NICE CXone Mpower
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Incontact makes it easy to Communicate
What do you like best about the product?
What we like best is how easy it is to connect out entire office to Incontact as live agents. Without any issues, all of the calls are allocated and directed correctly, making it so easy to communicate with callers.
What do you dislike about the product?
We dont like how many steps it takes to get a recorded call. Sometimes when a call needs to be referenced, it can be confusing or near impossible to find and review the correct call. If this was a more streamlined
What problems is the product solving and how is that benefiting you?
We are solving the issue of keeping tenants on hold or transferring multiple times for them to get to the correct and desired [arty. With incontact and the delegations each agent has, calls are automatically directed to the correct parties based on the dispositions of the caller.
Recommendations to others considering the product:
Make sure to integrate with incontact as much as possible. By integrating, you can take full advantage of the features that they offer. Furthermore, it can help you skip many many steps and save time when dealing with customers.
Great Experience with Nice in Contact for Ring Central
What do you like best about the product?
I love the easy access to log in to my ring central, the easiness of using the program just makes work much more easy.
What do you dislike about the product?
I dislike that when i log in to the website i have to click another link to open up my ring central. I wish it would just prompt me to the ring central max agent pop up instead of me having to
What problems is the product solving and how is that benefiting you?
Communication!!! I love the fact im able to be on a call and it sends all my calls to my VM and lets the client know im on a call.
Huge improvement
What do you like best about the product?
We were previously using Monet and 3c logic, from a resource management side of things, in contact is much much easier to work with for pulling reports and giving employees more control.
What do you dislike about the product?
Even though I'm in response Management,I don't love the second by second employee tracking. Feels overly invasive.
What problems is the product solving and how is that benefiting you?
Ensuring agent productivity, the agents have more control freeing up their supervisors so they don't have to baby sit all day.
Very efficient
What do you like best about the product?
Love the dashboard it helps keep me on task and gives me a
What do you dislike about the product?
i wish there was a way to keep Max on top of other pages, it is very frustrating when it disappears while I am navigating other screens.
What problems is the product solving and how is that benefiting you?
It has tremendously increased our efficiency, it is very helpful; having the snapshots. Our old system was a dinosaur this has been a welcomed change!
CxOne Personal Connection phone
What do you like best about the product?
I really enjoy how easy it is to get and transfer calls to other coworkers.I can see which coworkers are available, quickly.I also like the Analytics, that you can easily tack out you are doing against the rest of the department.
What do you dislike about the product?
Some of the features of the phone seem outdated.
What problems is the product solving and how is that benefiting you?
We are able to hold each other accountable on the phones and it helps us do a better job when talking to our customers. We are able to assist them more quickly.
Recommendations to others considering the product:
I would recommend switching to this system.
Amazing Call Center Platform
What do you like best about the product?
I love the ease, of the tool, uploading the calls you want, you can set up different campaigns and control when and how they are played. Its especially useful when utilizing it in a collection company, they follow all the laws and guidelines for FDCPA and CPA
What do you dislike about the product?
the deleting tools sometimes leaves a campaign there, you i think it should allow you to delete it all together instead of leaving the old file there. You also need to manipulate the names if there is a mistake or it will come up as duplicate accounts
What problems is the product solving and how is that benefiting you?
having a fully functioning call center, with several different collection vendors, can outreach to hundreds or thousands more consumers in a day without manually dialing them all, also weeds out voicemails and wrong numbers so we know which accounts need manual work.
Recommendations to others considering the product:
They are an amazing team, which implements their software to meet business and legal requirements
InContact
What do you like best about the product?
I like how very user friendly it is when it comes to managing reports and getting raw data from the day to day operations. Also, how well it helps manage the agents logged in and keep an eye on what exactly it is that they are doing at any given moment.
What do you dislike about the product?
Some reports, when exported to excel, they come out under a different structure and it makes it a little harder for me to assign any excel formula from that.
What problems is the product solving and how is that benefiting you?
Call Center Agent login interface.
Impressed with the technology.
What do you like best about the product?
Not only have they had tools and technology to answer our production, quality and customer interaction needs, but they are good about suggesting additional solutions for areas of opportunity we didn't even think of. Their management and engineers are essential part of our strategic planning team.
What do you dislike about the product?
We often have to travel in order to get to a inContact event. There are many throughout the year, but we have n't had one in Pittsburgh.
What problems is the product solving and how is that benefiting you?
Most recently it was creating a live chat platform that was appropriate for our demographic (21-32 year olds) and our employees. The live chat platform NICE inContact built for us is called "advanced chat" and we are fans. We are particularly fans of the automation tools it offers: automated greetings and closings, precanned responses, ability to share documents/links/forms through the chat, and automatic distribution of chats based on skillsets. Our metrics have dramatically improved, but so did our customer survey scores.
Recommendations to others considering the product:
Every company we shopped gave a great sales pitch, so be sure to challenge them by presenting them with real problems and ask them to demonstrate how they will solve those for you.
Livevox makes me feel unique
What do you like best about the product?
Makes every interaction feel customized with intelligent agent screen pops and multichannel capabilities. Makes work easier by enabling campaign creation on any channel, at any time with full insight on performance.
What do you dislike about the product?
The functionality of the web application when transferring calls from one agent to another and answering a new call that comes in off the diaper when you are currently on the line and trying to transfer the call out.
What problems is the product solving and how is that benefiting you?
We are solving the bridge between agent and customer with how the customer’s experience and ease of communication helps our agents work their accounts effectively. Some benefits of livevox are the customer/agent interaction and use of the software to help facilitate getting the customer to the right agent and getting calls answered and transferred fast and without issue.
Outstanding products and service
What do you like best about the product?
inContact has been an outstanding and critical technical partner for 211LA. Many times we serve as a first responder to the community times of need, crisis, and disaster. inContact not only understands our business needs but serves as a partner to ensure we are delivering consistent and quality service to our community.
What do you dislike about the product?
inContact has done an outstanding job of acquiring key partnerships for additional technical features and partners to provide services. At times it is a little bit of a patchwork but they have made great strides in blending the technologies so they are more seamless. They do an excellent job of listening to feedback from clients and incorporating that feedback when appropriate and possible.
What problems is the product solving and how is that benefiting you?
inContact is above all reliable. We require 24 X 7 X 365 up-time and service. We have had a reduction in the cost to maintain our own equipment.
Recommendations to others considering the product:
I highly recommend you visit a center using NICEinContact and that you attend the conference. It is the best way to network with other users and learn how best to apply to technology to your business model.
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