NICE CXone Mpower
NICEExternal reviews
1,716 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great features and easy to use
What do you like best about the product?
We are able to use many different types of contacts. This is great for helping us prioritize tasks. This product is also great for tracking performance.
What do you dislike about the product?
I have noticed some glitches in the system. Occasionally, the max agent will glitch after a phone call and will be unusable. The user will have to log out and log back in to fix it. It isn't a huge deal, but can be annoying.
What problems is the product solving and how is that benefiting you?
NICE inContact has helped us with organization and tracking productivity. It is great for automatically assigning tasks to team members. It has benefited our team by helping us become more organized.
Recommendations to others considering the product:
It is a great product that will help your business with organization. It is user friendly and easy to use. The dialer system is great for automatically assigning tasks to team members. It makes tracking productivity easy as well. It tracks time spent on tasks and you can see in real time what every agent is working on.
NICE inContact is a great platform for Contact Centers
What do you like best about the product?
I really enjoy the ease of use as an Administrator. I can easily add agents, modify skills, adjust sales campaigns, and impact call prioritization quickly and from a computer or mobile phone.
Also, Studio is very intuitive. The Tools for the IVR are available in one view and easy to locate.
Also, Studio is very intuitive. The Tools for the IVR are available in one view and easy to locate.
What do you dislike about the product?
The only downside that I have run into is the learning section. I would like to see more Dojo training on IVR customization and functionality available in Studio.
What problems is the product solving and how is that benefiting you?
We recently solved an issue with after-hours sales traffic. We reduced our hours due to COVID-19 and saw a drop in sales from the West coast. We were able to quickly build a call flow in Studio that would check hours of operations for two outside sales agents (one for English callers and one for Spanish callers). In the first month alone, this project led to over $11K in lead generating revenue and an additional 65 policies, worth over $80K in written premium, on our books. Calculated at this rate, we should see an annual increase in written premium of over $1 million.
Recommendations to others considering the product:
The PSOD team (Professional Services on Demand) has been an amazing help with making adjustments and troubleshooting IVR scripts in Studio. They can walk you through the changes as you make them yourself or they can make the changes on your behalf.
Additionally, the available training modules are easy to follow and assist with clearly understanding the admin functionality.
Additionally, the available training modules are easy to follow and assist with clearly understanding the admin functionality.
Fifth Year User
What do you like best about the product?
What I like best about inContact is the use of the chat service feature. We communicate with users who are using inContacts inbound call features. When those customer service agents needs assistance they can easily press a button within the product to get immediate help via the chat. Also NICE feature is that you are able to review the presumptive text that user typing and prepare a response quickly.
What do you dislike about the product?
The chat feature allows only the presumptive text for one way. The agent who is requesting help can not see the pretext that you are replying back to them with. It would be nice for this to go both ways, so that the agent knows that the person on the other end is preparing a response to their chat question.
What problems is the product solving and how is that benefiting you?
We are able to take multiple chats at the same time for agents who are providing phone support. We are solving issues daily that arise from our callers. Our support agents know that a supervisor or escalations person can dial into their calls live and support them immediately via the chat feature. The benefits that have been realized is that we are able to take this platform into the future and still meet the customers demands.
GREAT SERVICE
What do you like best about the product?
nice is easy to use. When needing to call out or redial the options are just once click
What do you dislike about the product?
sometimes clmts cant hear and i dont know if thats the service or my phone or the clmts phone
What problems is the product solving and how is that benefiting you?
its easy to answer, hold, or hang up calls.
Recommendations to others considering the product:
use it ! you wont regret it !
Intuitive Experience
What do you like best about the product?
I like the ability to listen, coach, barge or transfer calls. This is easy to do and quick! I have found that I am able to be more efficient by completing required actions smoothly and quickly while using NICE inContact. It is also nice to be able to pull both calls and chats at a later date. This is especially useful for recanting conversations for the benefit of myself (a supervisor), for agent praise or reprimand, as well as for quality assurance analysis.
What do you dislike about the product?
I do not like that I have not been using NICE inContact sooner.
What problems is the product solving and how is that benefiting you?
We have been able to get more users using the integrated softphone faster than ever before and are now able to easily monitor calls and assist when a supervisor is requested all while our staff is working from home.
Recommendations to others considering the product:
Go for it! NICE inContact has so many features and tools to assist you in all of your communication goals. Being able to monitor, review, transfer or take over an agent to customer interaction with the click of a button is everything. Simplify your routine and switch to NICE inContact.
Using this program has been a great experience! Revolutionary product!
What do you like best about the product?
What I like best is how easy it is to navigate and run this program. Super simple and straightforward! I would recommend it to others.
What do you dislike about the product?
What I dislike most is how it freezes up when there are too many users running it.
What problems is the product solving and how is that benefiting you?
With this program I can help thousands of people save money right now while the world is in crisis mode. If they can save money in any way, shape or form, that is a huge benefit!
Best tool i ever used
What do you like best about the product?
The best thing about Incontact is that you can see the incoming calls and if we missed any call that is also shown.
If you want you can transfer the call to another engineer if the call came in is for different solution,which make it very convenient for me to use Incontact.
If you want you can transfer the call to another engineer if the call came in is for different solution,which make it very convenient for me to use Incontact.
What do you dislike about the product?
One thing i would love to see the actual number of the person who tried to contact us.
This way we will be able to identify the number of that person and if required can call him/her back.
This way we will be able to identify the number of that person and if required can call him/her back.
What problems is the product solving and how is that benefiting you?
Customer can directly call us rather than sitting and wondering how can their problem be solved.
This directly helps in the growing business for NICE.
This directly helps in the growing business for NICE.
Recommendations to others considering the product:
Best solution to help you in your daily life.
You can go ahead and select InContact as your tool to interact with the customer.
You can go ahead and select InContact as your tool to interact with the customer.
Easy to Use, Almost Foolproof
What do you like best about the product?
The amount of issues that pop up is exceptionally low- technology is notorious for failing when you need it most, but inContact's most glaring issues are rare and have been an inconvenience at worst. There are plenty of options (the monitoring to see where your whole team is definitely is nice) but the basic service is streamlined and easy to use.
What do you dislike about the product?
The biggest downside so far is our VPN software occasionally has problems with the Google Chrome browser, which can then lead to problems with being completely unable to answer phones, but that's hardly inContact's fault.
What problems is the product solving and how is that benefiting you?
One of the most obvious benefits was how quick and easy it was to move from the office to working from home. The setup for inContact couldn't be more simple, and it was wonderful to work for a company that pays for high-quality software like this that allows us to continue with the same level of customer service in any location.
Recommendations to others considering the product:
Do it!
Great Service
What do you like best about the product?
It rarely breaks down and when it does it sets everything back up automatically
What do you dislike about the product?
The occasional lag. Sometimes it freezes up.
What problems is the product solving and how is that benefiting you?
Having the call log history is a great add.
Recommendations to others considering the product:
It's a great tool to have. 10/10 would recommend
InContact is my best friend!
What do you like best about the product?
It is extremely reliable and I can always count on it to work.
What do you dislike about the product?
There is nothing that I dislike, I like everything about it.
What problems is the product solving and how is that benefiting you?
It saves me and my staff so much time with our clients and customers.
showing 651 - 660