NICE CXone Mpower
NICEExternal reviews
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Ease of Use
What do you like best about the product?
Easy to update profiles and call settings
What do you dislike about the product?
I would like an easier way to pull data from reports.
What problems is the product solving and how is that benefiting you?
Call data with dispositions.
Great product, easy to use, interesting insights, occasional issues
What do you like best about the product?
The design is simple enough that you easily get accustomed to it, making it easy to learn and use on a daily basis. The best feature though would be the insights. I find it interesting to see how productive I have been in a day, looking at total outbound calls and total time spent in calls.
Also, the ability to select different states of availablity/unavailability is very useful. Being available allows calls to come through, but there are lots of different options for unavailable. I can see this being great from a managerial standpoint. For example, managers can see how long we are spending on breaks/comfort breaks/lunches. This kind of information makes it a lot easier for management to ensure that agents are fulfilling their contracts.
Being able to see how many callers are in the queue, and how many agents are currently available (not in a call) is another fantastic feature. I always find myself looking at these numbers, as they can give you an idea of how busy the service is.
Also, the ability to select different states of availablity/unavailability is very useful. Being available allows calls to come through, but there are lots of different options for unavailable. I can see this being great from a managerial standpoint. For example, managers can see how long we are spending on breaks/comfort breaks/lunches. This kind of information makes it a lot easier for management to ensure that agents are fulfilling their contracts.
Being able to see how many callers are in the queue, and how many agents are currently available (not in a call) is another fantastic feature. I always find myself looking at these numbers, as they can give you an idea of how busy the service is.
What do you dislike about the product?
Occasionally I have issues with my agent leg disconnecting. This can mean that the call gets dropped midcall. While this is an annoyance, it is infrequent. It is also worth noting that the chromebook I am working with only has medium signal where I work from. I am not sure if this would affect the agent leg .
What problems is the product solving and how is that benefiting you?
NICE allows my team to accept calls from thousands of callers daily. We have almost 2000 agents working everyday, and the calls come through steadily. NICE has allowed us to run a smooth operation, with callers barely waiting a minute before they come through to an agent.
GREAT COMMICATIONS APPLICATION WITH MINOR GLITCHES
What do you like best about the product?
I LIKE THAT IT CAN BE ACCESSED VIA INTERNET BROWSER VERSUS HAVING TO ACTUALLY DOWNLOAD THE PROGRAM.
What do you dislike about the product?
I DISLIKE THAT THE SYSTEM HAS VARIOUS AMOUNTS OF GLITCHES
What problems is the product solving and how is that benefiting you?
APPLICATION LOGS YOU OUT IF YOU ARE INACTIVE FOR A CERTAIN AMOUNT OF TIME
Wonderful business solution for our call center
What do you like best about the product?
The software interface is very user friendly and I really like the reporting functunaltity of the system. Has everything I need and more!!!
What do you dislike about the product?
I have no complaints as everything I have needed has been delivered!
What problems is the product solving and how is that benefiting you?
Reporting to our clients on phone metrics has given us rave reviews!!!
Recommendations to others considering the product:
Use it!!! It is a wonderful solution!!!!
User friendly for someone new to digital calling
What do you like best about the product?
I enjoy the ease of use with the interface and also the more advanced capabilities it has as well. I am fairly new to using a digital phone so it was made easier by having everything organized in a way that is very easy to visually see and having a search function as well. Using the program has boosted my confidence in my work by allowing me to work effectively and efficiently.
What do you dislike about the product?
More of a personal problem, but it is important to have a good source of internet compatible with NICE inContact. I have experienced connection issues with receiving calls and transferring calls in the past, which have caused them to disconnect. Another thing that can be improved is is the logging out experience. I have noticed that sometimes even if I log out or exit the application that when I return back to it that it shows me as being available for 10+ hours. I believe this could improve quality of life overall to improve accurate productivity information.
What problems is the product solving and how is that benefiting you?
NICE inContact is great for getting in touch with someone fast with only a couple of buttons. Being able to get in contact with a customer quickly in very important in the service industry to ensure that they are receiving the best service possible!
Recommendations to others considering the product:
It is a really great program for companies anticipating an influx of employees joining. It has great training uses as well as practical ones. It can really fit any business type well for means of communication.
So far NICE Cxone is the best way to connect you with all the people.
What do you like best about the product?
It is easy to use, you can easily connect with your customers. very simple and easy to navigate, phone calls, chats, and emails are easy to come in one by one and respond fast.
What do you dislike about the product?
After 6 months working with NICE CXone, I can tell that sometimes it drops calls when your internet connection is slow and you have to restart it, besides that I would really like to see a different interface.
What problems is the product solving and how is that benefiting you?
With this great feature, we don't need to enter the card number on every call, we make our work easier and our service more agile and the call part is really good. it is so easy to disposition and save every contact you've had throughout the day.
Recommendations to others considering the product:
NICE CXone is one of the best call center and BPO software out there, is complete, fast, easy to use, it can give you a lot of information related to your team or your company if you are a supervisor or higher than that, for me, this is the definitive software to use with integrated softphone to take calls and really smooth to have your contacts on it. 10/10 recommended you won't regret. The ability to transfer calls and add people to other department calls, video calls, and saved contacts. The app color is very bright. My favorite features in Nice include being able to check call quality reviews both visually and audibly. Nice is also listening to the recording, showing what was done on each Quality Score on each screen, I'm telling you, not lies, this is the best software for Call centers ever made.
Benefits of Nice-InContact
What do you like best about the product?
What I best like is the way that the platform shows the performance that we are having.
What do you dislike about the product?
Well, I have I have used several platforms and I like everything from Nice- InContact
What problems is the product solving and how is that benefiting you?
The problems that I'm resolving with this platform is the way we handle the calls
Recommendations to others considering the product:
Is the best platform for communication
Very simple and reliable Callcenter solution
What do you like best about the product?
It provides you with really strong administrative tools that will help you to keep track of each user's time, status, reporting, recordings among much other tools. It grant you access to manage call queues, manage dispositions/Statuses and many other features.
What do you dislike about the product?
It continuously happens that you need to clean browsing and cache history in order to be able to access your InContact account, this is not a big deal though, compared to the great features and advantages that it offers.
What problems is the product solving and how is that benefiting you?
We use InContact across our whole organization is used for both work at home and office agents. This platform provides you with the flexibility to scale users within hours. The call recording feature is also strongly used by our QA department.
Recommendations to others considering the product:
InContact is well suited for business where they need a contact center solution on the cutting edge that focuses on new features and functionalities.
User friendly platform for supervisors and agents
What do you like best about the product?
I like that you can create your own customized view. I can create teams, organize by floors, or calls coming in. I have about 10 different customized views I have spent curating. I love this feature
What do you dislike about the product?
I would like to change colors, and some of the buttons are a bit too basic. There should be a better drag and drop feature. I wish I could just highlight names and put them in a preferred group.
What problems is the product solving and how is that benefiting you?
I can track agents breaks, lunches, average handle times. I love that I can click a name and see the pie chart pop up with call times and the full day's work. I know if an agent is avoiding calls or manipulating the system at a quick glance.
NICE inContact is very user friendly
What do you like best about the product?
I like how easy it is to learn the features that it has to offer.
What do you dislike about the product?
There are some occasional bugs like the phone ringing double or some calls being dropped on its own
What problems is the product solving and how is that benefiting you?
It's very efficient to let you see who you're being contacted by and who you want to contact.
Recommendations to others considering the product:
The program is very straightforward, all the tools are in front of you. The only thing I'd tinker with would be the notifications to all be turned on.
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