NICE CXone Mpower
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Mastec inContact review
What do you like best about the product?
Simplifies workforce mgmt and the reporting tools are intuitive
What do you dislike about the product?
There used to be issues with support, but those have been resolved. Outages are handled with proactive status updates and we get follow up emails making sure we’re operational. So, not really a dislike :)
What problems is the product solving and how is that benefiting you?
The reporting is the best feature
InContact - Leading Cloud Contact center
What do you like best about the product?
The interface is intuitive. The platform is feature rich and delivers full set of capabilities to address and satisfy our business needs. Smart Inbox, Supervisor On-The-Go, Proactive outreach, Auto dialer and ECHO customer feedback are great add-ons to the platform. InContact has out of the box APIs you could leverage to tie in with your home grown applications and systems. One stop shop for Omnichannel, ACD routing, WFM, call recording, auto dialers, thin clients etc. Love the AI and Speech Analytics feature!
What do you dislike about the product?
During upgrades to the platforms, we noticed that some of the key metrics in reporting were lost for that timeframe. Work from home solution also needs to be solidified.
What problems is the product solving and how is that benefiting you?
One stop shop for all Contact center things
My Experience Using InContact
What do you like best about the product?
How user friendly the interface is for creating and running reports specific for your call center. The support team is also great! Not only did they help us with finding apps within Incontact, but they also suggested companies that work well in conjunction with Incontact to improve overall user experience.
What do you dislike about the product?
The only drawback with Incontact is the cost if you have a smaller center. It is best suited for larger call centers. Giving customers the option to negotiate below the minimum when needs dip would help expand Incontact to being the most useful platform regardless of the size of your center.
What problems is the product solving and how is that benefiting you?
Being able to determine staffing needs with detailed reporting on volume, agent performance, and customer feedback. Most of these attributes were broken down and discussed at one of their company wide seminars held in Florida. It really helped me and my company believe in the abilities of Incontact as it a big deal to trust your business to any new platform.
Recommendations to others considering the product:
If you feel you have the volume necessary, I feel Incontact is one of the best platforms available. The features and quality of performance are hard to ignore when doing your research on call center support systems. I have used Incontact at 2 different companies I have worked for, and was petitioning my 3rd company to upgrade prior to where I work currently.
I am an OPS person and support NICE inContact with over 200 users world wide!
What do you like best about the product?
Love the proactive notifications when issues arise. The notifications are fantastic and right away I can tell if they are going to affect my organization or not!
Love the new Audio & Visual notifications with 13.0.0! My team has been asking for this for some time now.
Love that I
Love the new Audio & Visual notifications with 13.0.0! My team has been asking for this for some time now.
Love that I
What do you dislike about the product?
Finally have Audio and Visual notification on incoming case .. but cannot change the .wav file to a sound I want to use for my org. I want a long sound that lasts longer than a second! Can I be obnoxious :) HA HA HA
Wish more than 1 person could be ab ADMIN
Wish reports were a bit easier to write. We have a lot of pre-built reports and canned templates .. sometimes it sis difficult to change to exactly what we need to run a report on.
Wish more than 1 person could be ab ADMIN
Wish reports were a bit easier to write. We have a lot of pre-built reports and canned templates .. sometimes it sis difficult to change to exactly what we need to run a report on.
What problems is the product solving and how is that benefiting you?
I have a team I support globally. TI can set up routing based upon Pole, or Skill proficiency. This is especially helpful for new agents learning new products.
cases are being routed to the correct people around the world based upon their location and skill set.
cases are being routed to the correct people around the world based upon their location and skill set.
Recommendations to others considering the product:
It is a great system .. you can get people using the system very quickly as it is an easy package to teach to a large team
Love this software
What do you like best about the product?
It is nimble! I can completely customize it to my call center needs. I also have anb account manager that is very engaged and helpful. She always wants to know how she can help!
What do you dislike about the product?
I would prefer the interface graphics to be a bit more modern. I would also like more training on the prebuilt reports that are available to me.
What problems is the product solving and how is that benefiting you?
We need to be able to handle 3 lines of communication with our customers. We use inContact now for Calls, Chats and emails! All comes to the agent in 1 queue. I was able to consolidate 3 vendors into 1 and have lots of data to track perfoemance along the way!
Recommendations to others considering the product:
Professional Services Partner Alliance
Quality software you can count on.
What do you like best about the product?
Simple to use and reliable. The system works as it's supposed to.
What do you dislike about the product?
Overall, great, but the support is expensive if you don't take their ongoing plans.
What problems is the product solving and how is that benefiting you?
Remote workforce, tracking, and reliability
Recommendations to others considering the product:
Yes.
Great all around company for contact center
What do you like best about the product?
Ease of developing IVR/ACD and integrations with other products. We have been an inContact customer for years, and while there were definitely bumps in the road they seem to have figured things out and built a flexible product that can work for any size company
What do you dislike about the product?
Some of the integrations are a bit disjointed, like inView and WFM products, and would like to see things morph into one big ecosystem for easier management
What problems is the product solving and how is that benefiting you?
Integrating our contact center with other business tools like Salesforce allows us to have a single pane of glass for agents in the contact center that work together.
Recommendations to others considering the product:
inContact can be as simple or as complex as you want to make it. It's flexibility makes it a good product for any size company
Nice inContact directs all our communication
What do you like best about the product?
My company enjoys the ability to have hands on to control our voice, email, chat, sms and email communication with our customers. The system is set up so we can easily make changes when needed. The great thing is Nice inContact is always there to help when we have questions.
What do you dislike about the product?
There are a few glitches with different skills working together and we have great support through NICE inContact to quickly resolve it and a few times it can take months for a fix when we have to wait for an update.
What problems is the product solving and how is that benefiting you?
One system to manage inbound and outbound voice throughout the company. The same system is available for emails, SMS, Chats and voice.
Recommendations to others considering the product:
Take enough time to learn the product and establish a good foundation of knowledge and trouble shooting. Learn all the features and how they can improve customer service, employee engagement and your business. It is a full package that meets all these needs.
Great phone software
What do you like best about the product?
I like how customizable and reliable the system is.
What do you dislike about the product?
Absolutely nothing, it is a great system
What problems is the product solving and how is that benefiting you?
Nothing
Why I Love inContact
What do you like best about the product?
I absolutely love inContact. It is the best call routing tool I've used in my career in IT. It is reliable, efficient, and easy to use. It makes taking calls at a high volume call center smooth and easy!
What do you dislike about the product?
I honestly do not have too many dislikes but every product has it's cons. Sometimes calls drop or get refused due to technical issues inContact may have, but those issues are usually quickly resolved.
What problems is the product solving and how is that benefiting you?
As I've said previously, inContact makes call routing easy! It's an amazing solution for how volume call and service centers. It keeps us organized and on top of calls!
Recommendations to others considering the product:
inContact is the best call routing solution out there today!
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