NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Nice inContact Review
What do you like best about the product?
I like being able to have a support contact person assigned to us for bi-weekly meetings when we have questions.
What do you dislike about the product?
Submitting a ticket to support takes too long and generally is pretty unhelpful.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages.
What problems is the product solving and how is that benefiting you?
They are a call system that allows us to take calls which means we can reach more clients.
Best cloud based comms platform
What do you like best about the product?
Its very easy to use. most of the contact centers I've worked with, used Nice. NICE CXone provides the advantage of easy scalability, reduced IT infrastructure costs, and accessibility from anywhere with an internet connection.
What do you dislike about the product?
Overall, the software's performance is amazing! I can't think of any reasons that I would dislike it. I have been working with NICE for 7 years now and still, it works perfectly.
What problems is the product solving and how is that benefiting you?
I dont need to use the physical desk phone to dial and log in. All I need to do is open my computer, log-in my credentials. if I need to call someone no need to press a phone key pad, I can easily do it on my pc.
Great customer journey
What do you like best about the product?
Digital tools, customer and client service
What do you dislike about the product?
I know it is cringe but I can not find any cons about Nice CXone.
What problems is the product solving and how is that benefiting you?
The NICE CXone is solving almost every task we need.Specifically we have everything in one solution.
Great Tool, will be better in the future!
What do you like best about the product?
It attempts to be a nonstop shop for Customer Contact Center technology to make life easier for the end users.
What do you dislike about the product?
It's not always fully fleshed out before it's released to it's customers. Many of the external products that combine with it don't speak too well with CXone.
What problems is the product solving and how is that benefiting you?
How to combine all our tools in one place and under one umbrella.
NICE
What do you like best about the product?
This gives us the chance to check and review our schedules from time to time in order for adherence to be followed and take effect and also help time management.
What do you dislike about the product?
There are times that it lags and runs slowly than the usual or maybe because a lot of agents are accessing it
What problems is the product solving and how is that benefiting you?
It helps us check our schedules which can be adjusted especially if we we lack headcount for the day in taking phone calls.
Easy to navigate
What do you like best about the product?
It is a very easy application to navigate. The response on any issues is always immediately addressed and they're always evolving and making the product better.
What do you dislike about the product?
It can be a little confusing if you're new to the application. I've been using it so long that this isnt much of an issue for me. But I can see where someone new might get lost.
What problems is the product solving and how is that benefiting you?
It helps us to record our calls for quality assurance and its a very reliable application with the support given. It also holds so many reports to my organization that helps us do our jobs.
Simple and User-Friendly Software
What do you like best about the product?
I like how easy it is to use the search engine to find any specific call. The filters you can use in the search are pretty well. I like that you can download calls and the tab that offers you specifications of the recordings. I also like you can hear recordings of the same day, which other software sometimes lacks.
What do you dislike about the product?
LiveVox classifies calls very well, which is why I think the search engine works efficiently, but it lacks additional tools that assist quality assurance. Other software offers call transcription, dashboards and report generation.
What problems is the product solving and how is that benefiting you?
LiveVox is mainly providing my company with a call center infrastructure, but for my department (QA) LiveVox is assisting us in finding calls to review. The specifications LiveVox includes such as the time the call was made, how long it was and who made it, are greatly appreciated.
NICE Deployment to Customer Service
What do you like best about the product?
The NICE deployment late last year had very few issues thanks to thier excellent project management staff and processes
What do you dislike about the product?
The transition to a new platform is always stressful
What problems is the product solving and how is that benefiting you?
Cost savings and removal of legacy hardware on the infrastructure side
Modern tool to engage and track customers throughout their journey.
What do you like best about the product?
The use of AI and Robotics built into the tool offers actionable insights.
This is a tool that is ahead of the curve and a powerful competitive advantage.
It provides a great understanding of customer pain points,
This is a tool that is ahead of the curve and a powerful competitive advantage.
It provides a great understanding of customer pain points,
What do you dislike about the product?
It doesn't have the capability to track, report and measure abandon calls using the dashboard.
The chatbot solution uses an external vendor instead of being integrated. They should offer a full one stop solution.
The chatbot solution uses an external vendor instead of being integrated. They should offer a full one stop solution.
What problems is the product solving and how is that benefiting you?
Improve the quality of serivice with our customers in a modern way using state of the art technology.
Great robbust software
What do you like best about the product?
The user-friendly interface is great. Customer service is great. Great call quality. Great Feature set.
What do you dislike about the product?
Price it can get expensive if storing large amounts of call recordings.
What problems is the product solving and how is that benefiting you?
Better customer engagement and quality control. Reaching more customers.
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