NICE CXone Mpower
NICEExternal reviews
1,714 reviews
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Nice InContact allows me to keep up with my productivity throughout the week.
What do you like best about the product?
The most helpful thing I like on NICE inContact is the Schedule a commitment. the upside of this for me is that I can schedule a follow up with my member that I need to call back.
What do you dislike about the product?
The only thing I find least helpful with NICE inContact is when it won't allow me to answer my calls and I have restart it. So the downside to that is that it prevents me from being available to assist the members.
What problems is the product solving and how is that benefiting you?
NICE inContact allows me to have communication with the members. The benefit of NICE inContact is that it is like productivity dashboard where I just have one system that I have to use.
Recommendations to others considering the product:
N/a
Good controlled software
What do you like best about the product?
All details which are needed to support customer, can find easily on main display. Call timing, personal details, almost everything.
What do you dislike about the product?
At some point, it is lagged from changing one to another windows. Need to fix bugs so cannot lag and we can help many more customers.
What problems is the product solving and how is that benefiting you?
We are customer support call center. We are fixing customer problems like routers not working, configuration problems and many more. With NICE inContact, it makes my life easy to solve problem of consumers. Thank you!
Perfect choice for business
What do you like best about the product?
I found In Contact is a really great tool for the business like us to provide a customer/ technical support over call to clients. I found it is very easy to navigate and use. One of my favorite feature of this tool is that it allows to check number of call holdings in the queue with the specific time frame.
What do you dislike about the product?
At this point, we haven't found any major challenges since we adapted in our business environment. Though sometimes we have to restart it when it crashed sue to network connectivity or something else.
What problems is the product solving and how is that benefiting you?
We are using this tool for our call center environment. Apart from that it also helping us to track the daily records of calls attended and dropped. It's very intuitive.
Basic and Helpful
What do you like best about the product?
It's accessible especially during the pandemic. The tool is basic and simple which is helpful because a lot of people have been working at home. It is quite user friendly and does not need complex instructions in order to use it. I've also noticed that the tool is improving , whenever we play calls there are new features being added. This tool has a lot of potential
What do you dislike about the product?
No option to play calls faster or slower. The generation and customizing the report needs improvement since we cannot extract reports easily (ex. agent hung up side for a particular person ) unless we have the contact ID.
What problems is the product solving and how is that benefiting you?
it helps us monitor calls while working at a home
Quality Management Tool
What do you like best about the product?
What I like about Nice Cxone is its quality management access. In managers point of view it allows leaders to monitor everything on their employees work. Able to manage employees call time, satus, adherance and many more. In short it makes leader's lives easier. Leaders can manage and monitor their employees in one tool manually. As employees point of view really convinient because the dialler is connected to the tool (fuse) can launch the customers info and fill it on fuse. Those are the things I like the best in Nice Cxone.
What do you dislike about the product?
One thing I dislike about Nice CXone is it is too restricted I hope employees can access even just the queue line uo. Just to see it not control so employees can manage their time and can get ready if there is a call coming in. I believe it can be reqally helpful if we as employees can view it.
What problems is the product solving and how is that benefiting you?
The problems we are solving with the help of Nice CXone is we can do our job well becaus this tool allows us to do so. The benifits I have realized is we do not need a hard phone anymore so we cqan do calls Nice CXone is an integrated softphone that can accept incoming calls. Less wires and less space needed.
Recommendations to others considering the product:
Do not hesitate on spending a dollar on this tool. The price is right and it is really worth it. It gives back the money you spend. Helps a lot to do business. Instead of buying a hard phones like avaya. Do the Nice CXone instead. Convinient and easy to use. You can manually overide employees if needs to unlike avaya. Nice CXone is an integrated softphone.
DL'S Review
What do you like best about the product?
The features to review calls is simple & easy to use.
What do you dislike about the product?
Nothing at the moment, overall as mentioned the process is fairly easy to navigate through.
What problems is the product solving and how is that benefiting you?
Being able to pull reports upon request
Recommendations to others considering the product:
None at this time...
While making reports it is very difficult to select the parameters to create correct report.
What do you like best about the product?
I like the ease to select dates and extract reports also we do not have to learn SQL to extract reports.
The parameters should be simple and easy to understand to select and get the custom reports.
The parameters should be simple and easy to understand to select and get the custom reports.
What do you dislike about the product?
To get the AHT we have to select 4 components - Instead of just 1 and it should automatically give aht breakup.
It is sometimes very slow to extract the month till date data.
It is sometimes very slow to extract the month till date data.
What problems is the product solving and how is that benefiting you?
I have automated few reports which have solved some of my issues however the visualization of those reports could be better. There should be inbuilt visuals for reports in NICE.
Recommendations to others considering the product:
If inbuilt visualizations for custom reports can be added to reports that would be very attractive to our customers to see.
Currently we are only getting simple view of our data.
We can add atleast few graphs, or pie charts.
Currently we are only getting simple view of our data.
We can add atleast few graphs, or pie charts.
very easy and simple to navigate through.
What do you like best about the product?
its very easy to set myself as available or unavailable, going on any type of break and it lets my supervisors know my every status. i can easily conference or transfer calls in the most simple way possible. i always know the company's call rate as well. nice incontact is a very well run and a real smooth platform to work on or with
What do you dislike about the product?
i really dont like the fact that i sometimes get errors even with a strong internet connection also id like to be able to resize the side phone to a preferred sized window i feel like it takes up a large portion of my screen which gives me less workspace
What problems is the product solving and how is that benefiting you?
patients call our hotline and get transferred to one of our agents which all use the platform nice incontact and it makes our jobs very easy and simple to schedule, reschedule, or cancel appointments for our patients.
Recommendations to others considering the product:
its very easy to get the hang of!
We use Nice for our call system and there are way too many problems
What do you like best about the product?
The system is easy to use when it works
What do you dislike about the product?
The system is constantly crashing or there is trouble hearing people and lots of disconnects.
What problems is the product solving and how is that benefiting you?
We use the system for our incomming and outgoing calls. I don't think it has benefited us greatly because the kinks have not been worked out yet.
Review
What do you like best about the product?
That I can work from anywhere with the cloud service
What do you dislike about the product?
I had a lot of problems signing in during the beginning of the tax season.
What problems is the product solving and how is that benefiting you?
Honestly I have not really be able to use it to its full compacity yet
Recommendations to others considering the product:
none
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