NICE CXone Mpower
NICEExternal reviews
1,716 reviews
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Great Phone System
What do you like best about the product?
I like how user friendly it is and how it doesn't crash as often. I have used other phone software systems and this is definitely one I would recommend
What do you dislike about the product?
I do wish reporting were easier. I know there are prebuilt reports but creating one can be a little daunting for those who are not sure how to do it.
What problems is the product solving and how is that benefiting you?
We are able to run an efficient call center through inContact
Best Product Ever!
What do you like best about the product?
Incontact does a great job of routing calls for our company
What do you dislike about the product?
Nothing. It works great. The only thing is is that it's a little confusing to configure up front
What problems is the product solving and how is that benefiting you?
We route calls with InContact and it helps us a lot
Technical point of view
What do you like best about the product?
Gives our customers exactly what they need. Straight forward implementation for technical support / programmers.
What do you dislike about the product?
At the time we implemented inContact, only the windows based connector was available, which requires us to run a windows based VM just to support inContact connector. I hope this has changed and eventually we can re-visit the "connector" question and implement it properly on a Linux server / container.
What problems is the product solving and how is that benefiting you?
This is largely based on our customers: functional staff, whose clients in turn university students: Once a student calls in, a phone operator has all information needed to get student help right away. Routing based on what the perceived problem may be, off line messages, etc., etc.
Recommendations to others considering the product:
Straight forward implementation. Functional users can create workflows themselves.
A Great Platform with Powerful Tools
What do you like best about the product?
NICE inContact has taken a lot of the live data displayed on monitors throughout our contact centers, combined it with a wealth of additional metrics, and placed it on the dashboards of our agents, Resource Management, Quality teams, and more. The customizations available suit a variety of needs and really help our organization and individuals in gauging how projections and forecasting are playing out.
What do you dislike about the product?
The lack of suggestions on the types of customer reports within the NICE inContact tool itself. I often rely on prebuilt reports and do appreciate the options available for custom reporting, but something to help "jump start" what is available would be great.
What problems is the product solving and how is that benefiting you?
Agent management that aids in NICE Engage administration, live call stats that reveal where analytics efforts should be focused, and having an additional location for Contact History data and recording retrieval.
Accounts Payable
What do you like best about the product?
The customer relations and AR department has always been helpful and willing to help.
What do you dislike about the product?
I dislike that payments are not applied against specific invoices so reconciling our payable accounts together can be quite difficult.
What problems is the product solving and how is that benefiting you?
Our entire company finds use.
Excellent Call Center Option
What do you like best about the product?
inContact scaled very well with our business as we added clients and volume, we were able to customize virtually everything we needed
What do you dislike about the product?
We had an occasional hour of downtime (occurred twice over the last year for just under an hour both times, both times were in the overnight hours so it didn't cause a major disruption)
What problems is the product solving and how is that benefiting you?
We have been able to offer a better, more streamlined solution to our clients for their call center agent needs.
Recommendations to others considering the product:
Definitely try it out and see how well you can make it fit with your organization, our move to incontact went very smoothly
Incontact review
What do you like best about the product?
I like the fact that it works well and have not had any issues with the program. I do love the program it allows us to work as we do and very efficiently. I like that it allows for the Choice between thin and max agent. When open in multiple tabs it tends to log one out more frequently. The system sounds could be more pleasant. Sometimes it goes thru a leggy day, but not too often
What do you dislike about the product?
I wish it was more user friendly with Max agent that we can do custom colors or make it abit smaller. Every now and then, the system loads very slowly, or lags. It usually corrects itself within a few minutes or does not last long.
What problems is the product solving and how is that benefiting you?
I have not had any issues using the program.
Recommendations to others considering the product:
I would stay it allows for smooth and clear productiveity.
Pleasant
What do you like best about the product?
I like that you can see everyone. It's laid out very nicely, very clean and organized. It has many features that are very helpful for your business.
What do you dislike about the product?
Sometimes you are unable to force log out due to someone being stuck in auto wrap.
What problems is the product solving and how is that benefiting you?
It makes life a whole lot easier where I can see all agents logged in and what code thay are in. You can also have it highlight an agent when they are over a certain time in that code.
Organized Productivity
What do you like best about the product?
I like that it has all the stats and reports needed to oversee operations.
What do you dislike about the product?
I dislike that the MyAgent window doesn't stay open above all other windows. It would be "Nice" if it did ;)
What problems is the product solving and how is that benefiting you?
Service Level is something we can easily look at and attempt to solve by reaching out to agents who are working on other things and asking them to come available and help with the calls queue.
Recommendations to others considering the product:
You will not go wrong with implementing NICE inContact to your organization.
User Friendly system
What do you like best about the product?
I really like the reporting features and copy and paste options (makes it easy to transfer information to and from the agent when transferring information from one platform to another or notes) .
What do you dislike about the product?
When open in multiple tabs it tends to log one out more freaquently. The system sounds could be more pleasant. Sometimes it goes thru a laggy day, but not too often
What problems is the product solving and how is that benefiting you?
able to manage team efficiently and provide permissions or access with a couple clicks
Recommendations to others considering the product:
user friendly and enables you to manage your team at a glance
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