NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Better than Avaya
What do you like best about the product?
I liked the Cloud Features of Nice. it's cool.inContact Inc. provides cloud contact center software solutions. The Company offers cloud contact center call routing, self-service, and agent optimization solutions. inContact serves business process outsourcing, government and education, financial services, and healthcare industries worldwide.
What do you dislike about the product?
Nothing. It's good. Easy to use. It's ok.
What problems is the product solving and how is that benefiting you?
REporting purpose. I really liked it.
Better agent experience
Better control of labor costs
Better customer experience
Increased revenue - When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue.
Better agent experience
Better control of labor costs
Better customer experience
Increased revenue - When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue.
Recommendations to others considering the product:
Must try. Easy to use. I liked Cloud Features most. it easy for contact centers to win every customer interaction, deliver great customer experiences, and achieve their business goals—all from the flexibility and reliability of the cloud.NICE inContact CXone is the market-leading call center software in use by thousands of customers of all sizes around the world. ... These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer. nice inContact CXone :-Cloud Customer Experience Platform. CXone is a fully-integrated and open cloud contact center platform combining the industry's leading Omnichannel Routing with the foremost technologies in Workforce Optimization, Analytics, Automation and Artificial Intelligence.When agents connect with customers, the omnichannel interface allows them to personalize interactions based on customer data and sentiment. It’s easy to add new channels as needed to outdo your competitors.
Performs exactly as it should.
What do you like best about the product?
In the two plus years I have been a user of InContact, I have not once had an issue that has impinged upon my ability to perform my duties. The product performs exactly as it should.
What do you dislike about the product?
Honestly, I can not envision any issues with the product.
What problems is the product solving and how is that benefiting you?
Myself, along with an additional 100+ users within my department and the additional thousands of users within my company have transitioned from EVERYONE working at company headquarters and at satellite locations to 100% remote overnight just over a year ago, and seamlessly and without ANY issues made that transition.
Seems to hardly ever have any issues and easy to sign into
What do you like best about the product?
How quickly I can get into the system and start with calls
What do you dislike about the product?
sometimes it has issues and gets frozen and I can not disposition and need to be kicked out
What problems is the product solving and how is that benefiting you?
It seems to be easy and rarely has issues which is a plus especially for at home teams
Recommendations to others considering the product:
Great system that is easy to learn and navigate.
Awesome Software
What do you like best about the product?
Easy way to navigated and how to installed.
What do you dislike about the product?
Sometimes have glitched on the browser but not difficult to troubleshoot.
What problems is the product solving and how is that benefiting you?
Easy navigated and great quality on the calls.
Recommendations to others considering the product:
Excellent Services Software and an Awesome Customer Support.
NICE review for NICE CXone
What do you like best about the product?
The ease of being able to see the complete call queue and the ability to see call percentages and the status of colleagues
What do you dislike about the product?
Sometimes can be a little "wonky" It seems when there is a high call volume the system can have issues staying logged in
What problems is the product solving and how is that benefiting you?
The ability to see what staus co workers are in really helps with breaks and lunches to insure we have enough CSR's in available
Recommendations to others considering the product:
If your company has more than 25 users i strongly suggest NICE
Nice InContact has been a great experience overall
What do you like best about the product?
I like the Ease of setting up Queues, IVRs and moving agents as needed.
What do you dislike about the product?
I would more infrastructure be invested into reporting so that I could get real-time analytics. Currently, there is a significant wait time for running any sort of report.
What problems is the product solving and how is that benefiting you?
Our company has multiple teams that InContact collaboratively for connecting with customers. The ability to quickly move agents, transfer customers, and report on this activity is what we love about it.
Mid-range call center software
What do you like best about the product?
InContact has a lot of functionality in their product. You can do phone calls, emails, and chats with customers. There's a lot that you can customize, which makes it work for a lot of different companies.
What do you dislike about the product?
It's a bit complicated to get everything set up. Because of the customization, it's cumbersome and difficult to get everything set up the way that you need.
What problems is the product solving and how is that benefiting you?
It has made it very easy for us to keep track of the call queues and monitor who is and isn't on calls.
Great system, only need little fine tune.
What do you like best about the product?
The NICE System allows users to communicate with each other effectively in an instant. Supervisors can instantly monitor who is available to receive phone calls. Staff can receive calls from outside as well as locating their coworkers internally. Also, I really like the reporting system Nice provided for my work. I need to check other staffs' working hours, the report has provided me a nice summary.
What do you dislike about the product?
Sometimes the login seems to have issues and we have reported in numerous occactions where staffs failed to login or once they log out, they cannot log back in. Also when you log out, you need to log out from both the Max Agent and from the NICE system. You cannot just close the browser. Why not design it so that you can just close it or just log out from one place only?
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
When you receive calls (after connected to your cellphone), you need to click on the NICE System to receive call AND to click receive call from your cellphone to receive the call. This really delays the call being received. Instead of having to clikc receive on both devices, I believe one should be sufficient.
What problems is the product solving and how is that benefiting you?
I do not have any problems solving with NICE. There are things I dislike (mentioned above), but overall, there is no problem.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
I realized that Nice has given me benefits such as saving time to communicate with others, it gives me access to see reports that I need for my work, etc. It is an excellent communication platform with others.
Recommendations to others considering the product:
I recommend new users to utilize each function from Nice fully. It will surely make your job easier.
Easy and efficient to use
What do you like best about the product?
I very much like all of the different monitoring features and the simplicity of the design. The program is very easy to use.
What do you dislike about the product?
Sometimes pulling calls from the log can be finicky, or the response time can be slow.
What problems is the product solving and how is that benefiting you?
We are tracking our employees and therefore solving the problem of time-theft, call avoidance, etc. Benefits include a bird's eye view of my team.
Incontact is a reliable tool for a telecommunications professional.
What do you like best about the product?
It facilitates working from the office or from home with equal ease, and reliably provides crisp, clear communication from end users to technicians. The GUI doesn't take up too much space, which is very helpful for desktop management, and clearly labels upcoming breaks and lunches, as well as providing useful agent reports. Holding and muting activities are common-sense, and the UI is clearly labelled.
What do you dislike about the product?
When switching from the active panel to the control panel (which has New, Schedule, Message, etc) you have to hover with your mouse. This occasionally glitches, and would be better as a button than as a hover-sensitive GUI element. Additionally, the program is very slow to register loss of internet access, and I feel this could be improved. The Event Log shouldn't be necessary to pull up CIDs -- each CID could be displayed beneath the contact in the recent contact history display from the main
What problems is the product solving and how is that benefiting you?
I have solved many people's telecommunications troubles in my capacity as a tier 1 technician, and I use incontact to reach them. I benefit from a reliable connection and readily available caller ID, Company name, and other fields. I have been able to offer a seamless experience for customers who call into queues with various afilliates across the united states, and have been able to transfer customers to affiliate offices without breaking customer immersion.
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