NICE CXone Mpower
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Review Nice in Contact
What do you like best about the product?
That you can see who is connected and request support either by communicating with a department or escalations
What do you dislike about the product?
That sometimes the phone does not have audio and sometimes it is difficult to reestablish to be able to receive calls correctly and the calls I made during the day or some other date are not seen.
What problems is the product solving and how is that benefiting you?
It is a practical and easy-to-use tool, you can transfer calls, make conferences, consult with other departments, you can see which departments and who are connected and the colors are colorful.
Recommendations to others considering the product:
I recommend using the tool, it is a good work tool.
Easy to Use
What do you like best about the product?
overall the quality of the system, the sound, and easy to use. We had another service. However, there was always dificulties
What do you dislike about the product?
There is not very much to discuss regarding the difficulties of the product
What problems is the product solving and how is that benefiting you?
there is always support
Nice In Contact is an amazing user-friendly software softphone application!
What do you like best about the product?
Our Company has utilized Nice In Contact upon the Covid pandemic for employees to work from home to contact our clients at home.
What do you dislike about the product?
We actually like everyting about Nice In Contact
What problems is the product solving and how is that benefiting you?
And company-wide we utilize the features of my zone, my schedule, time-off request, evaluations, shift bidding and coaching!
Recommendations to others considering the product:
Nice In Contact works well and we highly recommended it to all Companies and Organizations!
Security and synchronization which are both vital in the industry comes in handy.
What do you like best about the product?
You can literally load it in a snap. No more unnecessary waiting time once credentials are validated and making calls makes life really easy.
What do you dislike about the product?
Nothing so far as I have been comfortably using it.
What problems is the product solving and how is that benefiting you?
No more Avaya phone lines :D
Recommendations to others considering the product:
Space spavers because I no longer need the Avaya phone line - just have to use best of headset around.
Recommendation
What do you like best about the product?
Easy to learn and very user friendly most of the time
What do you dislike about the product?
Sometimes it will freeze up but 99% of the time all works fine
What problems is the product solving and how is that benefiting you?
Outbound calls are easy to place
Recommendations to others considering the product:
na
Amazing produc
What do you like best about the product?
I like the customer service they provide! They also have amazing tech support. Even though the pandemic they have done an amazing job. I highly recommend anyone looking for a phone system to go no farther. Their dialer feature is also a game-changer!
What do you dislike about the product?
At first, the product seemed like they had just put a new system right over the top of an old system. But they have done some updates and really made the program feel easier to use.
What problems is the product solving and how is that benefiting you?
One major problem that we had here was time management. Meaning our CSR's would often have tons of downtime. while they were waiting for a call. With the dialer feature, they allow blended work. So when my CSR's are sitting waiting for a call they are dialing out. With this change, we have been able to put more calls on the board for our techs. meaning more revenue!
Recommendations to others considering the product:
I would use this company 10 times over again if given the change to choose again! From the customer service to features of the product! there is really not much you cannot do with this software. You can even use it to track employee's hours if needed. This software also gives you a complete look at any CSR's metrics and how they are spending their day.
Awesome platform, lets you meet several aspects at one time
What do you like best about the product?
You are able to talk, write and do several actions at one time
What do you dislike about the product?
That the Agent Leg keeps disconnecting, when online with the members
What problems is the product solving and how is that benefiting you?
The ability to service customers quicker
Recommendations to others considering the product:
Use nice it is very good software
Great Program
What do you like best about the product?
I like that we can see which skills we working and how many people are waiting in the queue.
What do you dislike about the product?
I dislike that the number in the queue isn't always accurate to the skills you are assigned. Ex. the # shows 25 but once you click to see how many are in queue for each skills the # is different.
What problems is the product solving and how is that benefiting you?
Answering questions about background checks.
My IN contact Experience
What do you like best about the product?
What I like best about in contact is that is user friendly and the call quality is excellent. I can hear my applicants cleary, and they can hear me clearly as well. I also love the fact that I can see if my coworkers are actually available before transferring a call to them. My clients love that I can see the number they are calling from, and I am able to redial them right back. I also love that it gives me different options to go unavailable such as to do Training time, Admin time, or even just Lunch/Break time. Also it's so nice to not have to constantly pick up a phone receiver, all I have to do is push a button and answer, and love that I don't necessarily have to wear a headset. It's been a huge asset to our company and has made out guest experience and customer service reviews sky rocket.
What do you dislike about the product?
The only thing I can say I dislike is how often the agent leg seems to disconnect, that can be a bit troubling when I have incoming calls, but it is an easy fix.
What problems is the product solving and how is that benefiting you?
During this crazy time with Covid IN contact has been such a huge help is allowing us to work from home in a safe germ free environment, it's an excellent internet phone system. Other than the call clarity and how well the system is but together, the benefits really explain themselves. As mentioned before this program has made our reviews skyrocket as well.
Recommendations to others considering the product:
I would say that you should definitely chose this program, it will be a huge asset to your company and will improve your call clarity and quality.
The transition to NICE inContact was seamless for me and my team.
What do you like best about the product?
The ability to search and research easily due to the parameters provided.The ability to have all of the components required to do my job housed in only one application has increased our productivity significantly.
What do you dislike about the product?
Very minor, but the sizing of the window in a report I usually frequently. Has me scrolling to see Master ID and handle time each and every call.
What problems is the product solving and how is that benefiting you?
Because of the ability to export reports I can easily manipulate the data in a spreadsheet to identify issues (ie. handle time, unnecessary transfers, etc...)
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