NICE CXone Mpower
NICEExternal reviews
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Very user friendly product for everyone
What do you like best about the product?
I love being able to have direct access to contact list instead of having to search a third party source for an extension. Its also great being able to see a live update on work production time to ensure I am meeting company standards. It is also great to have functionality to schedule a future meeting and then also be reminded of that meeting, or schedule a meeting for a different department even and have them be notified at a specific time! NICE inContact makes internal communications a breeze while helping 50-60 different service professionals each day. The color and ringtone customizations are also a very nice touch to add some individuality to this product!
What do you dislike about the product?
I don't personally like the notification of an inactive agent leg. That notification was confusing at first because our agents did not know if we were using the system correctly when it would state Agent Leg - Inactive. Its an unnecessary notification to be previewed. Id also like to be able to see the Queue while on a call. This would help to be able to decide if I need to extend my after call work or am ready to immediately jump back in. Another feature that i do not like is each time I receive a call, my Max window enlarges causing the other windows that i have open to then readjust.
What problems is the product solving and how is that benefiting you?
Nice is helping to cut down transition times between transfers and data entry of personal prod throughout the week. NICE inContact also gives easy access to admin functions for breaks and other required meetings that an agent such as myself may have to move into quite often throughout the day. Another unique feature is that each agent is able to see what is going on within the team. This shows live prod that mainly helps our Supervisors as we are working from home but its also nice for the agents to be able to recognize if a co worker is doing.
Recommendations to others considering the product:
I would highly advise to begin using NICE inContact as soon as possible instead of their current system. Working from home is much easier with NICE.
My experience as a call center agent using Nice inContact
What do you like best about the product?
I like the fact that I am able to get live updates of the number of calls on a cue at any given point in time.
What do you dislike about the product?
The ringtone for when there is an incoming call. Very early 2000s
What problems is the product solving and how is that benefiting you?
I am able to conduct quality calls by also being able to see the phone number quickly in order to perform a fast contact search for the customers details. Reducing the time it takes to help the customer.
Recommendations to others considering the product:
This is a quality piece of software. Easy to use and has real time updates.
Great - when it works
What do you like best about the product?
It's easy to make and track calls. I also like how it keeps the numbers I've called handy.
What do you dislike about the product?
It logs off pretty often, and I don't always notice, meaning I have to log back in when I want to make a call.
What problems is the product solving and how is that benefiting you?
Problem: logging off randomly, even when I haven't lost internet. Benefit: I can track my time useage - i.e. break, lunch, meeting, training, etc. Problem is it only allows 1 hour lunch or 1 hour training, and there are times I'm having lunch with a client (work-related) and it logs me off, therefore my time is not tracked accurately.
NICE is easy to use, quick, and efficient.
What do you like best about the product?
The schedule tool, and the evaluations page. The tabs are clear easy to use and well organized. It helps me to know what I need to do and when I need to do it. We use NICE every day, and there are never any technical issues or problems. The app is awesome, and I highly recommend it to other companies. It's also very easy to see who will be out of the office on a specified day and to request time off or shift trades.
What do you dislike about the product?
I wish it was easier to sort the files in my evaluation page. They won't sort by date currently. It makes it hard to figure out which evaluations are recent since they aren't organized by date. That is the only issue I have within my role. All other aspects of the app are great.
What problems is the product solving and how is that benefiting you?
The problem of understanding our daily schedules has been solved with nice. It shows all breaks meetings, and it can be adjusted to reflect any differences in the schedule. For instance if I was on a call and didn't go on break at the proper time our supervisors can adjust the schedule to reflect that. Or if a meeting ran over that can be changed so your working rate isn't affected . The system is easy to use, and I often don't have any issues.
Recommendations to others considering the product:
It's great! we just ask that the filters for evaluations can be sorted by date.
Great training
What do you like best about the product?
ii like how you can easily put yourself in a hold position and it does nnnnot give you a count down before next call.
What do you dislike about the product?
nothing really about this is dislikable.
What problems is the product solving and how is that benefiting you?
i am solving problems of needing to take frequent bathroom breaks. i can easily do that with the multiple status.
This does not stop even with the Covid 19.
What do you like best about the product?
The fact the I could send my crew to work from home. And the system adjust to the new device.
What do you dislike about the product?
We have a couple of times when the system won't allow us to do call back to the guest do to a update need it.
The report are a bit difficult and tricky. Before you get comfortable to use them.
The way the class are set up for the system, for a person the if the first time using the system is a bit difficult.
The report are a bit difficult and tricky. Before you get comfortable to use them.
The way the class are set up for the system, for a person the if the first time using the system is a bit difficult.
What problems is the product solving and how is that benefiting you?
Help to create meeting with my team without them coming to the hotel. Create more safety for them.
My experience with NICE has been a smooth and easy to use.
What do you like best about the product?
What I like best is ease of use, the ability to save the password.
What do you dislike about the product?
What I dislike is the connections issues.
What problems is the product solving and how is that benefiting you?
The problem I am solving with NICE, is the ability to take calls quickly and efficiently.
Gets the Job Done
What do you like best about the product?
I like that my company can integrate various tools within MAX.
What do you dislike about the product?
We occasionally have call drops, or refused calls.
What problems is the product solving and how is that benefiting you?
As mentioned above, with integrating tools, I do not need to open multiple aplications.
NICE Experience
What do you like best about the product?
The way that it's easy to find what you need in the reports
What do you dislike about the product?
How the pre-built reports are not as customizable as I would have liked
What problems is the product solving and how is that benefiting you?
We now have the ability to quickly have measurement for a lot of activities of the resources. More that we are able to measure these activities, the more that we are able to manage the hours put in.
Time Management Tracker
What do you like best about the product?
This system/application assists in how to better handle your time in a manly way and communicate with our partners globally without any connection issues. It also keeps track of adherence.
What do you dislike about the product?
Sometimes the system crashes while logged in for a long time. If the tab gets minimized for a longer period of time it automatically logs you out and you will have to log in to continue with your session.
What problems is the product solving and how is that benefiting you?
Communicating with Global partners and time management to the staff. This is one of the beneficial tools I use at work for both time management as well as communicating with partners all over the world within a small amount of time.
Recommendations to others considering the product:
It is very user-friendly. Easy to understand. A very efficient tool to communicate makes communication and also helps in managing time at work.
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