NICE CXone Mpower
NICEExternal reviews
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Helpful tool for Callcenter
What do you like best about the product?
I really like that it is a good tool for handling incoming phone calls in an efficient manner.
What do you dislike about the product?
I honestly can't find anything I dislike about NICE InContact! It does everything I need it to do in my work role.
What problems is the product solving and how is that benefiting you?
The biggest benefit of InContact is that it makes me and my colleagues able to efficiently help our companies customers when they reach out to us.
Recommendations to others considering the product:
I recommend starting working with NICE InContact! It is a very reliable and professional tool.
NICE is very easy to navigate/use but has become very unreliable and we constantly have tech issues
What do you like best about the product?
Simple to navigate. User Friendly and easy to read
What do you dislike about the product?
the system is unreliable where our agents constantly have to restart the program because either the caller can't hear them or they can't hear the caller. The system will drop calls while they are speaking to customers. This has been the same experience for most of the teams we work with within our company who also use NICE.
Also, there are so many reports that should be showing the same data but they do not. For example, the prrebuilt reports will show how many calls we take in a day and the SLA. But the custom reports with the same perameters will show different data.....
Also, there are so many reports that should be showing the same data but they do not. For example, the prrebuilt reports will show how many calls we take in a day and the SLA. But the custom reports with the same perameters will show different data.....
What problems is the product solving and how is that benefiting you?
trying to solve for poor customer/user experience.
Recommendations to others considering the product:
Cisco Finesse was very reliable and did not have as many issues we are experiencing with NICE
It's a very good experience. The tool is easy to be used and doesn't require a high expertise to use
What do you like best about the product?
The most helpful option is the performance tab on the MAX agent.
What do you dislike about the product?
Sometimes the logoff occur automatically and require to log on again.
What problems is the product solving and how is that benefiting you?
We're solving customer inbound contacts with NICE. The call quality is good and the it's the benefit.
Recommendations to others considering the product:
NICE is very easy to be used and junior employees can use that easily.
Starting to use the software
What do you like best about the product?
Very powerful software. Allows the user to do many tasks in one product instead of having to use multiple products.
What do you dislike about the product?
I have not found any dislikes at the moment.
What problems is the product solving and how is that benefiting you?
One software for all of our support teams.
Supportive
What do you like best about the product?
The ease of navigation makes working go a lot smoother. It is a seamless process when I am working at a different workstation. Being able to just log in from another desk is a great tool. The window is small and continues to work even when I accidentaly exit the window. With it running in the background of my computer screen I am able to resume my work without the window interupting my screen until needed.
What do you dislike about the product?
I would like to have more notifications. If I were able to see or hear notifications, I could quickly resume the task. When I miss a call I sometimes do not notice for 10+ minutes because the only way to know is if I open the window or look at my phone. I would like the option to automatically be placed available after missing a call. We are not a high-volume call team, I would like to see a simpler home screen or maybe a small widget in the taskbar.
What problems is the product solving and how is that benefiting you?
Being able to see the log and the work being done has made the day-by-day easier. We are able to easily transfer calls between teams and without having the cutomer wait too long. It has helped multitasking become a smoother process. We are reletivly new to phone systems and everyone has had similar experiences with ease of connection and ease of use.
Recommendations to others considering the product:
I have never encountered an issue or any drawbacks.
Best work environment thus far!
What do you like best about the product?
The format of a help chat room for agents to be in contact with supervisor's & fellow agents.
What do you dislike about the product?
Nothing at all, I am enjoying this experience.
What problems is the product solving and how is that benefiting you?
It is very accurate and if there are any issues, they are solved promplty when attention is brought to them.
Recommendations to others considering the product:
Perfect combination to other work resources that I'm also currently using.
Simplistic to Sophisticated - Made for all user types
What do you like best about the product?
User interface is so easy to use and not cluttered. Very easy product to train on.
What do you dislike about the product?
The Max Agent can be difficult to train on
What problems is the product solving and how is that benefiting you?
REPORTING and AGENT ACTIVITY!!!
It's ok, but a little clunky in some ways
What do you like best about the product?
I like that I can paste phone numbers in any format
What do you dislike about the product?
I dislike that I have to click into the number field after clicking "new" before I can paste. Also, why does the window expand when I'm on the call? If it could just stay the same width it would help me arrange my browser windows better. Finally, there REALLY should be a smartphone app by now, it's 2021.
What problems is the product solving and how is that benefiting you?
ummm... this is a silly question. We need to reach customers. Your software is how we reach them. It's pretty simple.
Recommendations to others considering the product:
It's fine
Sufficient for our needs
What do you like best about the product?
Easily tell what is going on with the call at the top of the MAX window, and that I can change the color scheme.
What do you dislike about the product?
The view pane for skills is a bit difficult to get through when in-call mode, especially with the narrow max window -- when searching for a line to transfer to, there seems to be a lot of white space, which means a lot of scrolling, and something that takes a bit of time when on the phone with someone who just wants the right person.
What problems is the product solving and how is that benefiting you?
Warm transfers are a nice feature, but should not be the default.
Recommendations to others considering the product:
Explore all the options carefully, find all the tools and settings first, and then move on to usage.
It is very easy to use.
What do you like best about the product?
The interface is amazing. I like how easy it is to read and use.
What do you dislike about the product?
Sometimes I get logged out of the app; however, that has not happened in a while.
What problems is the product solving and how is that benefiting you?
I am able to communicate with colleagues and customers in a great way.
Recommendations to others considering the product:
I would absolutely recommend NICE cXone.
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