NICE CXone Mpower
NICEExternal reviews
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easy and stress free
What do you like best about the product?
I like that it routes the phones calls to the right person. Its super easy to use,
What do you dislike about the product?
That if you forget to log off it and only click out of it you are still logged on.
What problems is the product solving and how is that benefiting you?
That the customers who call us are getting the first person available which allows us to them to get the best service.
Recommendations to others considering the product:
Great way to deliver great service and get easy reports
How "nice" working with NICE has been, as a full time Customer Resolution Agent.
What do you like best about the product?
The NICE system is very interactive. I like how it has so many features all found in one place. It keeps track of my performance and shows how I compare with the others in my company.
What do you dislike about the product?
While no product is perfect, I honestly can not think of anything that I actually dislike about NICE. Except that I do not have it for my own use at home. I suppose one improvement could be to eliminate the on going need to sign into NICE throughout the day because it logs you out periodically.
What problems is the product solving and how is that benefiting you?
It is helping myself and others I work with to have a clear understanding of what metrics our performance is being measured upon. It allows us to look at our performance on a daily basis. Nice makes it easy to see what areas we are doing well in and which ones need improvement.
Good Application, loving it
What do you like best about the product?
The way the associated or related cases comeup it makes it easier for us to provide them better assisance. Also when the conversation ends there comes a pop up where we can enter the details. Also the ease of seeing my schedule and the way there are multiple codes to display the work that I am doing.
It enhances my service skills, and it helps me work faster than usual, and also it solves the problem of having to ask customers all the details, and instead, here we have the details we need to verify them. It is improving my speed of working and has increased my productivity by almost more than 25%. It helps me to see of my colleagues are acailable at the moment or if they are caught up. If there is a need for me to have a call transferred to them, I do not have to dial their extension and Have to just click on their name and have it transferred. I am responsible for utilizing NICE CXone to support and/or execute my job functions. al kd a vf
It enhances my service skills, and it helps me work faster than usual, and also it solves the problem of having to ask customers all the details, and instead, here we have the details we need to verify them. It is improving my speed of working and has increased my productivity by almost more than 25%. It helps me to see of my colleagues are acailable at the moment or if they are caught up. If there is a need for me to have a call transferred to them, I do not have to dial their extension and Have to just click on their name and have it transferred. I am responsible for utilizing NICE CXone to support and/or execute my job functions. al kd a vf
What do you dislike about the product?
According to me the pop up where we pick the calls can be improved as if there is another pop up it is a little difficult to get back and answer the calls. and also it doesn't ring out loud on my computer and instead there is just a ring on my headset, other than that everything is pretty good.
What problems is the product solving and how is that benefiting you?
It enhances my service skills, and it helps me work faster than usual, and also it solves the problem of having to ask customers all the details, and instead, here we have the details we need to verify them. It is improving my speed of working and has increased my productivity by almost more than 25%.
It helps me to see of my colleagues are acailable at the moment or if they are caught up. If there is a need for me to have a call transferred to them, I do not have to dial their extension and Have to just click on their name and have it transferred. I am responsible for utilizing NICE CXone to support and/or execute my job functions
It helps me to see of my colleagues are acailable at the moment or if they are caught up. If there is a need for me to have a call transferred to them, I do not have to dial their extension and Have to just click on their name and have it transferred. I am responsible for utilizing NICE CXone to support and/or execute my job functions
Recommendations to others considering the product:
Everything has been working really good, there is quite a few things to suggest as most of them are self explainotory. Only thing I would suggest it use pop up screen and it will make it a lot easier to multi task if you have a extended display.
My experience have been pleasant.
What do you like best about the product?
NICE CXone is easy to navigate. The data tracking is beneficial in what I use CXone to do.
What do you dislike about the product?
I don't believe anything is missing. The CXone sometimes doesn't sync with Salesforce, but a quick restart dies the trick.
What problems is the product solving and how is that benefiting you?
The CXone is helping with the production of incoming and outcoming calls.
Great Phone system
What do you like best about the product?
I think that Nice has some great features such as seeing all of the available colleagues that are on or off the phone so we can ensure the customers do not have super long wait times.
What do you dislike about the product?
Sometimes i will not be able to answer my phone, and it will make me restart my laptop and it will interrupt my day. Sometimes I will be talking, and it will randomly just drop a call and will have to start all over.
What problems is the product solving and how is that benefiting you?
Some of the problem I am solving is we are trying to why calls are being disconnected as well as not being able to pick up the phone some times if some one calls in.
Wonderfully adaptive
What do you like best about the product?
the ease of you and customization. it is well organized and works very well for everything that we need it used for.
What do you dislike about the product?
When it crashes, which is not often, it takes a bit of trouble shooting to fix but a senior user usually can get it right away
What problems is the product solving and how is that benefiting you?
the call system and the break system works well, keeps us contained.
Recommendations to others considering the product:
its easy to use.
The phone system is very easy to navigate
What do you like best about the product?
Easily the navigation and ability to schedule call backs
What do you dislike about the product?
It is hard to track calls or have an option to keep track of notes from the last call
What problems is the product solving and how is that benefiting you?
It gives the providers an option to be placed in a call queue and will call them back as the next person in line
Recommendations to others considering the product:
NICE is a great phone system to use. Support is quick, accurate, and efficient.
Good to Great
What do you like best about the product?
Details! Lots of amazing in depth, detailed information at your disposal. Everything needed to run a successful contact center is housed within this platform. I have used several other platforms in previous companies and find this to be the most comprehensive.
What do you dislike about the product?
One thing that we do find somewhat challenging is keeping it simple. Unless you're from this world, NICE can be quite difficult to navigate. I would love if they had a little ? hover button besides the dashboard buttons so that one can hover and learn what is being measured and how, etc. Though, NICE does an amazing training/ help section (it's just sometimes hard to know what you need to look for if unfamiliar). More 'bang for your buck'- would love to have a dedicated rep that reviewed what we are using on a regular basis and inform us of how we can make the most of what we're paying for.
What problems is the product solving and how is that benefiting you?
Visibility into our call handling performance. It's a bit more difficult for my company now, as they were using "old school" technology of just answering the phones when they rang. When it was realized we needed more, we upgraded to this and they quickly realized everything they were missing out on.
Makes it easier for professionality
What do you like best about the product?
The in contact on how many calls you have made.
What do you dislike about the product?
There are no downsides yet that I can think of
What problems is the product solving and how is that benefiting you?
The benefits I realize is that it's easier to do conference calls
Recommendations to others considering the product:
none
First class omnichannel telephony vendor.
What do you like best about the product?
You can automate all essential features as long as you can automate a batch import file. The out of the box features, particularly for compliance, are unrivaled by competitors. The day-to-day operation and administration of the platform are top notch. The Customer and Account Support teams are very helpful and responsive.
What do you dislike about the product?
Scheduled Callbacks, Segementation, and Email/SMS. Systemic limitations to SCHEDULED CALLBACKS - features, agent UI/UX. The UI/UX for EMAIL and SMS [batch (aka mass) and individual]. The UI/UX for creating SEGMENTATION - particularly, it is very cumbersome to reorder the segments. (e.g., sometimes you click save and the order or the segmentation change does not change, plus it is super slow/clunky). We do not know when/why are calls are being blocked/SPAM - we need the system to tell us when a phone number is blocked/labeled and the reason - if possible. U-QM is like an unfinished product - with a lot of potential - but not in its current state.
What problems is the product solving and how is that benefiting you?
LiveVox enabled us to survive the global pandemic, allowing easy implementation/migration to a work from home model. The system mitigates risk for us - out of the box. Allows us to drive revenue & recoveries with less effort/cost.
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