NICE CXone Mpower
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Nice Incontact
What do you like best about the product?
Ease of monitoring calls in the supervisor mode
What do you dislike about the product?
I wish the reports were easier to pull and read.
What problems is the product solving and how is that benefiting you?
Long call times, call avoidance, long holds, escalated calls. Monitoring agents and supervisor calls. Pulling metrics
I've never had an issue with NICE ever since I was introduced to the system!
What do you like best about the product?
The ability to create dashboards, edit them and most of all, the system is user friendly!
What do you dislike about the product?
The lag of logging in sometimes, but all good after a while
What problems is the product solving and how is that benefiting you?
Problems of system lags help us verify the information before any action.
Recommendations to others considering the product:
The system lags when attempting to log in.
NICE InContact contribute to the new remote work era
What do you like best about the product?
Open fast, has good voice quality and internet stability
What do you dislike about the product?
Lack for a way to split the two sides of the conversation for record separately
What problems is the product solving and how is that benefiting you?
Allow to work from home as it was from the office, client don´t notice any difference
Recommendations to others considering the product:
See all Computer requirements for better stability. In some cases with insufficient memory ram, it is possible to be frozen. But when you have a good ram inContact agent has good strength, although internet velocity has lower in some cases.
Efficient and proactive.
What do you like best about the product?
The ability to see when are my breaks and lunches. I can also check my other partners' time of availability or if they are in their lunches and break. I can also transfer the contacts for a different department. They also have this feature that allows you to log in before actual login in, which is good for cases when you are late. Due to this, I am able to click on "Auto-Login" and "Remember Password" in order to arrive sooner. I do also enjoy that every chat have different colors, which makes easier to remember which contact or customer your dealing with,
What do you dislike about the product?
Sometimes it freezes when I have more than 1 contact. I hate that I have to click several time on the same contact in order to proceed to a different one. I also dislike that it does not ask you if you want to park an email as confirmation, you just click it by accident and it parks it.
What problems is the product solving and how is that benefiting you?
I can multitask between 3 or more customers. I can also check when was the last time I interacted with them. I can see who texted the last, or how long is my contact. I have access to different shared files from my organization which makes easier to reply to the customer faster. I also have this signature feature and others canned replies where I just have to modify the changeable information.
Recommendations to others considering the product:
Make sure to be patient. Once you click on a contact you must wait a few minutes or either click on the rectangle that has the contact instead of the window that has the contact. It will load faster clicking the rectangle.
NICE inContact. One of the Best Systems for Telecommunications
What do you like best about the product?
The UI of the Dashboard and the extra items that can be used in this system such as ClearView and WFM IEX. These systems make managing our business so easy. Being able to see call data in this fashion allows us to see trends and prepare for upcoming increased call volume. The features and freedom that we can have with the system really assist with day to day business needs. We have the ability to live listen on calls and assist our agents on the call with ease through the supervisor tool. You can listen, speak with just the agent, speak with the agent and the customer at the same time, and even take over the call from the agent if ever needed. We also make great use of the Contact History that the system provides. This allows us to look for trends and even pull calls at a moment's notice to look for things needed on the call or even to troubleshoot certain issues we may be having such as audio issues.
What do you dislike about the product?
Unforeseen Errors with Max Agent. These can make issues with the current Work From Home period really difficult to make sure what an agent is seeing and how to correct it in a timely manner. There are also issues whenever there may be maintenance that we as users could have issues that day due to needing to reset our connections or even have a feature break that does not allow us to work at full compacity. These are normally caught right away and NICE will work to resolve these as quickly as they can.
What problems is the product solving and how is that benefiting you?
We are able to use this system for reporting that is saving a lot of time. This allows us to pull a lot of data in an instant. Being able to see call data in this fashion allows us to see trends and prepare for upcoming increased call volume. We are also able to route calls in other directions if ever needed. We have 3 centers in 3 different states and this has allowed us to be able to route calls to each other whenever another center is in need of assistance. The recent storms over the last few weeks have made recovering a lot easier.
Recommendations to others considering the product:
People who need data in order to function efficiently. To have an easy system that workers can navigate and not have frustrations due to complicated processes. To allow instant action whenever needed.
Informative and User Friendly
What do you like best about the product?
What I like most about InContact is the fact that not only can I see incoming calls, I can see them in the prequeue while the caller is still pressing menu options. This simple feature is very useful because it allows me to better prepare myself for that next call. Not only that, it also shows me what type of call to anticipate which is very important when working in a crisis center because you have to know how to greet the next caller appropriately. Very useful for me.
What do you dislike about the product?
One of the downsides of InContact is the some of the premade statuses that you put yourself in are automatically set to time you out of your InContact session if you go past 30 minutes, ex: Lunch Break, Texting, etc. If you are not constantly watching the time, you could be logged out for quite some time and not even realize it. I wish there was possibly a pop up box indicating that you have a set amount of time remaining before the session times out. That would be very helpful.
What problems is the product solving and how is that benefiting you?
The company that I work for doesnt handle too much problem solving tasks with InContact however I do enjoy the prequeue option on the Contact List because this allows you to click on the call and see what number is calling you before you even take the call. It even tells you how long that caller has been holding. This is especially helpful when it comes to repeat or crisis calls
Recommendations to others considering the product:
Definitely a great program to work with and is user friendly. Easy Dashboard to access the necessary components. Also gives you the option to allow the system to remember your log-in which is very useful when trying to log into the database quickly and in a hurry. inContact is very informative when it comes to providing caller information such as phone number and amount of time on hold. Also has call features such as hold, conference, transfer just as you would with a regular desk phone. Definitely taking over the virtual phone game for sure!
Better than most
What do you like best about the product?
The lay out is very easy on the eyes and organized. I like that it was very easy to learn and navigate.
What do you dislike about the product?
I dislike that if I have a caller on line 1 and call another department on line 2, if for some reason line 1 gets disconnected, line 1 isn't freed up so that I can use it to call them back,
What problems is the product solving and how is that benefiting you?
It’s a much nicer program than what we were using before. no phone is need for my work
inContact review
What do you like best about the product?
The fact that the application makes CX better.
What do you dislike about the product?
I m really satisfied with the product to the point that overall everything has been great so far.
What problems is the product solving and how is that benefiting you?
meeting customers needs as far as making their experience better while trying to purchase our products
Recommendations to others considering the product:
Overall I will recommend NICE software in order to transform your company CX experience for better results and customer satisfaction
In Contact is a pretty good system
What do you like best about the product?
I like clean layout. Everything is well organized and easy to find. I would also say that at the office, incontact is very fast and responsive. I've never had any issues with the system. Overall the most helpful thing is the callback feature and how each call is automatically sent to you when you're in available. Its amazing!
What do you dislike about the product?
The only con is that it is hard to listen to your QA's without it opening too many pages. I wish it would be a bit more compatible with other web browsers. Sometime the agent crashed as well so you'll have to have a team lead log you out of the system. That can sometimes affect your adherence in a negative way. Last thing is that its hard to view your pie chart since its sometimes hard to find your name on the agent list. Overall if those few things could be corrected id say it would definitely help the internal processes for the agent.
What problems is the product solving and how is that benefiting you?
Incontact is helping solve the issue of call backs. Because of its automatic call backs being inbound and outbound, it stops us from having to call people back manually. This definitely is a feature that keeps Arbonne customer service very responsive. One benefit I've realized is that the customers really like when they receive a call back. They don't know that incontact is the system that automatically calls them back for us!
Recommendations to others considering the product:
I recommend clicking around to become familiar with the software. Give it a chance!
Awesome product
What do you like best about the product?
The queues are very helpful and self explanatory. Even a layman can understand Nic Incontact.
What do you dislike about the product?
There is no option of mirroring one agent to another
What problems is the product solving and how is that benefiting you?
Very easy when it comes to making dashboards, prepare leadership level reports.
I like how there is so many option to customize every report and make a new product any time you wat out of it.
I like how there is so many option to customize every report and make a new product any time you wat out of it.
Recommendations to others considering the product:
It's a great tool. Go for it and you will not regret your decision.
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