NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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Manager of Customer Experience
What do you like best about the product?
We have a dedicated Technical Account Manager who is fantastic! HE is very helpful with providing solutions to any issues, and has amazing follow up.
What do you dislike about the product?
I don like calling in to the general help desk. I understand that they are troubleshooting, but it is a very painful process.
What problems is the product solving and how is that benefiting you?
We are solving issues with speed to answer, abandoned calls, and also gaining voice of customer through post call surveys.
Recommendations to others considering the product:
When setting up have someone who knows something about call centers involved. We did this from scratch, not knowing anything about how it worked, it was slightly painful. Pay for the in house training, and the TAM, it is well worth it.
InContact allows us to support over 100 festival clients that need support for their customers.
What do you like best about the product?
The UX, user interface is very easy to navigate, update and configure.
What do you dislike about the product?
Reporting can only pull data for 3 month increments
What problems is the product solving and how is that benefiting you?
I see the capabilities as very useful in that we're able to update IVR settings in InContact Studio at any moment's notice
incontact
What do you like best about the product?
I like that it allows you to see exactly how many calls are in each queue, provides you w/wait times.
What do you dislike about the product?
The inability to select and see specific calls. At the minimum should be able to queue a specific queue for the next call to come thru.
What problems is the product solving and how is that benefiting you?
The ease of access is great. This has allowed a quicker transition between new hires and long time employees.
Recommendations to others considering the product:
Great system but there are learning curve for users. Once that is done good system for calls. The ability to remove skills in supervisor mode is very useful especially if someone on the team has to call out sick, this allows for continuation of services even when we're down a person.
IN CONTACT REVIEW
What do you like best about the product?
The simplicity of using the program is what i appreciate the most!
What do you dislike about the product?
Not much to dislike in my opinion. Software works great!
What problems is the product solving and how is that benefiting you?
USPS employees call us and we troubleshoot all kinds of issues with their laptops and scanners.
Recommendations to others considering the product:
Great product!
Great Sound Quality and Excellent support
What do you like best about the product?
Consistency and communication. The support team has answered all questions and has been extremely helpful with everything. I highly recommend a TAM has been worth every penny.
What do you dislike about the product?
I use In-Contact everyday and has zero complaints. At first there was a learning curve because there are some many terms to learn but the support staff has been wonderful explaining questions I'm sure they have answered 100's of times.
What problems is the product solving and how is that benefiting you?
People are getting the calls they are supposed to get.
Very easy tool to use to use
What do you like best about the product?
The integration with Salesforce is nice and robust. Consistent Update to the look/feel of the Agent for Salesforce is nice as well.
Scripting is very cool and easy
Scripting is very cool and easy
What do you dislike about the product?
The support desk doesn’t always know how to fix an issue. Although they escalate the issue sometimes it’s nice to have a solution to the issue at the time of the problem
What problems is the product solving and how is that benefiting you?
Call center - Softphone and Chat integration with Salesforce
The Omni channel features are very robust and nice
The Omni channel features are very robust and nice
Recommendations to others considering the product:
Read information from their support and Knowledge database
Easy to use system
What do you like best about the product?
I enjoy the speed of access it provides in terms of locating agents and acquiring calls.
What do you dislike about the product?
I dislike the small window when trying to access a call. Please use the full screen.
What problems is the product solving and how is that benefiting you?
I was able to properly motivate my team to strive to a high SL with placing the numbers real time and clearly.
Recommendations to others considering the product:
Make sure your network is compatible with NICE. It Is user friendly but to avoid any complications all systems must be compatible.
There is good support, when I reach for help there is availability from the support team.
What do you like best about the product?
the availability, the constant updates about product updates and incidents.
What do you dislike about the product?
Not sure if I dislike anything. Sometimes the system fails but unsure if it a local connection or a system wide event.
What problems is the product solving and how is that benefiting you?
call management, reporting, volume, data. I can run the operation smoother
Recommendations to others considering the product:
USE MAX AGENT
Nice Incontact Review - Shawn Jackson
What do you like best about the product?
Dashboard view for shared business model
What do you dislike about the product?
Nothing so far, I think I dont have any complains.
What problems is the product solving and how is that benefiting you?
Real-time performance management, multiple reports, client management
Recommendations to others considering the product:
This is certainly the performance management software every organization can go for!
CXOne is the game changer we need
What do you like best about the product?
We love the simple and consistent user interface. The online help tools are easy to follow and implementation of new features are a breeze .
What do you dislike about the product?
It would be beneficial to have additional automated skilling and workforce rules.
What problems is the product solving and how is that benefiting you?
The biggest challenge we faced with our previous cloud based solution was downtime. Since switching to InContact we have had 0 downtime in the past 9 months.
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