICE CXone, the average time taken to resolve the problem has reduced tremendously. Thank You, NICE CXone!
Recommendations to others considering the product:
1 - Make the NICE CXone VCC MAX sticky on the screen. The pop-up has to be visible all the time.
2 - Improve sound quality, the notification sound when a chat/call comes
2 - Improve sound quality, the notification sound when a chat/call comes
Easy to use dashboards with clear and accurate information on call queues
What do you like best about the product?
As an employee who uses NICE CXone I enjoy the agent list on my dashboard, it is very accurate and lets me know instantly whether or not my collages are available. This is extremely helpful for my position as a call coordinator as it saves me times by letting me know instantly when someone is open to taking a call or will need to call back
What do you dislike about the product?
There are a few things I think could be greater improved. I'm not sure if this is related to my company, but I do not enjoy the auto-accept for calls when I have the phone linked to sales force. When we were using cisco we would always be given the option to accept or reject a call when needed, now I have to unlink the phone after every call to get an accept or decline option. Overall that is not terrible, but it does add an extra step to my workflow
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
What problems is the product solving and how is that benefiting you?
The greatest benefit NICE CXone has for my team specifically is the queue visualizer in our dashboard. Our team is highly competitive and tries to keep our queue empty with very fast response times. Having that visual on how many calls are in queue, how long they have been in there and the percentage that we reached them within our time limit is helpful to let our team reach is call goals and show our company numerically that our team is the best.
Recommendations to others considering the product:
Wonderful phone system and dashboard for fast-paced professional workplaces that require phone systems and queues for workflow
Fast, efficient and reliable
What do you like best about the product?
What I really like about Nice CXone is how fast the calls connect directly to the integrated phone, there is no need to have an additional softphone or a physical phone and then wait for the call to come in to accept it, just log in and the call will connect automatically reducing the probability of a dropped call.
What do you dislike about the product?
The calls are flowing like a charm, however, the chats are not quite fast, the window gets stuck when I move from one chat tab to another, it takes around 2-3 seconds to completely load the chat. It may not sound like a big-time, but dealing with 20-30 chats would seriously impact the performance stats.
What problems is the product solving and how is that benefiting you?
NICE CXone has drastically improved my performance as an agent, by having just one application running to handle the calls, my computer is running smoother, reducing the time I have to spend to continue with my call flow. Nice CXone has helped me to improve my performance as an employee.
CXone is a great program that I use for work and would be great fro anyone needing to communicate.
What do you like best about the product?
What i like the best is the different options that are provided.
What do you dislike about the product?
What I dislike is that sometimes the connection doesn't stay through.
What problems is the product solving and how is that benefiting you?
I use either Chrome or the Incognito if the connection does not go through, or I relog in
Great Product!
What do you like best about the product?
This product is intuitive and easy to maneuver
What do you dislike about the product?
sometimes it can time out and disconnect unexpectedly
What problems is the product solving and how is that benefiting you?
solving the issue of tracking adherence and usage of the product. It has the benefit of being easy to figure out and use
Good, but could be better
What do you like best about the product?
Aux codes and seeing how long I've been on break.
What do you dislike about the product?
I have to open CX one and then Salesforce to sign in. Sometimes I'm logged out for no reason and can't just log back in on my aux code. I have to go back to reopen CX one and then salesforce again. It should be one easy workflow instead of two.
What problems is the product solving and how is that benefiting you?
Sometimes, I'm logged out for no reason. I benefit from seeing how long I've been on a particular aux.
Recommendations to others considering the product:
Pay attention to your aux code
Crucial and works as expected
What do you like best about the product?
It gives me the visibility that I need, and all buttons on the main page are properly located.
What do you dislike about the product?
Currently, there is not a specific downside other than the fact that figuring out how to pull up reports is a bit of a hassle.
What problems is the product solving and how is that benefiting you?
We use it in a call center; we have customers call in to buy a product that we sell. Everything works smoothly 99% of the time; it keeps our production up by decreasing the dropped calls and leads since it works very well almost all the time.
Recommendations to others considering the product:
It is a very straightforward and easy-to-use tool. It will do what is expected of it and will be very efficient at it as well.
ALL Superb! No hustle for contacting someone. Thanks for this experience!
What do you like best about the product?
No hustle. My experience here is likely awesome.
What do you dislike about the product?
I just dislike the time when I left my nice running. It automatically switches off.
What problems is the product solving and how is that benefiting you?
Benefits of doing the work done right away. The distro is all here. No garbled sounds from the other party.
Recommendations to others considering the product:
They should switch to Nice because it is really easy to use. No hustle.
NICE CXone - Very intuitive and reliable for business
What do you like best about the product?
It playes a crucial role in our work environment to staty connected with busniess clients situated around the world. It is reliable and easy to access for our empolyees with out any trouble. It alos provides the real time report to track the number of calls attended.
What do you dislike about the product?
It is bit hard to find the diadvantage of using this software, but I would like to suggest chnage the position of the mute button to somewhere else on the screen in order to avoid the confusion disconnect the call mistakenly.
What problems is the product solving and how is that benefiting you?
With the use of NICE CXOne we can attend the the calls from our clients and get the valuable feedback of our products. It has also been benefitted to trafer a calls in appropriate department in the perpose of escalation.
Easy to use and self explanatory
What do you like best about the product?
The pop up feature, hard to miss visually,
What do you dislike about the product?
Can not change ring tone is ear pearcing
What problems is the product solving and how is that benefiting you?
N/A
showing 51 - 60