NICE CXone Mpower
NICEExternal reviews
1,701 reviews
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A refreshing user Experience!
What do you like best about the product?
The dashboard makes important KPI data so easy to read and monitor!
What do you dislike about the product?
I have yet to find anything to dislike.
What problems is the product solving and how is that benefiting you?
It keeps the most important call center KPI data front and center. InContact has made it extremely easy to live monitor my staff!
Great tool, excellent reporting occasional garbled VM
What do you like best about the product?
Dashboards and Reporting, ease of configuring
What do you dislike about the product?
Occasionally VM playback is garbled. Have reported, seems to be improved
What problems is the product solving and how is that benefiting you?
Support center , routing calls to appropriate agent with the right skills
Recommendations to others considering the product:
Great tool, workforce intelligence works great for a call center but not a technical support center. Data is amazing
Amazing integration options and configurability
What do you like best about the product?
inContact studio for programming routing, integration with Salesforce and external data for intelligent routing and advanced logic
What do you dislike about the product?
SaaS-related downtime, shared systems, avoidable mistakes in their IT management that cause downtime
What problems is the product solving and how is that benefiting you?
Intelligent call routing based on who is calling, what entitlements they have, case# or work order# entry and screen popping/integrated call logging in Salesforce.
Recommendations to others considering the product:
Be careful of their downtime. Sometimes outages are very impactful.
Best In Class
What do you like best about the product?
The reliability and stability are unmatched. Great features that work together seamlessly. Least amount of down time I've ever seen.
What do you dislike about the product?
The interface isn't exactly pretty. Even with their 17.1 release it still looks about 10 years old which was in improvement on the late 90's look it's had since the late 90's.
What problems is the product solving and how is that benefiting you?
InBound and OutBound contact center for a company with about 50 agents. The new WFM tools from Nice are nice but still need of some work. Scheduling people is easy. The dialer is unparalleled. The omnichannel routing is easy to setup and modify on my own.
Recommendations to others considering the product:
Do a thorough evaluation. Bring in all the players. Don't keep it siloed to just IT. The contact center affects vastly more pieces of the company than most realize. Read the reports that are published; buy at the end of the quarter to get the best deal.
New to NiceInContact
What do you like best about the product?
We started using this software within the last year. They are still working out the kinks but it has been been better for inbound calls, stats review, and scheduling.
What do you dislike about the product?
Some kinks to work out for different skills I have to work in. those are the kinks they are working out.
What problems is the product solving and how is that benefiting you?
not having to have a hardlined desk phone. ease of scheduling, stats review, skill sets
Recommendations to others considering the product:
more testing
No issues with InContact or it's Partners
What do you like best about the product?
The service you receive, the people are great and they actually care!
What do you dislike about the product?
There are times when it takes a while to get back to you.
What problems is the product solving and how is that benefiting you?
Business analytics
Recommendations to others considering the product:
NA at this time
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