NICE CXone Mpower
NICEExternal reviews
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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
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.
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