NICE CXone Mpower
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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.
INCONTACT HAS BEEN USEFUL ON THE COMPUTER SINCE WORKING FROM HOME
What do you like best about the product?
How simple of a product it is to use; very user friendly.
What do you dislike about the product?
Sometimes when I use the system it glitches.
What problems is the product solving and how is that benefiting you?
I am a customer service rep. It helps me manage and contact customers.
WFM & UserHub At It's Best
What do you like best about the product?
I like the new UserHub dashboard, as well as, the login for Stuido. The dashboard is robust and has everything I need to monitor calls, agents, quality, repporting band adherence. These are alll the critical skills that I need to manage the department.
With Studio, the quyick logon through the User hub makes it more effecient when logging in by saving wait time.
The overall perfromance from asll the pructs are userv friendly and detasil oriented, which what is needed to run our customer service department.
With Studio, the quyick logon through the User hub makes it more effecient when logging in by saving wait time.
The overall perfromance from asll the pructs are userv friendly and detasil oriented, which what is needed to run our customer service department.
What do you dislike about the product?
Sometimes it takes time ti get through the PSOD service. As well as no availibilty in th evenings or weekends.
What problems is the product solving and how is that benefiting you?
Currently, it's been areas in WFM that I've had issues that took or are taking more time than expected to resolve.
Such as scheduling and generating schedules.
Such as scheduling and generating schedules.
InContact Review
What do you like best about the product?
I like how easy and simple it is to use inContact. Also it displays the team in the call queue very well and is simply to navigate.
What do you dislike about the product?
One thing I dislike is that very seldom inContact will crash and require refreshing.
What problems is the product solving and how is that benefiting you?
The benefits are that it makes it very easy to view peers calls and call statuses with a simple click.I kind of wish it would also show call history and times.
Recommendations to others considering the product:
This is a great tool to manage a group of people and view their call flow throughout the day. The application has a simple and easy lay out to navigate.
client success specialist
What do you like best about the product?
quick login/logout. Calls tend to get dropped when transferring
What do you dislike about the product?
icons at the bottom are a little small..
What problems is the product solving and how is that benefiting you?
being able to reach clients and get in touch quickly. It also is hands free so i can do whatever i need to do very easily
Recommendations to others considering the product:
its good but make sure to give new employees proper training on all functions. also, sometimes transferring calls will result in them dropping.
Extremely smooth and reliable
What do you like best about the product?
Really easy to use, easy to navigate, and user-friendly.
What do you dislike about the product?
It can be tricky to remember where things are located within NICE< but overall the experience is incredibly easy.
What problems is the product solving and how is that benefiting you?
Communication between us and clients.
Recommendations to others considering the product:
It's incredibly easy to use! It makes communication very easy
it's the same features as when you are using an office phone
What do you like best about the product?
i can call internal team, inbound and outbound calls outside our organization
What do you dislike about the product?
the IVR sometimes is not recognized by some toll free number
What problems is the product solving and how is that benefiting you?
to be able to call Sales team ASAP instead of waiting for them to respond thru email. great alternative for online meeting, since this is less data intensive
Efficient
What do you like best about the product?
It's user-friendly and very informative. I like that it provides a lot of detailed information and tools that assist with helping employees.
What do you dislike about the product?
Honestly, if I had to dislike something it would be the length of the timeout.
What problems is the product solving and how is that benefiting you?
Monitoring agents. Also, giving information to help those agents.
Recommendations to others considering the product:
In regards to the overall user-friendliness of the program, I'd recommend it. Also, it's good that it provides good information and tools needed to help elevate interactions and monitoring of employees. I would suggest looking at the needs of your company and finding out what goals need to be met a go from there. The tools are they it's about how you use them.
Business email= Dillon.taylor@derivesystems.com
What do you like best about the product?
Ease of mind when taking calls and chats
What do you dislike about the product?
sometimes it lags but for the most part gets the job done
What problems is the product solving and how is that benefiting you?
Tuning problems, vehicle down
Recommendations to others considering the product:
Great software and makes life easier
NICE inContact is a user friendly networking company, for those of all skill levels
What do you like best about the product?
I enjoy the integrated softphone feature, as our company no longer has two use two software programs to answer phone calls. The main functions are easy to use and user-friendly. inContact makes company networking less of a hassle.
What do you dislike about the product?
In my personal experience, the one function I often dislike is booting off the network due to technical issues.
What problems is the product solving and how is that benefiting you?
Each day using NICE inContact I'm able to solve many real-world problems with customers while receiving assistance from my work team. I have realized there are many additional benefits, such as the ability to use the software in user-friendly ways.
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