NICE CXone Mpower
NICEExternal reviews
1,699 reviews
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have no complaints
What do you like best about the product?
I am learning how to maneuver through different settings.
What do you dislike about the product?
I have no complaints. I love working and learning new things about the setting.
What problems is the product solving and how is that benefiting you?
Helping people who aren't able to speak English, so I can transfer them over and get the assistance they need.
Nice is Nice for an older feeling platform
What do you like best about the product?
I like the ability to pull the screens of phone calls from our phone agents while they took phone calls. I like that we can monitor the phone agents in real time and know what status they are in and what they are doing while they are working remotely from home.
What do you dislike about the product?
I'm not too fond of the platform and how it feels like the technology to pull and listen to calls is from the 1990s.
What problems is the product solving and how is that benefiting you?
We have launched a new sales team, and the technology has allowed us to get feedback and phone calls to do Quality Analysis to improve our servicing level and quality. We use it for our Core Servicing Department and workforce managaement to make sure employess are working and showing up on time, etc. during these times in covid.
Recommendations to others considering the product:
If you are using this platform for user experience and user-friendliness, then it can be challenging. If you are using it for functionality to get the data you need, then it works. I would not make it my first choice, but for the intent and purpose that we use, it gets the job done.
good enough
What do you like best about the product?
Schedules integrate well with Salesforce
What do you dislike about the product?
Too many scheduling notification emails.
What problems is the product solving and how is that benefiting you?
Schedules integrate well with Salesforce
Customer
What do you like best about the product?
The program is very Easy to Operate and very easy to be trained on its very simply yet efficient
What do you dislike about the product?
I have not occurred a situation as of yet where in contact has failed me
What problems is the product solving and how is that benefiting you?
I am able to take alot of calls with very little to no phone errors
This is such a great tool to manage our Phone contact channel.
What do you like best about the product?
The key feature is.
Optimal Contact Distribution
Optimal Contact Distribution
What do you dislike about the product?
Nothing to dislike they can modernize their UI.
What problems is the product solving and how is that benefiting you?
We're managing our Phone channel, multi-channel support for our various distributed teams, and support channels. Also, it greatly helps us in managing our Workforce.
Review on NICE inContact
What do you like best about the product?
I really like the Automated email feature which enables self service. Also the call routing functions along with the workforce optimization tools like workforce management, e-learning and hiring. It is the best contact centre software for the agents along with the managements.
What do you dislike about the product?
It would be great if they add more display customization and color options. Caller ID with the First and Last name of the caller on inbound calls would be helpful. Saving personal or custom configurations should have a more accessible GUI. Escalating to the correct resource in customer support can sometimes take longer than needed. The system doesn't always immediately connect after a disconnect.
What problems is the product solving and how is that benefiting you?
It's easy to dial and manage calls. Hold, transfers and conferences are elementary and simple and straightforward.
Everything in the software is easy to find, and the interface makes everything clear and easy to see.
Lower average handle time (AHT).
Lower Attrition rates of the agent.
It increases the agent's likelihood to recommend.
Everything in the software is easy to find, and the interface makes everything clear and easy to see.
Lower average handle time (AHT).
Lower Attrition rates of the agent.
It increases the agent's likelihood to recommend.
It Does The Job
What do you like best about the product?
It has an API that allows for my organization to send data to Domo.
What do you dislike about the product?
The agent leg is unstable and consistently has issues.
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
This tool is robust and offers many features that are worth looking into.
Inbound Sales Contractor
What do you like best about the product?
User friendly, and the colors and promotions.
What do you dislike about the product?
It is slow sometimes, and I feel it is a little boring.
What problems is the product solving and how is that benefiting you?
It is slow , but I can do my work
Recommendations to others considering the product:
I would recommend Nice Incontact to work , it is user friendly, easy to use. The program is very good I receive my calls and can make call while I work from home. It loads quickly. I am very happy to work with it.
If you want a system that just works, this is it.
What do you like best about the product?
It loads very quickly, I mean I log in, click open and within 30 seconds I am up and running. There's no need to make sure you are logging in 10 minutes before your shift to make sure the phone works, it just works! I believe because it is browser-based that interfaces with an app on my machine, it works really well. The app is already there on my laptop ready to go when I log in, but it doesn't do anything until I get the browser page to interface with it. I don't need to remember to close/open certain applications if I am on the phones or not, it's just nice and simple.
What do you dislike about the product?
I don't think this is a functionality of the system itself, but more of a limitation of any browser-based system. But if I go away from my desk for longer than 45 minutes (lunch for example), the page may be frozen or crashed when I get back. Overall it's not an issue as I have said previously, it only takes a few seconds to start it up!
What problems is the product solving and how is that benefiting you?
In our industry, we have a significant amount of customers and different inbound phone lines. Max and nice make it easy for me to manage all the different inbound phone lines I am assigned to. It also has great reporting tools built in so I can keep track of my own stats as often as I like.
Honestly not something I ever really thought about recommending, however I do like the program
What do you like best about the product?
I like the overall structure, it is more direct and harder to disconnect or lose accidentally guest
What do you dislike about the product?
I wouldn't say I like how quickly the call info goes away
What problems is the product solving and how is that benefiting you?
monitoring call length etc
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