NICE CXone Mpower
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Nice InContact has been a great experience overall
What do you like best about the product?
I like the Ease of setting up Queues, IVRs and moving agents as needed.
What do you dislike about the product?
I would more infrastructure be invested into reporting so that I could get real-time analytics. Currently, there is a significant wait time for running any sort of report.
What problems is the product solving and how is that benefiting you?
Our company has multiple teams that InContact collaboratively for connecting with customers. The ability to quickly move agents, transfer customers, and report on this activity is what we love about it.
Mid-range call center software
What do you like best about the product?
InContact has a lot of functionality in their product. You can do phone calls, emails, and chats with customers. There's a lot that you can customize, which makes it work for a lot of different companies.
What do you dislike about the product?
It's a bit complicated to get everything set up. Because of the customization, it's cumbersome and difficult to get everything set up the way that you need.
What problems is the product solving and how is that benefiting you?
It has made it very easy for us to keep track of the call queues and monitor who is and isn't on calls.
Nice is Nice for an older feeling platform
What do you like best about the product?
I like the ability to pull the screens of phone calls from our phone agents while they took phone calls. I like that we can monitor the phone agents in real time and know what status they are in and what they are doing while they are working remotely from home.
What do you dislike about the product?
I'm not too fond of the platform and how it feels like the technology to pull and listen to calls is from the 1990s.
What problems is the product solving and how is that benefiting you?
We have launched a new sales team, and the technology has allowed us to get feedback and phone calls to do Quality Analysis to improve our servicing level and quality. We use it for our Core Servicing Department and workforce managaement to make sure employess are working and showing up on time, etc. during these times in covid.
Recommendations to others considering the product:
If you are using this platform for user experience and user-friendliness, then it can be challenging. If you are using it for functionality to get the data you need, then it works. I would not make it my first choice, but for the intent and purpose that we use, it gets the job done.
It Does The Job
What do you like best about the product?
It has an API that allows for my organization to send data to Domo.
What do you dislike about the product?
The agent leg is unstable and consistently has issues.
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
This tool is robust and offers many features that are worth looking into.
IC Review
What do you like best about the product?
Good user interface when working, user-friendly when working as well.
What do you dislike about the product?
It's difficult to get service issues resolved in a timely manner, most of the responses we've gotten blame our internet speed even after that's been checked and is not the issue.
What problems is the product solving and how is that benefiting you?
Work-force Management and call reporting is simplified.
Good software
What do you like best about the product?
I like the UI and some features of the setting
What do you dislike about the product?
Why is it I can't press the button on my Plantronics headset to answer the incoming call? I used to be able to do this before
What problems is the product solving and how is that benefiting you?
I troubleshoot application issue
In Contact Review
What do you like best about the product?
I enjoy the suite of functionality such as being able to edit your own individual dashboard and pull individual calls from representatives.
What do you dislike about the product?
The system seems to reject a number of calls with no technical solution offered. Would like more drop down interface options. There was a large outage impacting the business a month ago that was disheartening.
What problems is the product solving and how is that benefiting you?
It is great that the csr's can see their schedule through this application. It is a very easy interface to interpret. Clear text,color coding.
Many issues, often OK
What do you like best about the product?
easy to take calls, transfer calls, etc.
What do you dislike about the product?
crashes often. sometimes cannot change statuses correctly. hard to get back in if there are any issues. always need to clear browser cache if not working correctly.
What problems is the product solving and how is that benefiting you?
very able to help all customers with friendly and efficient service. helps make it easier to work as a team to handle call transfers to certain people who are the most skilled at certain areas.
When it works, it works great! When it doesn't it's super frustrating to work with.
What do you like best about the product?
I like the smoothness of the app using Safari on my MacBook Pro locally when it doesn't drop audio on incoming calls. It opens and log in quickly, as I would expect an application would running locally on a Macbook Pro.
What do you dislike about the product?
It drops audio on incoming calls no matter the setting, browser or configuration that I've been able to attempt. The sluggishness of using the recommended browser, Chrome, in Windows VMware VM was the worst of all the experiences I've yet attempted on a MacBook Pro. The time it took to open and login was close to a minute and the overall responsiveness leaves lots to be desired. Edge has been best overall in Windows 10 on the VM, but since all of the existing configurations I could think of drop incoming audio, roughly 1 out of 20 calls, I simply cannot recommend this product in a corporate environment. For limited use in personal or small business environment this software might work great for you buy, in my experience, as the call volume stacks up so do the problems with using it. Customers won't understand or be empathetic with agents when it feels like to them that they were ignored and hung up on, when the agent wants to help and offers assistance but the two parties simply cannot reach one another.
What problems is the product solving and how is that benefiting you?
Service desk is using it to manage call routing and to view real-time data relevant to the department. The data presented in the app is not updated in real-time but it does update roughly every three seconds. The big killer is the dropped audio on calls. When you can confirm that the issue lies with the software and not with hardware after multiple different configurations and the recommended one is the worst of all, it would shake anyone's confidence in a company to deliver what it says it does.
Incontact KL Review
What do you like best about the product?
incontact helps my company effectively and efficiently take, direct, route, and delegate calls from participants in retirement plans. it allows for us to deal with high call volume in a controlled organized, manageable fashion. if incontact was not being used, the organization of our department would be pretty severely affected, which would negatively impact productivity and overall customer experience, which can be damaging to the company's reputation
What do you dislike about the product?
the system can shut down sometimes, leaving me as a bit of a standstill if i am on the phone with a client, and the app sometimes has trouble opening up when i do have to close it, which can be a problem when we are dealing with a really high number of callers in our queue, which can cause long hold times and delays for participants
What problems is the product solving and how is that benefiting you?
When our call center is really busy, the system helps to manage all the callers in a queue. also the system can direct calls to the correct department to avoid backlog and delays, which is very useful when working in a call center with a large number of callers
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