NICE CXone Mpower
NICEExternal reviews
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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.
User friendly
What do you like best about the product?
This is a very easy system to learn especially for someone who has never used a system like this before.
What do you dislike about the product?
Sometimes there is a bit of static but depends on where in our building you are.
What problems is the product solving and how is that benefiting you?
Being able to text our contacts
Easy to use and accurate
What do you like best about the product?
The ease of use and glad that the company chose this to use
What do you dislike about the product?
Its work related lol however, I like the ease of use and glad that the company chose this to use
What problems is the product solving and how is that benefiting you?
In the past it was having to contact a dedicated representative to handle minor issues, I think that has been resolved
Recommendations to others considering the product:
n/a
Good system
What do you like best about the product?
I like being able to park my emails and go back to them later when I don't have an answer right away.
What do you dislike about the product?
When you accidentally hit the requeue button on an email, it doesn't ask to confirm. Sometimes I accidentally press that button and it just does it. The same when you transfer an email.
What problems is the product solving and how is that benefiting you?
I'm not sure? I can't think of any.
Easy to navigate menus
What do you like best about the product?
It's easy to navigate menus and the fonts used are readable. Tabs and reports are easy to navigate.
What do you dislike about the product?
Since I've used NICE I haven't experienced any issues so far.
What problems is the product solving and how is that benefiting you?
Since I've used NICE I haven't experienced any issues so far.
Recommendations to others considering the product:
None.
Best Sale Tool I've Used
What do you like best about the product?
The ability look up other agents without having to open up any other software
What do you dislike about the product?
I wish that the connectivity with external devices such as phones was a little better integrated.
What problems is the product solving and how is that benefiting you?
NICE inContact makes the process of transferring customers to other agents and stores super easy
NICE inContact experience
What do you like best about the product?
The simplicity of functions within the program helps to review calls efficiently. It has a depth of functionality not available in other programs such as Talkdesk and Engage that we have used in the past.
What do you dislike about the product?
Programming forms sometimes have launch issues. Unable to zoom in on-screen capture feature.
What problems is the product solving and how is that benefiting you?
Nice helps to solve issues of locating calls and applications efficiently for review. It has helped make the team more efficient and simplified our auditing process.
Front-end User Review
What do you like best about the product?
There are many reasons I like NICE InContact. The landing page is easy to customize with a view that matches each team or assignment need. As a front-line user of the product, I find it much easier to manage my call flow with readily available data. At a glance, I can see where I am in the call lineup, the duration of my current call, our active queue, and our current SLA stats. It truly is an effective call center tool for agents. Giving real-time feedback within the application makes for a very fast turnaround on resolution times when any issue arises.
What do you dislike about the product?
I can't think of anything I dislike about it! I've not had any issues as a user.
What problems is the product solving and how is that benefiting you?
One of the most significant benefits I've noticed as an agent is accountability. We were starting to see an influx of other agents abusing the phone system. Once we began utilizing the ability to customize the data shown, it added a transparency level that stepped up productivity.
Recommendations to others considering the product:
I highly recommend using NICE inContact! From call quality to layout, the entire service has been a welcomed improvement to my job in a Call Center.
user friendly
What do you like best about the product?
visually appealing and user friendly from screen to screen
What do you dislike about the product?
slow when trying to open launch supervisor and has glitches often; workers are often reporting that they get refused calls, hold button has issues- workers report that they have trouble clicking the hold button to return to the customer after placing them on hold
What problems is the product solving and how is that benefiting you?
easy to pull reports and view activity of staff
Super NICE and easy to work with!!!
What do you like best about the product?
The program is very user-friendly, and it allows you to stay organized when working.
What do you dislike about the product?
Sometimes I got disconnected when I'm working with other tools, but I think this may be just my browser.
What problems is the product solving and how is that benefiting you?
I can get the information I need using the reports the tool generates. It is fantastic!
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