NICE CXone Mpower
NICEExternal reviews
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Best system to use for your company.
What do you like best about the product?
What is like about the NICE system the best is how User-friendly the system is. I also like the sleekness of the interface. The system is easy to use. The modes are easy to chose.
What do you dislike about the product?
Sometimes the agent leg disconnects and puts me in refused status. I wouldn't know if I was in refused until my supervisor tells me, being in refused can take a toll on my adherence and my overall score for the week. Also, one could say that I was avoiding calls. I have to double-check my status every few hours to make sure the system did not put me into refused position. There is also static on the phone sometimes when using NICE. Also, sometimes members complain about hearing an echo on the line. Also, one time, the Nice system was down, so it would not let me connected to the agent leg at all, so the call enter could not take calls at that time.
What problems is the product solving and how is that benefiting you?
I am assisting customers quicker and more efficiently. I no longer have the same issues I had with previous software. The benefits are being able to easily use the system, which results in solving the customer's issues better, and this helps with one call resolution, which is one of the goals my company has for the call center.
great way of communication
What do you like best about the product?
fastness, it is a high-speed and good system that help me contact my customers very fast and smoothly
What do you dislike about the product?
I don't particularly appreciate it when I end up a call and forget to mark electronic signature instantly.
What problems is the product solving and how is that benefiting you?
I solve a lot of my customers' worries by calling them and clarifying various issues.
I am truly impressed with this system. At my last job SYNQ3 i used this system and we had no idea.
What do you like best about the product?
I love that as soon as i log on i know my breaks and lunches up front . It also lets me know how long i have been on each break which makes it really hard to be late. I am able to confirm my schedule daily. which keeps me in the know and it stays updated.It also has an amazing transfer system and it makes it very hard to accidently loose a call. I truly reccomend it for anyone who needs to make sure their employees are not late and not missing days due to scheule confusion. Everytime there is a update to my schedule i automaticly get an email letting me know to check my schedule for updates so i am never in the dark. I know each and everyday as i am clocking in what my daily schedule is and I can never say i was left in the dark when it comes to my schedule. I also can see when i need to work. and how much time i have till my next break.
What do you dislike about the product?
So far, Their are no complaints with this company. We used it at my last job and didn't know it did all these things. This is truly amazing i reached out to my former company to let them know. How they were not using the full greatness of the system.It will help them with those who say they are unaware of what thier schedules are for the day. It also lets you know what you have off and how long till your breaks and lunches.Synq3 would benefit from the WHOLE systeml they are only using the phone system it does not use the transfer or scheduling part of this system.
What problems is the product solving and how is that benefiting you?
There is no mix-up in breaks or lunches and how long you have been on it. You know your breaks and lunches when the day starts. It also keeps you up to date with each Teir and how to contact each one. I love that it even lets me know how much longer i have till my breaks and lunches and the end of the day
I also love that it keeps my up to date on my schedule for the week. I truly remmomend this system for any company who are trying to keep up with their employees clocking in on time and sticking to the schedule.
I also love that it keeps my up to date on my schedule for the week. I truly remmomend this system for any company who are trying to keep up with their employees clocking in on time and sticking to the schedule.
Ease of use.
What do you like best about the product?
The intuitiveness of the system, making it extremely easy to navigate.
What do you dislike about the product?
Calls time out too quickly for my liking. Needing a refresh to get them loaded again.
What problems is the product solving and how is that benefiting you?
Benefits include the great UI and call recording quality.
I USE INCONTACT TO MAKE AND RECEIVE CALLS
What do you like best about the product?
THE EASE OF TRANSFERRING CALLS. I CAN RECEIVE AND TRANSFER CALLS TO THE APPROPRIATE PERSON TO MAKE THE EXPERIENCE A SMOOTH ONE.
What do you dislike about the product?
ONE DOWNSIDE IS THAT WHEN I PLACE AN OUTGOING CALL IT COMES TO FUZE AS AN INCOMING CALL, SO I HAVE TO ANSWER IT TO PLACE AN OUTBOUND CALL
What problems is the product solving and how is that benefiting you?
IM SOLVING THE PROBLEM OF PEOPLE HAVING TO WAIT ON HOLD LONGER TO REACH SOMEONE, I CAN EASILY TRANSER TEM INSTEAD OF PUTTING THEM IN A HOLD QUEE
Nice in contact is actually good. It allows you to connect with different people,
What do you like best about the product?
The ability to disposition my calls in the proper way.
What do you dislike about the product?
There is really nothing that i dislike about it.
What problems is the product solving and how is that benefiting you?
We are reaching out to health orgs to schedule charts.
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 .
Very easy to use, user friendly and well structured
What do you like best about the product?
Very helpful when trading rotas and planning weeks
What do you dislike about the product?
Dislike the menu structure - often long to browse between menus
What problems is the product solving and how is that benefiting you?
Easy to solve rota issues, swap shifts, and plan weeks ahead
Incontact: A reliable solution for offshore work
What do you like best about the product?
Ease of use - even if we test call hundreds of telephone numbers we find incontact an easy tool to work with.
What do you dislike about the product?
The slight delay of audio when audio conferencing
What problems is the product solving and how is that benefiting you?
We are an offshore team supporting a US client and with the use of Incontact, it has been pleasant to teleconference using incontact.
Recommendations to others considering the product:
You can easily dial lots of numbers even hundreds by copying and pasting each.
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