NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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It does the job
What do you like best about the product?
Gets the job done and has a good user interface
What do you dislike about the product?
Sometimes it doesn't work for both my colleagues and me
What problems is the product solving and how is that benefiting you?
We have a lot of order and function in our team with this software
Work Required
What do you like best about the product?
Can copy/past phone numbers into it to call, can type co-woerkers names in it to call
What do you dislike about the product?
That I am marked as refusing a call when I simplay can't answer and that if I put it in administrative status it goes straight to VM.
What problems is the product solving and how is that benefiting you?
I often misinturrpret numbers so being able to copy/paste from our system prevents this from happening.
Does what we need it to do
What do you like best about the product?
I like that it does the basic functions that we need.
What do you dislike about the product?
When we need to change something as far as on the back end it is very difficult.
What problems is the product solving and how is that benefiting you?
We solve the problem of answering the over 200 calls we get dailiy.
Recommendations to others considering the product:
Make sure you know who does the system changes
Functional tool, Annoyingly quick timeout
What do you like best about the product?
The tool is great for monitoring a remote workforce, especially with the COVID office environment. I always know when my team is logged in and who is in the call center (and I am able to put additional resources online during high call volume periods). The statistics are also a great measurement of how the various teams are performing to service level expectations.
What do you dislike about the product?
It seems like the contact manager logs me out every 10-15 minutes. Since I am the team lead, it is essential to have this application open throughout the day. I must log into the portal at least 20 times a day. According to our IT support staff, there is not a setting that will extend this period. Fix this and I would rate the system a 10!
What problems is the product solving and how is that benefiting you?
This was previously answered in the "best" category
New to G2
What do you like best about the product?
The skills feature and team view are my favorite parts
What do you dislike about the product?
It is more in depth then the previous program I have used
What problems is the product solving and how is that benefiting you?
We are able to track our in-coming calls better in NICE. The benefits so far are the team view
Recommendations to others considering the product:
Nice had been great. The ring central team is who we are working with, and they have been a little harder to work with, but we are getting it done
Not user friendly
What do you like best about the product?
It is visually appealing and easy to monitor your agents from the RTA screens. You can also set it up to monitor just certain agents which makes it easy to ensure your agents are doing what they should be doing.
What do you dislike about the product?
There are limited reporting options that can be run, it would be nice to be able to customize the reports to fit what is needed. The biggest issue is that when you run a report you are required to enter in each agent on your team for every report pulled. It would be less time consuming if there was a way to set up your agents in the reporting section permanently. Also, I searched the internet for a user guide/manual for this application and was not able to find any information regarding how to use the tools available within the application. So a user guide would be very helpful to get the most from this application.
What problems is the product solving and how is that benefiting you?
Call avoidance is something that has been solved using this system as you can see the history of calls of each agent. However, it is very hard to monitor this as when you pull up the agents call history the box that you can find this information in is very small and is not able to be made larger to view more than 4-5 calls at a time and you cannot pull a report of this information with the same information that is listed in this tiny screen. But I still consider this a benefit due to the information that you can find .
User friendly
What do you like best about the product?
software is easy to use on a daily basis
What do you dislike about the product?
the software freezes sometimes and requires log off
What problems is the product solving and how is that benefiting you?
managing contacts to book servces
It needs to be more user friendly and it needs more feature regarding data.
What do you like best about the product?
The thing I like the most is the dashboard.
What do you dislike about the product?
It doesn't feel that user friendly and the search functiones feels very limited.
What problems is the product solving and how is that benefiting you?
A great benefit is not having a hardphone as a tool.
Great Tool for Customer Support Agents
What do you like best about the product?
I love how easy it is to use. The functionality is fantastic. Easy to transfer a customer. Since it is so efficient, the calls get answered faster, meaning fewer wait times for customers. The different integrations that be can be used with InContact, such as the integration within Salesforce. As a customer support agent, it helps me know exactly how long my calls are, breaks, and lunches.
What do you dislike about the product?
The software tends to freeze sometimes. Sometimes the calls do not come through to my phone, or the call's drop. I have to clear my cache every other day, or I will run into issues.
What problems is the product solving and how is that benefiting you?
The problems I have solved are how to be more efficient on calls. The reports generated help me to get better at my job and calls times. The benefits of being able to watch how many call's in que is fantastic.
Scalable Cloud-Based Solution w/ Multiple Interfaces & Virtually Unlimited Configurations
What do you like best about the product?
Scalable.
Work From Anywhere -- Home, Office, Starbucks.
Virtually Unlimited Configuration possibilities.
Work From Anywhere -- Home, Office, Starbucks.
Virtually Unlimited Configuration possibilities.
What do you dislike about the product?
The interface could be much better. It is not at all intuitive. Reliability can be spotty -- uptime is probably 99% or better (in my experience) but talk about a big emotional impact when it goes down and my job comes to a sudden halt, with no explanation or reason or ETA for resolution.
What problems is the product solving and how is that benefiting you?
Rapidly scalable across states and continents, including work-from-anywhere (home, office, Starbucks, etc.) Deploy thousands of agents and hundreds of queues and dashboards in days or weeks, not months or years.
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