NICE CXone Mpower
NICEExternal reviews
1,716 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Utilizing Nice InContact & WFM
What do you like best about the product?
The reporting capabilities are the part that I like best. To be able to pull the call data & metrics accurately are very important in regards to WFM and staffing.
What do you dislike about the product?
While there are many parts of the agent's time off requests that can be automated, I do wish that Nice WFM had some sort of interval based automation instead of just going off the amount of hours available per day.
What problems is the product solving and how is that benefiting you?
We use Nice InContact for our call center and workforce management needs. We are able to schedule and monitor agent attendance, performance, and overall production. This has helped us identify areas of opportunity and strengths.
Recommendations to others considering the product:
Nice InContact offers something for everyone looking for a contact center solution.
NICE is not just in the Name
What do you like best about the product?
NICE inContact makes the conversion from a premise based solution to a cloud based solution easy and pain free. The SaaS model drives flexibility and support for contact centers that have fluctuating or seasonal needs, a required Omni-channel support solution and tools that make quality control and process management easy for all members of the contact center support team.
What do you dislike about the product?
Customization of your ultimate solution can be done but it requires detailed plans and communications to ensure that all customized features are as expected.
What problems is the product solving and how is that benefiting you?
The biggest benefit for our organization as a result of the NICE inContact solution was a reduction of operating expenses by over 50%. This came as a result of their flexibility in seat management as well as the superiority of their workforce management solution.
Recommendations to others considering the product:
Be detailed in your requirements and determine if what you need is a flexible, easy to use solution
inContact Helped our startup launch successfully
What do you like best about the product?
Flexibility, Agent UI Experience, Reporting. Also the technical support and consulting on demand services were really great
What do you dislike about the product?
Detailed IVR configuration could not be done via the web, it had to be done using a local Windows client which was very inconvenient.
What problems is the product solving and how is that benefiting you?
We successfully launched the call center at our startup using inContact. The ease of training and use helped us successfully scale quickly!
Recommendations to others considering the product:
inContact allowed us to launch our call center with ease. When we need to migrate our call center from the west coast to the midwest, inContact allowed us to seamlessly accomplish this task with ease and with no downtime.
Easiest to Use and Flexible
What do you like best about the product?
The product and interfaces are easy to use and understand. The amount of options and tasks that can be done are vast and it allows for major changes to made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.
What do you dislike about the product?
With so many closely tied systems and being cloud based it can be very difficult when there are outages or issues. It isn't as simple as restarting the servers and getting back online. At times outages can be vast and occur for quite some time as the right parties are engaged to resolve the issues.
What problems is the product solving and how is that benefiting you?
Ability to mange a small workforce of agents with ease to maximum support and limit staff. Also able to adjust to customer needs and modify processes in almost real time.
It's 2018, and NICE Is Another CRM... and It's Great!
What do you like best about the product?
Incontact is a fairly new company, but they seem to be 100% in tune with what a company needs.
I would never say that I am passionate about CRMs, but I have gotten to the point in my life that I have tried them all (maybe not literally, but it feels that way). Incontact does what-it-does very well. And stuff it doesn't do? Well it doesn't do that. :)
That may be vague, but I mean it in the best way. Incontact does not launch with broken or incomplete tools. They won't give you a boat today, and a paddle a year from now.
As for the tools themselves, all the things you would want to track user and prospect data is here. Like all CRMs, it is what you put into it. Incontact is VERY easy to set up, and makes certain competitors like Hubspot or Zoho look bad.
Support is great. Documentation is great (even though I never needed it... so maybe I am just assuming it's great), the layout is beautiful + easy to read, much more flexible than some alternatives. You won't be disaponted.
I would never say that I am passionate about CRMs, but I have gotten to the point in my life that I have tried them all (maybe not literally, but it feels that way). Incontact does what-it-does very well. And stuff it doesn't do? Well it doesn't do that. :)
That may be vague, but I mean it in the best way. Incontact does not launch with broken or incomplete tools. They won't give you a boat today, and a paddle a year from now.
As for the tools themselves, all the things you would want to track user and prospect data is here. Like all CRMs, it is what you put into it. Incontact is VERY easy to set up, and makes certain competitors like Hubspot or Zoho look bad.
Support is great. Documentation is great (even though I never needed it... so maybe I am just assuming it's great), the layout is beautiful + easy to read, much more flexible than some alternatives. You won't be disaponted.
What do you dislike about the product?
Guhh, I hate that this is a required field.
It can run a little slow while loading bulky requests (But every CRM can have this issue and it's not the dev's fault, and ever sales person will tell you that theirs doesn't have this problem). I would like to see them grow in a more mobile direction. Their pricing structure is weird, it doesn't fit our business structure very well, and we found that we limited certain employee's access to fit the frame (I think rethinking who used Incontact really had some positive restructuring benefits in the long term though).
It can run a little slow while loading bulky requests (But every CRM can have this issue and it's not the dev's fault, and ever sales person will tell you that theirs doesn't have this problem). I would like to see them grow in a more mobile direction. Their pricing structure is weird, it doesn't fit our business structure very well, and we found that we limited certain employee's access to fit the frame (I think rethinking who used Incontact really had some positive restructuring benefits in the long term though).
What problems is the product solving and how is that benefiting you?
If you have used a CRM in the past (hopefully you have... if not, have someone else vet your software PLEASE!) then you know what it does for you. In my role, I need to be flexible and rethink technology regularly, and you start to see the patterns.
Like all CRMs, Incontact will keep your notes together, help you maximize sales, improve your relationships with clients, unify your team, help your company scale as old employees leave and new ones take their place... If you don't have a CRM, get one today.
What Incontact brings to the table is a dedication to their product and the success of their customers. You will not find this dedication with the big dogs. Make sure your choose your alliance wisely, or be prepared to do massive technology overhauls.
Like all CRMs, Incontact will keep your notes together, help you maximize sales, improve your relationships with clients, unify your team, help your company scale as old employees leave and new ones take their place... If you don't have a CRM, get one today.
What Incontact brings to the table is a dedication to their product and the success of their customers. You will not find this dedication with the big dogs. Make sure your choose your alliance wisely, or be prepared to do massive technology overhauls.
Recommendations to others considering the product:
Try some of the free alternative availible like Hubspot, Zoho, Insightly, find out what your team needs, buy the product that is right for you.
NICE scheduling system
What do you like best about the product?
I like the ability to view and manage your schedule including activity notes, adding or deleting scheduled events, request pto, and even view other people's schedules on your team to better coordinate events.
What do you dislike about the product?
The only thing that I dislike is the random numeric user names versus using user names with the business email or other similar format as it makes it hard for people to remember their login details.
What problems is the product solving and how is that benefiting you?
Being able to schedule a variety of events all in one place.
Easy to use
What do you like best about the product?
NICE inContact is very easy to use and read.
What do you dislike about the product?
Cannot look at multiple detailed schedules at once, and the screen is kind of busy.
What problems is the product solving and how is that benefiting you?
Scheduling, time off requests, over time, inbound and outbound phone calls.
Recommendations to others considering the product:
I wish there was a way to look at multiple detailed schedules at once.
InContact - Powerful cloud solution that fits all of your needs
What do you like best about the product?
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things with their software, such as allowing the scripting platform to look at incoming phone numbers and route them based on the origination place.
What do you dislike about the product?
The only thing I dislike is the fact that I do not have the ability to 'drag and drop' a call from a dashboard. If a call is holding in queue and we don't have sufficient agents available with that skill, it takes several clicks away to get that skill assigned to someone else. We woudl like to just grab the call and throw it at an agent, but we realize that is wishful thinking!
What problems is the product solving and how is that benefiting you?
We have been able to scale our business and handle large volumes of traffic by utilizing their software. We have purchased their new WFO software and we will be beta testing it very soon.
Recommendations to others considering the product:
100% recommend to others! The ease of use and easy setup will allow people who are not IT professionals by nature to also be able to setup and maintain the system.
Great software!!
What do you like best about the product?
this software is so easy to use and I highly recommend it. Minimal training and we were up and running!
What do you dislike about the product?
Calls drop sometimes when transferring which can be frustrating!
What problems is the product solving and how is that benefiting you?
This software links everybody effortlessly and saves our company time and money!
Recommendations to others considering the product:
Give it a try. I really think you'll like it!
showing 771 - 779