NICE CXone Mpower
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Incontact
What do you like best about the product?
I like that it is very simple and easy to use
What do you dislike about the product?
i have to clear cookies before logging in every day
What problems is the product solving and how is that benefiting you?
i am accepting calls. the benefits of incontact is being able to see calls holding and how many calls youve taken
Recommendations to others considering the product:
make sure you are trained
NICE inContact Review
What do you like best about the product?
I love the NICE inContact's easy navigation and user-friendly format. All the applications seem to work seamlessly whether I am calling, texting or emailing.
What do you dislike about the product?
There is nothing I dislike about NICE inContact. I rarely encounter and problems using the system. I have zero complaints or issues. I would highly recommend NICE inContact to any businesses. I am sure they will find NICE inContact a benefit to their company/organization.
What problems is the product solving and how is that benefiting you?
I have realized how efficient NICE inContact is with communicating with Clients whether I am calling, texting or emailing them. I also have the option of tailoring my individual voice mails to correspond with various outgoing scenarios. The ability to use this feature saves my voice and helps to save time by eliminating required steps when leaving voice mails or composing emails and texts. I just select a template according to my needs and NICE inContact does the rest. What a time-saver!
MULTIPLE PROGRAMS USER - SATISFIED!
What do you like best about the product?
I like that it's google-based and can be accessed anywhere, even on the go
What do you dislike about the product?
not a dislike, but maybe haven't explored it yet. when i go to prebuilt reports>contact history i am able to sort per team (but then all the associates still show up from other teams)
What problems is the product solving and how is that benefiting you?
i like that the calls and the dashboard are in one place. in another time, we used to have an app to monitor the dashboard / queue and another one to listen to calls.
Recommendations to others considering the product:
It's an easy-to-use, one-stop-shop tool!
NICE inContact is a GREAT Tool/Resource in a fast paced enviornment
What do you like best about the product?
inContact is a great resource that allows for managing queues and call volumes in a face paced environment. I use it daily and have loved it since day 1. Moving agents and queues is quick and easy. The reporting layout is customizable - allowing for different views when different needs arise. I appreciate how intuitive a lot of the features are. The message feature is a hidden gem that allows a service level manager or administrator to send messages directly to reps by leveraging the MAX agent. The MAX agent also reminds agents when to go to breaks and lunches and provides duration against their schedule.
inContact also offers robust reporting - whether it is recurring or one time pulls. As someone who regularly uses the reporting to manage in a call center, it is quick and ready almost immediately after I submit for the report.
inContact also offers robust reporting - whether it is recurring or one time pulls. As someone who regularly uses the reporting to manage in a call center, it is quick and ready almost immediately after I submit for the report.
What do you dislike about the product?
I am mostly in love with the platform and cannot think of anything specific to add other than not capping the number of widgets on the reporting view - that can hinder the ability to review some data real-time but there's not much effort to clicking a drop down and selecting the reporting that has the data.
What problems is the product solving and how is that benefiting you?
We are able to move emails through our phone system and this has significantly improved efficiencies as well as eliminated the need for several people working out of an inbox at once. We are able to track the number of emails touched by each agent, how they were routed, marked complete, etc.
Manageable, Organized, Easily Accessible, Brings Efficiency
What do you like best about the product?
You have a overview of who you are speaking with, you are able to stay on track with commands such as your lunch, breaks, and when in meetings. It's easily accessible and organized to were you won't be confused with your daily task. The product offers a large set of capabilities that are easy to maintain and your able to inform others if the system is down or busy in another location.
What do you dislike about the product?
Would be nice to have a video calling option but the site is modern, up to date, understandable and ready for use once logged into.
What problems is the product solving and how is that benefiting you?
Your able to call back a card holder, you know if you have passed your time frame of your lunch or breaks and if someone is in need of getting in contact with you the person knows where you may possibly be (Training, Special Projects, etc). Your able to contact employee's and managers when needed and also if they are available or not available. They also offer a heads up performance letting you know a incoming call is coming in. Very neat! Perfect solutions for business continuity.
Recommendations to others considering the product:
It's reliable, work friendly, organized, and manageable
NICE inContact makes working from home easy and hassle-free.
What do you like best about the product?
Very easy to use for anyone just starting to work from home. The user interface is very simple to understand and requires very little training to use. All of the features work well and are very clear. There is not a bunch of unnecessary options that often lead to confusion or user-error.
What do you dislike about the product?
The only real downside that comes to mind with NICE inContact is there is sometimes an issue with the dialer lagging and not allowing you to answer calls. The solution is fairly simple with restarting the dialer but this is obviously not ideal. Apart from this we have had very few issues with NICE inContact.
What problems is the product solving and how is that benefiting you?
The transitionto working from home was as easy as it could be using NICE inContact. It is nearly impossible to count all the benefits that have come to the table.
Great software for each company
What do you like best about the product?
What I like most, is how easy is to use it, also it is great to track record and redial to a customer in a easy way
What do you dislike about the product?
I believe that in the main menu we could have all the telephone numbers called instead to show only the last 2 called, this would make our life easier in the case we need to track
What problems is the product solving and how is that benefiting you?
I can contact my customers in a easy way, can change your status with a single click and track the time you stayed in the current status
It is very easy to use
What do you like best about the product?
That it is not complicated to learn. It is user friendly. When making and receiving phone calls, it is very automated, ready to use, and visibly appealing.
What do you dislike about the product?
Not that i dislike it, but the auto wrap notes can be a bit challenging because if you forget to place note, you remain in auto wrap without sometimes knowing. This can cause your time/efficiency to suffer.
What problems is the product solving and how is that benefiting you?
Quality of the calls. Being able to answer customer calls in a timely manner. Easy access to transferring calls to different departments.
Recommendations to others considering the product:
It is an amazing tool that if used can improve the quality of phone calls.
InContact review from Lead Commercial Excellence Admin
What do you like best about the product?
The trackability of the calls! I can see calls taken; calls dropped, duration, and recordings of the calls if I need to check some detail I might have missed during the actual call. I can see if my colleges are on call with a customer as to not to interrupt them, more so now that due to the global situation, we are working remote instead of side by side.
I like that there are template reports ready to use without me wasting too much time making one, as well as how it can help me and my time manage our times, as we can see how we are all doing in general and in particular with a glance, thanks to the dashboards. It is easy to get information from incontact, so far I have delved into it.
I like that there are template reports ready to use without me wasting too much time making one, as well as how it can help me and my time manage our times, as we can see how we are all doing in general and in particular with a glance, thanks to the dashboards. It is easy to get information from incontact, so far I have delved into it.
What do you dislike about the product?
Though in the past, there were some issues with my account that lead to having a second one and deactivating the 1st one. The current issue is that I cannot reset my password as no email is sent to my account, not sure why if the link was supposedly done correctly. Currently pending a resolution on this.
Another thing I'm not a fan of is how easy it is for incontact to disconnect and not give any warning, as well as to drop incoming calls, though thankfully, that is less common as time has gone by, yet some coworkers and colleges have reported that they are having issues with the notifications and are working with IT on this. On the downsides, I can say that calls can be dropped by the program from time to time, and a voicemail cannot be set-up as of yet and there have been instances in wich I do not receive a call, even though I'm logged in.
Another thing I'm not a fan of is how easy it is for incontact to disconnect and not give any warning, as well as to drop incoming calls, though thankfully, that is less common as time has gone by, yet some coworkers and colleges have reported that they are having issues with the notifications and are working with IT on this. On the downsides, I can say that calls can be dropped by the program from time to time, and a voicemail cannot be set-up as of yet and there have been instances in wich I do not receive a call, even though I'm logged in.
What problems is the product solving and how is that benefiting you?
Traceability and how easy it is to obtain reports, see who is connected and their status. I can see at a glance what my team is doing, so I do not interrupt them while they could be on a call with a customer.
I have realized though, that the platform does not have guides nor helps to learn how to navigate it nor use it to its maximum, myself I have learned by trial and error what little I know and this would be a great addition to incontact: guides and tutorials to learn how to better use it, how to make reports, how to see and download recordings, how to make dashboards,etcetera... the list is quite large about all the things that can and should be included in such guides and tutorials.
I have realized though, that the platform does not have guides nor helps to learn how to navigate it nor use it to its maximum, myself I have learned by trial and error what little I know and this would be a great addition to incontact: guides and tutorials to learn how to better use it, how to make reports, how to see and download recordings, how to make dashboards,etcetera... the list is quite large about all the things that can and should be included in such guides and tutorials.
Recommendations to others considering the product:
NICE CXone is a great tool to manage calls and time within my team. I like how simple it is to see a resume of how we are doing with a dashboard that can be personalized to your needs. I also like the reports that are preloaded. Support is pretty great too :) and though some problems can take a bit more time, they still get solved in a timely manner. I honestly enjoy how easy it is to use and train new ppl to use NICE CXone
Review
What do you like best about the product?
I like that I can see how many are in Queu
What do you dislike about the product?
I dont like having to reset cache constantly
What problems is the product solving and how is that benefiting you?
Ive realized that I can put people on hold
Recommendations to others considering the product:
N/a
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