NICE CXone Mpower
NICEExternal reviews
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So many issues with service
What do you like best about the product?
The Salesforce CTI is clear, easy to use, but not customizable. Reporting data is available for a year, which is much longer than with Five-9.
What do you dislike about the product?
The service aspect. We have had four major outages in the past year that have had a major effect on our business. As a support team, we rely heavily on our phone system.
What problems is the product solving and how is that benefiting you?
We have actually not solved any problems. We have had issues with service for the majority of the time we have been with inContact. We are currently evaluating other options.
Absolutely a Time Saver!
What do you like best about the product?
The fact I can easily see my calls come in and my work schedule when I need it most. I can see the agendas for the day as well as any changes on my schedule. If something gets updated same day I can usually find it in my NICE pop up before hand. IT has also helped check on my job performance of what I am missing and what I need improvement on. It really helps in the moments when I have to do a Quality Assurance Assessment with my supervisor and I can follow along in a short span of time. Another great benefit that has helped alot was the easy access to see how many calls were in que. I could see which departments had the most amount of calls and even in my own private que. It really helped during the pandemic time when everyone needed the most help. Our company was able to attend to their needs but also make sure we can get them assisted in a timely manner.
What do you dislike about the product?
Sometimes it occasionally loses signal and other unauthorized calls come in. But that tends to happen when large call volumes happen: Primarily the holiday seasons and other aspects ( Like Covid-19 when everyone worked at home and the internet was full of individuals all at once). But that could not be helped since we did not see this coming prior to the pandemic
What problems is the product solving and how is that benefiting you?
Problems again would be when the site loses signal, usually during some long calls. But it tends to come back up again. The benefits are that I can multiy task from my calls all the way up to see my progress so far for the day.
Recommendations to others considering the product:
If you are company who has a high call volume and wants more control in productivity in your business . This website will help the company and yourself tremendously.
Great Service with Easy Interface. Some Integration Issues with our Software.
What do you like best about the product?
The system and interface are easy to use. We were able to adapt the system to fit our needs. We are a third-party business and have been able to easily route and manage calls for our clients, using different phone numbers and queues for each client and allowing us to field both inbound and outbound calls for our clients. The available report and customization options are nice as well. They have allowed us to present data to our clients that we could not capture with previous vendors.
What do you dislike about the product?
We have used the system for over 2 years now and we have had issues integrating the system with our own proprietary software, something we were initially told would not be an issue but has still created some problems for us. This has affected things like linking call logs and call recordings in our system from the inContact system. We wanted these features to provide open and easy access for our clients to see the information from our calls. We have been working with inContact support to resolve these items but still have issues.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to easily provide detailed reporting of our customer service to our clients. We can easily queue and manage our client calls and get detailed information that makes call audits easier. Transitioning our employees out of the office and into a remote environment in 2020 due to COVID-19 was also easier due to the ability to have our employees log in to the inContact system remotely via their computers at home without need for installing new equipment.
Recommendations to others considering the product:
The system overall is very easy to use and offers a lot of options to customize to fit your business needs and provide detailed reporting you can use to better your business. I think it is a great system to handle customer service calling and can provide a great benefit, both for in office and remote work. The only concerns we have had from a company standpoint have been the integration with our own propriety software that has not been resolved over the last 2 years we have used the service. These issues have not hurt the performance of the system or affected our ability to use it, but they have affected some of the information we gather and the way we present that information to our clients. If you have your own company software that you are looking to integrate with inContact, really take time to see if this is something that can truly be done.
Very easy to understand
What do you like best about the product?
That it Is easy to use and has clear usage instructions
What do you dislike about the product?
That it takes more than 30% of my screen
What problems is the product solving and how is that benefiting you?
That it takes a while to take me off of hold
Recommendations to others considering the product:
It can be learned in 15 mins
INCONTACT REVIEW OMAR
What do you like best about the product?
IT IS NICE HAVING THE LOGIN INFORMATION SAVED AND READY TO GO VERY EASY
What do you dislike about the product?
THE SYSTEM DOES LAG AT TIMES, HAVING TO CLEAN THE COOKIES EVERYDAY HELPS WITH THIS BUT WOULD LIKE NOT TO HAVE TO DO THAT EVERYDAY
What problems is the product solving and how is that benefiting you?
REAL TIME DATA, MAKES IT VERY TO SEE THE VOLUME OF CALLS COMING AND HOW MUCH WORK EACH PERSON IS DOING
Recommendations to others considering the product:
WILL TAKE SOME GETTING USED TOO, BUT ONCE YOU GET THE HANG OF IT VERY GOOD PRODUCT
Great for Service Desk
What do you like best about the product?
Great for Service Desk. Easily adaptable. You can answer by browser or cell phone, making it flexible. Minimum browser memory consumption.
What do you dislike about the product?
Some lags in notifications of incoming calls.
What problems is the product solving and how is that benefiting you?
In pandemic times, to bring connectivity between customer and service, NICE inContact was essential
Recommendations to others considering the product:
Easy, flexible and connected
sometime the system is glitchy
What do you like best about the product?
easy to understand. Its pretty much self explanatory
What do you dislike about the product?
During bad weather or heavy call times the system can sometimes be glitchy
What problems is the product solving and how is that benefiting you?
when there is an issue, i can t log out and log back on, and the issue is resolved.
Recommendations to others considering the product:
its great no other issues than any other phone system, handling multiple calls
Living in InContact Land
What do you like best about the product?
When it's working, and changes don't need to be made it operates smoothly. We have not experienced any outages when it comes to the service. We have been able to expand our usage with the flows when we bring staff on board. Support is always helpful when it comes to issues when we need to open tickets.
Coming from an old Cisco Phone system meshed with a phone other phone providers it has been nice to have InContact Center tied into our RingCentral phone system. It is helpful to have a system that is tied into togethr
Coming from an old Cisco Phone system meshed with a phone other phone providers it has been nice to have InContact Center tied into our RingCentral phone system. It is helpful to have a system that is tied into togethr
What do you dislike about the product?
Sometimes it feels that we are working with an ancient system that is 10 years old. Changing scripts can be a pain because the Admin Software is very archaic. I think that if they upgraded their studio software it could be helpful if they gave Studio an upgrade and it would provide a smoother user experience.
It would be nice if RingCentral would tie both the admin of the Contact Center and their Phone lines into a single management pane of glass. Right now they have made some progress towards having a unified system but right now its still a divided line.
It would be nice if RingCentral would tie both the admin of the Contact Center and their Phone lines into a single management pane of glass. Right now they have made some progress towards having a unified system but right now its still a divided line.
What problems is the product solving and how is that benefiting you?
Employees can work from home without the need for a VPN connection. That was a huge advantage to our team especially in the year 2020. Being able to seamlessly send all our staff to work remote has been a great benefit of our team.
NICE inContact REVIEW
What do you like best about the product?
The real time updates, in terms of your conversion rate, how many calls you have taken, the way it tracks your calls throughout the day. Incontact is very user friendly as well.
What do you dislike about the product?
having to accept the prompt to dial out, you have to choose auto answer in order for the call to come through. When on an auto-dialer this is an inconvenience. There are not too many dislikes, if it was not for In Contact Nice I would not be able to work. This system allows us to work from home and still function like we are in a call center. Being hit by this pandemic has been tragic for everyone
What problems is the product solving and how is that benefiting you?
I'M ABLE TO SEE THE HISTORY OF MY CALLS AS WELL AS THE PHONE NUMBER THEY ARE CALLING FROM. SEEING THE INCOMING CALLERS TELEPHONE NUMBERS ARE ANOTHER BENEFIT, I USE THIS FEATURE TO SEARH IF THE CALLER IS IN MY EXISTING CONTACTS IN MY OTHER SYSTEM. I USE THE IVR SYSYTEM AS WELL, MY CLIENTS LISTEN TO A RECORDING THROUGH THE IVR SYSTEM SO I DO NOT HAVE TO READ IT TO THEM. I USE IT TO MAKE CONFRENCE CALLS TO DOCTOR S AND HOSPITALS. THIS ALLOWS ME TO KEEP THE CUSTOMER ON THE CALL WHILE I SEARCH FOR THE INFORMATION I NEED.
Recommendations to others considering the product:
I recommend that you click on integrated phone your phone and click on remember me so you don't have to do it each day.
The ins and out of Incontact
What do you like best about the product?
I like that you are able to see how many calls are in the Que as well as being able to have the capability of leaving an automated voice message.
What do you dislike about the product?
I don't like that it doesn't show you when you have missed a call. The only how I know that I have missed a call is if someone leaves me a voice message.
What problems is the product solving and how is that benefiting you?
Having nice helps to break down the time of moving from one call to the next
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