NICE CXone Mpower
NICEExternal reviews
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NICE InCOntract is a nice product and can be taken up by BPO Industry
What do you like best about the product?
Best part are the features which are present in the tool and overall startegic edge it prodvides to the company.
What do you dislike about the product?
May be it can offer som additional features which are the need of the hour - Automation, Better analystics
What problems is the product solving and how is that benefiting you?
We are looking for better & cost effective customer lead generation and follow up tools with better market depth
Recommendations to others considering the product:
Nothign specific Tool is good but it can be Integrated better with CRM tools available within an individual firm
working made easy
What do you like best about the product?
the functionality of the software it makes my job alot easier
What do you dislike about the product?
more internal features to connect with coworkers
What problems is the product solving and how is that benefiting you?
i am helping the citizens of Oklahoma with unemployment claims
Recommendations to others considering the product:
n/a
User friendly and easy to navigate
What do you like best about the product?
I love a lot of things about NIC. I love the ability to smoothly merge/conference calls and transferring calls. It is quite easy to navigate and very user-friendly with the click of a few buttons. It even allows the option to warm and cold transfer phone calls. Very user-friendly.
What do you dislike about the product?
The downside is that it requires the use of dispositions after phone calls. I do see how this is important (to track phone calls and text messages), however, it can get a bit tedious. A neccesary evil.
What problems is the product solving and how is that benefiting you?
Sometimes, an inbound call may not ring. Once in a while, I am unable to accept an inbound call and the screen is frozen. Both of these issues are very rare and have only occured a few times within thousands of calls. From this, I have realized how efficient and consistent NIC is.
NICE inContact makes our job very easy. Clear sounds and very easy to use!
What do you like best about the product?
The navigation of its function is very easy to use. Very recommendable for other businesses to use. The software and funtions is very user friendly and it makes life more easier. For us as an employee, it helps us to do good at work and boost our employee morale to do more. For report extraction, the data collated is very accurate unlike the first tool that we are using. Having such an aplication like Incontact makes life more easy.
What do you dislike about the product?
Sometimes it disconnects automatically and needs to reconnects several times. And also if only some function can be easily access ordinary users to see bi-hourly report so it can be manage at all times. Seing real time number can improved productivity and self improvement. Also, some of the motivating factors is seing your performance real time and it can be improved when there's any struggles.
What problems is the product solving and how is that benefiting you?
I was able to manage my time efficiently. Many reports have been submitted on time because of the accuracy of the report from the application. All the information needeed while taking call is already indicated. Recordings and other stuffs! It benefits the business a lot because the goals is being hit a lot most of the time depending on the file that was being extracted by the dialer. By using this tools, it gives the business and client a win win solution since by having a tool that is easy access. Certain goals can be achieved. Kudos to the developer!
Recommendations to others considering the product:
At first, give some time to understand the tool and give it a chance to showcase its valuable tools. At a specific time, you will see the self-improvement that it will give you.
Slow start.. Getting better
What do you like best about the product?
Ease of use and full control over routes with Studio.
What do you dislike about the product?
Reporting still lacks basic features, and I am still waiting for the "Internal ID" field to be exportable in Custom Reports. If it is not a usable item, then don't provide it. Dashboards are frequently incorrect.
What problems is the product solving and how is that benefiting you?
After a rough start in 2017 and 2018 the quality and up time has improved. The reporting is still subpar.
Recommendations to others considering the product:
After a rough start in 2017 and 2018 the quality of service and uptime has improved. Reporting still lacks basic features, and I am still waiting for the "Internal ID" field to be exportable in Custom Reports. If it is not a usable item, then don't provide it. Dashboards are frequently incorrect.
NICE inContact/MAX Review
What do you like best about the product?
The system is relatively user-friendly. It's easy to read the information on your dashboard and customize it to fit your needs.
What do you dislike about the product?
We have had some audio issues off and on since we began using the system. We often have to clear our history in our browser and have our employees log out and back into MAX because of audio issues. We have random "administrator errors" or agent leg disconnections. Since our most recent change, we have had a severe drop in speed. The dashboards take several minutes to load at times. The inContact screen takes several minutes to change between functions (for example: switching from dashboard to reporting).
Regarding loading the reporting section, we used to have the ability to select the option to open reporting in a separate tab. Now, we have no choice but to only open it in that same window that we have already logged into with our dashboard loaded. Overall the system seems slower than before, and some things have changed that are inconvenient to the user.
Regarding loading the reporting section, we used to have the ability to select the option to open reporting in a separate tab. Now, we have no choice but to only open it in that same window that we have already logged into with our dashboard loaded. Overall the system seems slower than before, and some things have changed that are inconvenient to the user.
What problems is the product solving and how is that benefiting you?
The system does what we need it to do, for the most part. The benefits are that it is user-friendly and is easy to read the information.
NICE inContact is simple to use and efficient
What do you like best about the product?
The Simplicity is great when using the tool
What do you dislike about the product?
Some of the sounds in the application are odd
What problems is the product solving and how is that benefiting you?
I am working in a tech support callcentre
Smooth Flow of Incontact
What do you like best about the product?
The ease of the program and limited technical issues makes my life much easier at work
What do you dislike about the product?
I wish there was a better way to transfer over to make sure the guests get transferred correctly
What problems is the product solving and how is that benefiting you?
With Incontact, it is easy to help as many guests in as little time as possible
Nice, the best way to ALWAYS be on time
What do you like best about the product?
It's great to have all your daily activities in just one place, as agents we must fulfill required tasks, and to do so, we need a tool that can help us, NICE is great, it shows your schedule of the day and any other updates on it, trainings, coachings, lunchtimes, break-times, even if you're leaving for vacation, it'll remind you. Another great thing it has is the reminders, you can decide if being reminded of your tasks 15, 10, or 5 minutes before an event.
What do you dislike about the product?
The name and description of some activities are not really that clear, for example, when you see the vacations icon you should ask WorkForce to confirm if the vacations are approved because it doesn't exactly say 'Vacations'
What problems is the product solving and how is that benefiting you?
It helped me very very much to improve my adherence percentage. I used to do different tasks of the day at irregular times and when I wanted it, with NICE you don't exactly get to have lunch at the time you want, but when you check your schedule at the beginning of your shift and you have clear the times, it's satisfying completing the things on time. It improves the commitment levels.
Does the job- with some areas of improvement
What do you like best about the product?
Simplicity to login and connect and direct the calls to my number of choice. To view user availability and ease of transfer.
What do you dislike about the product?
I dislike the fact that, I can't see caller id, missed calls are- not able to be identified and the calls go to the voicemail of the destination number vs an office vm. I wfh, so calls are directed to my house line and vms are left on my home vmail box.
Ability to access the keypad quickly in a call is also frustrating.
Ability to access the keypad quickly in a call is also frustrating.
What problems is the product solving and how is that benefiting you?
Abiilty to track activity (call duration) and identify who is logged in and available.
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