NICE CXone Mpower
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NICE inContact has taken the call experience both internally and externally to the next level!
What do you like best about the product?
The fact that it is cloud based and the system may be accessed anywhere WiFi is available has been the best feature for us especially with the recent pandemic happening.
What do you dislike about the product?
The inability to dial out to 1-800 or 1-888 numbers through MAX is a bit of a set back.
What problems is the product solving and how is that benefiting you?
NICE inContact has helped us tremendously to swiftly handle and adjust through the unexpected shift of workers having to transition working from office to home due to the COVID-19 pandemic. We were able to do everything efficiently and effectively due to NICE inContact being available in cloud as long as our staff has online access. So we were able to make the change happen with a lot more ease without affecting our service. Had we been still using our previous system we would have not been able to do so in a moment's notice.
inContact is a user friendly option for call center operations.
What do you like best about the product?
I like MAX the best. It's a phone system that is simple to use and makes working in a call center easier. From working in other call centers that used only desk phones, MAX makes work so much smoother.
What do you dislike about the product?
Engage is not reliable for reviewing calls. I feel like there could be a lot improved upon with this particular system. There have been times when analysts could not review calls for up to a week on multiple occasions. This backed up very important quality assurance work for us.
What problems is the product solving and how is that benefiting you?
NICE inContact has allowed our call center to quickly contact our customers by many different communication methods.
Recommendations to others considering the product:
If you're looking for call review software, you might want to shop for others. But, if you're looking for a simple phone system that can handle lots of different tasks with ease, you're in the right place.
A Great Addition to our Team
What do you like best about the product?
Easy communication back and forth with just a few minor issues. Nice features for availability and status. Just a few clicks and you are ready to go. Really like that I can work from home with just my internet, no hard phone required anymore! Everyone has their own unique ID, and it saves it so you don't have to enter it in every single time. Another nice feature is the holding system. I know, that sounds weird, but it's super easy to transfer a call, and have the customer on hold while you call another department and get back to them in no time at all. There's no lag or dropped calls while you are on the phone. The voicemail system is easy and is all in one place, and you can save them in case you need to go back to them. No pesky phones where you have to type in your code and wait for all the options.
What do you dislike about the product?
Tends to freeze on occasion, but like all technology, just needs some kinks ironed out I'm sure. When calling colleague to colleague, with our system, it has their direct number and their "soft phone" number. The soft phone number has you go back from Ring Central if someone is trying to call you and accept it from your MAX. Just wish it was just all on one side, because sometimes you don't hear the notification that someone is trying to get ahold of you. At times there is also a dropped call when the agent is trying to connect. Other than that, no complaints!
What problems is the product solving and how is that benefiting you?
The fact you no longer have to have a phone jack at home to connect has been a total game changer since working from home. With everything going on with everyone working remotely, this has solved a lot of issues and concerns about being able to do your job from home. Without this service, we would have never been able to get through. We have been using this for almost a year, and I can't even imagine going back to a hard phone at this point.
Recommendations to others considering the product:
If you are used to using a hard phone, there is definitely a learning curve. Once you get the hang of it though, you will never look back. Like all things when it comes to learning something new, it has it challenges, but I encourage you to stick with it. Hard phone systems have their advantages, but you'll be hard pressed to find something with this ease of access. And with working from home being in the norm, this is ideal for the situation all of us find ourselves in these days.
Easy VOIP phone system
What do you like best about the product?
No home required and very simple to use.
What do you dislike about the product?
When I dont have internet I am unable to take calls.
What problems is the product solving and how is that benefiting you?
I am to train agents in the Phillipines via the internet with the softphone services.
Recommendations to others considering the product:
We rarely have issues with dialers going down. If we do they are quick to respond with an ETA. I advice you to experience it for yourself.
works well for my call center job
What do you like best about the product?
i like that it shows my call volume and totals for the day
What do you dislike about the product?
what i don't like is that it freezes sorta often and really often says i was disconnected and reconnected during calls and i loose my contact id number
What problems is the product solving and how is that benefiting you?
well im working from home and my company uses this service with all of us employees allowing us to be at home
Recommendations to others considering the product:
get your contact id copied and pasted before you loose it off the messages and you have to search the event log for it
functions as intended
What do you like best about the product?
the platform is generally reliable for use with the VA IT help desk
What do you dislike about the product?
sometimes the platform needs to be refreshed but this is quick to do with f5
What problems is the product solving and how is that benefiting you?
i am able to serve VA employees' IT needs
Recommendations to others considering the product:
make sure that the service quality for support of issues using the platform are quickly addressed.
Dashboards
What do you like best about the product?
I like the build in dashboards they are very easy to read
What do you dislike about the product?
To filter he different dashboard to find the correct dashboard to use
What problems is the product solving and how is that benefiting you?
The problems I have the NICS in Contact is when I refresh the page it goes to a next page
NICE InContact Review
What do you like best about the product?
NICE InContact is easy to navigate and straightforward.
What do you dislike about the product?
NICE InContact sometimes crashes in the middle of calls with patients.
What problems is the product solving and how is that benefiting you?
It has been fairly simple to schedule and assist patients for medical exams using InContact.
Very Convenient.
What do you like best about the product?
What I like most is the convenience and the fact that you don't have to download it to your computer in order to use it. It is very helpful for companies that have moved to being "work from home" during this pandemic. As with any program there are some cons as well. However, I would definitely say that the good outweighs the bad. Also, when the system is projected to have outages I believe Nice In Contact does a pretty good job of relaying that information in advance. Communications seems to be excellent. The program is easy to understand and navigate, even for ones who aren't tech-savvy so I definitely think that is a plus.
What do you dislike about the product?
Small bugs would be my only dislike with this software. However, they are typically resolved pretty quickly. Also as I have stated in the question above, when there are going to be widespread system outages, or the software is down because they are great with
What problems is the product solving and how is that benefiting you?
A uniform system as far as answering calls from home.
Recommendations to others considering the product:
I definitely this product is worth trying out. Especially if your company is typically not a work from home company. They make the process seemless.
Excellent service; been using for years.
What do you like best about the product?
We've been using NICE inContact for many years to provide a toll free number for our business. It is simple to use and easy to set up, provides good quality for a low cost. It has allowed us to offer our callers a toll free option without having to spend lots of money. It is set up as a forward so when a person calls our toll free number it routes it to our regular number & phone, so it's easy to integrate with what we are already doing. Then we can see reports on what calls are coming via toll free, from where they are coming from, and how long they last, etc.
What do you dislike about the product?
The online interface is kind of clunky. There isn't a way to set up auto pay on the bill, so we pay it manually - though it is easy to go in and pay it online. There's not a lot of customization options online. I would say that the online interface gives us what we need, but it definitely isn't super slick or attractive.
What problems is the product solving and how is that benefiting you?
As a small business, offering a toll free number was something we needed to do but were afraid it would be cost prohibitive. inContact allowed us to offer a toll free number at a very cost affordable rate. It is cost per call type approach so the more we use it the more we pay and the less we use it the less we pay. That is a very attractive model for us because the number of calls we receive via toll free are not consistent month to month.
Recommendations to others considering the product:
Services offered are pretty vast, much more so that when we first started using them, so my main suggestion would be look and see what you need, and don't be afraid to try it out for just one service if that's what you need, or go all the way with multiple services rendered.
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