NICE CXone Mpower
NICEExternal reviews
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Participant Services Representative
What do you like best about the product?
The connectivity is amazing. Calls are not dropping and we can hear the customers clearly. Also, the customer service team is wonderful and very helpful. I also like that it is easy to navigate and automatically puts us in wrap up after a call and if we need to extend the wrap up we don't have to select another option like in our old phone system if you wanted to go on an extended wrap up, before your ninety seconds where up you would have to select another option to put yourself in an extended wrap up status.
What do you dislike about the product?
Having to link the cases because the screens pop up and it automatically creates a case for us. Also, we don't get a wrap up time when we finish on an outbound call.
What problems is the product solving and how is that benefiting you?
We have been able to resolve our connectivity issue and call are not dropping. Also, we have everything in one system instead of the platform we were using before, you had to have two different systems up to take calls and if one system was down the other one would be affected. Also, sometimes we would experience hours of the systems being down in the old phone platform we were using, and in this new one we are always connected and there is never a moment where it has gone down and our customers cannot reach us so we are very pleased so far with the outcome.
Recommendations to others considering the product:
Great platform phone system.
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.
inContact is very good.
What do you like best about the product?
I really enjoy the easy to use system, it works pretty flawlessly.
What do you dislike about the product?
inContact has a few random bugs. It will sometimes log you out randomly.
What problems is the product solving and how is that benefiting you?
Problems - the system will randomly log you out.
Benefits - very easy to transfer calls and dial out.
Benefits - very easy to transfer calls and dial out.
Overall great system!
What do you like best about the product?
Very user friendly design and hopefully continues to be
What do you dislike about the product?
Lack of end user design choices such as color choices or menu changes
What problems is the product solving and how is that benefiting you?
Helping our customers receive the best customer experience possible
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.
Works well for internet based calls.
What do you like best about the product?
Nice InContact works well because it is cloud based and setup was easy.
What do you dislike about the product?
Once in awhile Nice InContact can drop a customer call.
What problems is the product solving and how is that benefiting you?
Nice InContact helped us resolve and provide a solution for incoming calls for multiple employees at the office and for remote employees.
Great call routing software
What do you like best about the product?
The simple way you can log in anywhere and point to any phone allows workers to work in any location easily.
What do you dislike about the product?
Sometimes the console will log you out while you are still working (over 8 hours) forcing you to completely reload the login
What problems is the product solving and how is that benefiting you?
NICE allows multiple helpdesks and skills to route using a single system
Essential tool for day to day
What do you like best about the product?
Simplicity and practicality, effective for quickly reaching out to people and good quality connections
What do you dislike about the product?
Slowness issues, seems to slow over time during the day unfortunately
What problems is the product solving and how is that benefiting you?
Contacting end users
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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