NICE CXone Mpower
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Soft Phone Max
What do you like best about the product?
I helped create Max when we signed up actually. inContact did not have a softphone to sell and we developed Max based off the softphone that RingCentral provided at the time. I worked with developers to brainstorm all the functions needed, however with a merge I believe inContact decided to use their softphone with the new features incorporated.
What do you dislike about the product?
Anything being internet based is risky when there are outages .. nothing is perfect but if you were drilling down it would be down time equals negative net $100 per minute down.
What problems is the product solving and how is that benefiting you?
API connectivity, we have mostly accompanied our LMS with inContact via API. We would like to gamify our system while utilizing the phone stats. IE. little guy climbing and gains elevation after each successful call.
Recommendations to others considering the product:
If it is good enough for Disney call centers after the release of Disney+ then it will be just fine for your small, medium, and large organization.
Excellent service
What do you like best about the product?
The way the team keeps updating the ticketing system is great.
What do you dislike about the product?
Nothing everything is absolutely fine and working good
What problems is the product solving and how is that benefiting you?
Issue related to NICE platform
with the predictive dialer, this tool limits the use of manual inputs when contacting clients
What do you like best about the product?
that it dials within seconds at a time as soon as one call ends, another appears
What do you dislike about the product?
when its down, its down, which slows up the process of moving forward but its minor infractions
What problems is the product solving and how is that benefiting you?
the impact that it has when dialing contacts and ho you can manage the call or forward the calls to its appropriate destination
Recommendations to others considering the product:
Having Incontact to do the dialing for you could save so much time on Inbound/Outbound calls in any organization
Modern Day Call Boards
What do you like best about the product?
The able to customize your call boards and other features.
What do you dislike about the product?
It looks like there is an issue with sending documents around half a GB.
What problems is the product solving and how is that benefiting you?
N?A
Great Technical Support
What do you like best about the product?
The recent updates to the Central UI has been great. Reporting is very intuitive and technical support has been excellent.
What do you dislike about the product?
The UI for the Studio application is a bit lacking and this could be an area of focus to make it more user friendly for some of the backend administration tasks.
What problems is the product solving and how is that benefiting you?
A stable and relatively low touch contact support center solution that has made my job as an administrator easier with limited issues.
inContact Technical Account Managers - MAKE ALL THE DIFFERENCE
What do you like best about the product?
Love the one on one interaction and service we receive from our Technical Account Manager (TAM).
What do you dislike about the product?
There was a time we did not have a TAM, the engagement was as a result managed by our Sales Rep (which wasn't ideal). At the recommendation of our Sales Rep we upgraded to a TAM - now super happy!
What problems is the product solving and how is that benefiting you?
We are solving customer experience issues.
Recommendations to others considering the product:
Sign up for a TAM, do not go the road without one. They will help ensure you make the most of your engagement.
inContact has made administering our contact center better
What do you like best about the product?
I have found that Nice inContact has a solution for everything you need in your contact center. From IVR, to SMS, to Quality Analytics to reporting to Surveys.
What do you dislike about the product?
I wish Nice inContact had more options for indepth training on their Studio Application.
What problems is the product solving and how is that benefiting you?
Nice inContact has helped us to quickly create IVR's through a graphical interface. They have also helped us to reach our clientele quicker and with less resources.
Call Center software
What do you like best about the product?
We tried other software previously and they did not come with the functionality that InContact has.
Some features that we use and rated high on our requirement list:
Recording Calls - we use this functionality all the time for guest complaints, disputes and for training our agents
Masking Credit Cards - due to PCI Compliance we must mask the guest card number for sales
Ease of use: very easy and intuitive for new agents
Support: Garland, our rep, is readily available for all questions
Call Back option: This was a huge benefit for us. No longer having guests on hold - it saves their place and auto-dials the guest back
I could keep going in the benefits and have zero regrets with InContact
Some features that we use and rated high on our requirement list:
Recording Calls - we use this functionality all the time for guest complaints, disputes and for training our agents
Masking Credit Cards - due to PCI Compliance we must mask the guest card number for sales
Ease of use: very easy and intuitive for new agents
Support: Garland, our rep, is readily available for all questions
Call Back option: This was a huge benefit for us. No longer having guests on hold - it saves their place and auto-dials the guest back
I could keep going in the benefits and have zero regrets with InContact
What do you dislike about the product?
It’s difficult but not impossible to have agents roam from desk to desk.
What problems is the product solving and how is that benefiting you?
Recorded calls for guest complaints
Better reporting tools/very easy to track year to year!
Viewing the number of guests in queue
Better reporting tools/very easy to track year to year!
Viewing the number of guests in queue
Recommendations to others considering the product:
I would document User Requirements and compare with IC
I also recommend using services to implement IC
I also recommend using services to implement IC
A better solution for call centers
What do you like best about the product?
Create your teams, assign their skills and within minutes they will be able to start taking calls.
What do you dislike about the product?
I wish there were better training available on how to do scripting on the backend.
What problems is the product solving and how is that benefiting you?
Round robin call routing made easy! Targeted call routing made easy as well! Great products. Great support.
Pleased with Tech support
What do you like best about the product?
I love the technical support we get when we have issues. Resolution is very quick.
What do you dislike about the product?
tend to have alot of events happening which reflects on agents availability to be on calls.
What problems is the product solving and how is that benefiting you?
less complex and downtime than I3
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