NICE CXone Mpower
NICEExternal reviews
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All and all I have had a good experience with INcontact.
What do you like best about the product?
Being able to see all the numbers, calls taken, hold times etc. Also Its very beneficial but something that does not really have to do with taking calls but its really nice the number is now on the computer because you can copy and paste from both the max and the epic system we use. Having a contact book is amazing as well you do not have to search for so many numbers you can just pull them from the contact list.
What do you dislike about the product?
im not sure if its a computer thing or a program thing but I experience lag some times answering calls. It will give me the option to answer but not ring. Then it will ring 3 4 5 times at once. or if you answer there is sometime a delay from when you pick up the call to when it actually answers. Also having to clear the cookies every morning can sometimes be a hassle or the fact there is times where you wont be able to answer calls so you have to clear the cookies trough out the day as well. it would be nice if the ringer came through the computer rather than the head set sometimes it is nice to take the head set off but it gets hard to hear the ringer. (might be issues with the head sets themselves.)
What problems is the product solving and how is that benefiting you?
We have been able to get a better reading of our hold times and when out busy times are as well as other data points. it also gives us access as a team to break times call times of phone duties times helps you manage your self better. But from a personal stand point though it does not really help me solve any problems.
Recommendations to others considering the product:
yes I would. it is a highly effective and efficient system. Its really easy for people to learn and adapt too. great way to gather data.
Has everything I need!
What do you like best about the product?
Its very detailed with the information it provides and easy to use.
What do you dislike about the product?
Since it gives me all I currently need, I cant honestly say I dislike something
What problems is the product solving and how is that benefiting you?
Getting in touch with costumers. Very good quality which is great when needed a clear line of comunication
Recommendations to others considering the product:
It is a great way to have an easy line of communication with your customers and a simple platform to navigate.
Fabulous system to use
What do you like best about the product?
i like how easy it is to navigate. How fast it is to receive and make calls. Also that it is very helpful for our patient to receive a call back. An everything is on our computer screening without having huge phone on your desk. This has helped our work environment make our job more easier and so much helpful. We love the system make everything so much faster and way easier to get a call after a call after a call. We can also take call much faster then before. Awesome system!
What do you dislike about the product?
I wished the headset would be wireless it would make it much easier. The system is still not connected to our Epic it isn't pulling up the person who is calling it makes it a little harder to try to get the person pulled up. also sometime the system gets a little slow when trying to answer a call.
What problems is the product solving and how is that benefiting you?
The benefits that this system had made is that we can actually make a call back to patient that are waiting on hold before the patient would have to make multiple call to get to us or wait a long time on hold. This has helped a lot and we can actually schedule/resolve any issues now.
Recommendations to others considering the product:
inContact make everything soo much easier in a contact center. Making everything so much efficient. Great system to work with. Love everything about it
customer service
What do you like best about the product?
I like the fact that I can see my own metrics with great accuracy
What do you dislike about the product?
is loging me off too often, like every 5 min or so
What problems is the product solving and how is that benefiting you?
we can separate the queues , and minimize the idle time
Recommendations to others considering the product:
i would recommend this
A great cloud based contact center solution
What do you like best about the product?
Easy to customize the callers experience.
What do you dislike about the product?
Porting international numbers can be difficult.
What problems is the product solving and how is that benefiting you?
getting calls to the correct group of agents and integrating into a CRM to pull customer information when a call is presented to an agent.
Recommendations to others considering the product:
Incontact is a very powerful contact center platform that allows you to build out what your business needs quickly.
Like it alot!
What do you like best about the product?
incontact is dependable and very well made! The Website is very easy to navigate around. Were able to see all of our representatives and their stats. We really like the lay out and that it's blue. We do like that our
What do you dislike about the product?
The calls drop sometimes but im sure its due to connection. I dont like that it logs you out after a certain amount of time. Sometimes the sound can get full of static and the call with fade in and out but then it works
What problems is the product solving and how is that benefiting you?
customer concerns and im able to reach the customer is the benefit. We get to reach out to our customers with the same accessibility as a regular phone! We can transfer our customers the right departments too! Every time we get a request to transfer we use incontact! The transfer is so clear and short.
Recommendations to others considering the product:
Definitely use this app! Its the best softphone ware out now, all of the jobs ive been to are using this phone
Nice in Contact user
What do you like best about the product?
My favorite features in Nice include that I can review my call quality reviews visually and audio. Nice shows what was completed on each quality score per screen and the listen to the recordings as well.
What do you dislike about the product?
Unfortunately, the navigation system and scheduling time off with nice can be challenging because I am still learning all of the features and functions of the system. If Nice is not docked correctly, it will hide behind other applications, and i can be in an unneeded release code.
What problems is the product solving and how is that benefiting you?
With Nice in Contact i am able to see daily reports in real-time of daily averages and adjust any daily average for metrics that I am not meeting for the day. I am able to view my upcoming scheduled events.
Recommendations to others considering the product:
Be mindful that when using a new system like Nice in Contact there will be challenges and with those challenges continue to move forward to laarn the full potential of the product and get the full use of the product.
DEO call center representative
What do you like best about the product?
What I truly enjoy about using NICE inContact, is that it's very user friendly and easy to navigate through. It's thorough when reporting time and differentiating breaks, when assistance is needed, being unavailable & etc.
What do you dislike about the product?
I currently use the system in order to do my job and the only thing I can say that I dislike about NICE inContact is that the system sometimes automatically logs you off, while you're updating a claim for example. Sometimes you don't realize it and it affects my time reported.
What problems is the product solving and how is that benefiting you?
Nice inContact reports time and productivity pretty accurately, therefore when submitting time, that is a great tool to have in order to submit accurate numbers.
Recommendations to others considering the product:
The advice that I would give to new users, is to always be cognizant and monitor your status on NICE in Contact, to ensure accuracy of your true productivity.
Very reliable phone service its a must have..
What do you like best about the product?
The best thing I like about the nice system is the call quality and I have never had a call drop
What do you dislike about the product?
I really don't have to much bad to say about the system but I would like to see how many calls are holding.
What problems is the product solving and how is that benefiting you?
This is helping me solve my phone quality.
Recommendations to others considering the product:
Try this system it is the best on the market I would definitely recommend this system to any company that needs a quality phone system. I have used numerous phone systems and they have dropped calls and had poor call quality but this by far the best on the market. The only thing that I would recommend for this system is to have the ability to see calls that are in the cue. This can help me with my customer service. I also would like to see a callback feature that would definitely help, also I would like when I call drops does drop which is very rare. The system does not automatically go into disposition I would like the ability to pick between calling the quest back or going into disposition. I have found that to be annoying maybe I'm missing something but I cannot figure the part out. When a call drops I have to do disposition and then go into unavailable and then return callers call, that tends to be a little annoying because sometimes when I forget to go into unavailable other calls come in and I'm not able to call the other person back until I'm done with the new call. Other than that I can't really think about anything else if I do I will resubmit the information. I have put as much information as I can but the system will not accept the comments. I have nothing more to say about the nice system it is a great system and very reliable as well thank you for your time and patience.
NICE since 2018
What do you like best about the product?
the ability to work from home and connect with a great team
What do you dislike about the product?
sometimes the system is a little buggy, overall I'm quite pleased
What problems is the product solving and how is that benefiting you?
I needed a job I could do from home, due to personal circumstances. I love making my own schedule and have enjoyed the experience tremendously
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