NICE CXone Mpower
NICEExternal reviews
1,715 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Pretty good for the job it's needed for, and very simple to use.
What do you like best about the product?
I love the simplicity and how easy it is to launch.
What do you dislike about the product?
We are not given a longer warning before a call starts. It would be better to have a little more time to prepare for a call. On days where it isn't that busy it's a lot harder to know when calls are coming in and preparing for a call is much harder, they can take you by surprise.
What problems is the product solving and how is that benefiting you?
It's extremely simple and it's providing agents with a great system and model to follow, with a very easy way to log in and out. Also it's even easier to go from available to take calls to unavailable.
Recommendations to others considering the product:
It does the job while maintaining simplicity, I would recommend.
Great Service Hands Down
What do you like best about the product?
I like the consistency of how the program holds up, even through intense call queues.
What do you dislike about the product?
There is nothing I dislike about the service.
What problems is the product solving and how is that benefiting you?
I can cut down on queue waiting times with NICE inContact. I have the benefit of clear, crisp calls.
Great Tool
What do you like best about the product?
The easy way to use and navegate the system
What do you dislike about the product?
that need to stay in the fron all the times or you can lose a call
What problems is the product solving and how is that benefiting you?
Easy to dial and find tool to use
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.
RC-CC helping meet business needs!
What do you like best about the product?
The predictive calling/autodialer functions have worked wonders for our call canter this past month! I also enjoy the Dashboard functions to monitor our call ques.
What do you dislike about the product?
I do not prefer productivity limitations when doing inbound calls and outbound lead management without separating the two. Also, I dislike the work required to place agents in and out of que.
What problems is the product solving and how is that benefiting you?
It has assisted in decreasing our outbound backlog by increasing our call completion. Also, it has helped us reach SLA.
Recommendations to others considering the product:
Communicate with the support team to maximize the benefits.
smooth interface and user friendly
What do you like best about the product?
it has a intuitive interface and easy to use
What do you dislike about the product?
not been able to look up the average handling time per call and overall
What problems is the product solving and how is that benefiting you?
Customer service and technical support, it's really helpful being able to have the option of conference calls
Recommendations to others considering the product:
make sure to use to its best all of the features of the system
Greta experience
What do you like best about the product?
It shows all your info on one screen, without having to go to other pages
What do you dislike about the product?
There is times where it does seem not to work, and you have to reset the system
What problems is the product solving and how is that benefiting you?
Helping customer s with their extended coverage
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.
Easy way to communicate with everyone!
What do you like best about the product?
Able to communicate all around the world
What do you dislike about the product?
The InContact MAX box disconnects itself randomly
What problems is the product solving and how is that benefiting you?
I Work in a health care company in the US, and we can call all our patients in the country without problem; thanks to this, we can check on them to anticipate any future concerns. They are grateful for our services thanks to InContact.
Recommendations to others considering the product:
If you are willing to communicate without an actual phone, I highly recommend this service; it is easy. The only thing you need is a laptop and a set of headphones.
A NICE REVIEW FOR NICE
What do you like best about the product?
Using nice allows me to log my call reason easily. The platform is user-friendly and the features make good logic, easily navigated. It is helpful to see when managers and teammates are on calls. Our business requires that we communicate with multiple avenues, on occasion, while on the line with clients, having the landing page helps to see multiple users currently online to know how to direct the client-caller.
What do you dislike about the product?
I use the integrated phone, on occasions calls come through and the pop-up screen is deeply embedded in my background making it difficult to find. It would be helpful if the pop-up screen could override all other screens and layer atop of anything that is currently open. It is very inconvenient to not be able to clear my voice mail with queue vs. dialing into the phone system to clear the queue. I also wish there was a platform accessible to users to see the inbound call log so that you can select a voice message, play it or even forward it. I believe managers have this feature, or something similar, but all users should have access to this for themselves.
What problems is the product solving and how is that benefiting you?
I am able to analyze my call quality and time. This is allowing management to see effective phone utilization. I am also able to see how I compare to other users on calls. The feature also enables me to know if a team member is on a call and cannot be disturbed.
showing 711 - 720