NICE CXone Mpower
NICEExternal reviews
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The next level of communication and tracking for an agent.
What do you like best about the product?
The auxiliaries and simplicity in doing the things that will get me through the work are magnificent and just the fact that I can see the calls on queue can get me either motivated or will let me know to mentally prepare for what is to come. The fact that I can also track the number of calls in a 30 day time is also very helpful to know how much I've been doing in the past. It also saves a lot of time by knowing the time that I spent in the auxiliaries to see what I need to regulate more and what I need to regulate less. Knowing the skills that I've been assigned reminds me of the kind of calls that I should be taking.
What do you dislike about the product?
That it goes in hand with my punching and when it crashes it mistakenly makes another punch and ends up in a mess when it has multiple crashes. And the fact that we don't have any information displayed at the beginning of a call.
What problems is the product solving and how is that benefiting you?
The software has been helping me solve call handling and tracking the course of my worktime. I've realized most if not all of my metrics that have to do with my handling of calls and handling of work time.
Recommendations to others considering the product:
That they explore all the options available in the software as it is very helpful once you get to know them and use them correctly. Try every tool at least once so you know how they work and how they are to be used in certain cases or situations
elevated performance
What do you like best about the product?
The app has a clear graphical user interface and helpful metrics.
What do you dislike about the product?
I would prefer to have an app available to locally install on a PC or MAC and ideally also for mobile devices.
What problems is the product solving and how is that benefiting you?
We solved an issue of stability and reliability. So far these are the biggest benefits.
NICE inContact
What do you like best about the product?
What do i like the best in NICE inContact is when we are evaluating calls in NICE. As a Quality Analyst, NICE really help us with our daily task when listening calls. Before nice don't have option to listen the calls unless we download it or dial the calls using 8x8. Now there was an update in NICE where in we can listen the calls directly. It is easy to use, Well done. We can view calls, contact history, agents can also send reports if they are having issue's with NICE InContact when they are taking calls. Overall the application was useful for us. ACD recording works well unlike before just over the phone line. and we can see if the call was outbound.
What do you dislike about the product?
What do i dislike the in NICE is when we are viewing contact history. the box is too small for us to view unless we scroll left to right. but overall NICE inContact feature today is much better unlike before. Other thing is when we are listening calls and opening a tab for a specific call, before we are having issue with on how we can listen to the calls unless we download it. but now NICE has ACD recording. No other issue with nice so far. works fine.
What problems is the product solving and how is that benefiting you?
As a Quality Associate we are listening calls for an agents. It benefits us, and NICE works fine in our organization. NICE was the tool that we are using for our daily basis. Solving our problems when listening to the calls for our engineers. it helps us on monitoring their calls. it help us a lot. I am using NICE 5 times a week when doing my work,
Recommendations to others considering the product:
I recommend NICE when it comes to listening calls. it helps us a lot on our daily job. NICE incontact was daily used in our organization when it comes to Quality perspective. This give us a lot of knowledge and this app works fine. NICE InContact has all of the feature when it comes to taking calls doing outbound and listening calls. It was being used to our organization even if side of the BPO. Since we are part of the ITO team this helps our team. We all know that we are all working from home due to pandemic and this was recommended by our company to use. no other application was used by our organization except NICE inCOntact.
Great with a side of tech issues
What do you like best about the product?
I would have to say that the NICE program does have very Easy to use log in features. and it is Great all around for call center operations. WE use this system to auto dial, we also use it to monitor our calls quality analytics. I also like that it has an easy to use search bar to better locate agents that are in need of monitoring or help during a call. in other words we dont have to scroll through the hundreds of agents in que.
What do you dislike about the product?
I would have to say that i dislike the tech issues that come with the program. What also is a negative, is that if there is multiple supervisors listening into one call, it automatically will unmute every supervisors headset which makes all of the other upper level employees able to hear everything. Not knowing that their mics have been unmuted, we never can find where the unwonted back noise is coming from, which interrupts the calls we are trying to monitor. There is an echo sometimes as well which makes it hard to hear both sides of the conversations.
What problems is the product solving and how is that benefiting you?
NICE is great for business communication. Its benefits are the easy listening. The easy to search option and the multiple options to either monitor, coach, or barge into calls, there is also an option to take over the call. When using this take over option it kicks the initial call holder off the call and will make you the new call holder.
Recommendations to others considering the product:
Make sure your internet connection is very high speed. Also make sure to use a headset for calls and not the computer microphone.
i am very very pleased with this product.
What do you like best about the product?
it is very straightforward and easy to use. there are many useful tips that are easily and readily available on their help pages. you can chat with technicians for assistance if you cannot find the answer you are looking for. the website is very intuitive and manageable. The layout and buttons are very well designed. The amount of skills and agents and different variations you can make in all of these categories is very extensive and well thought out. the entire website is very workable and allows for a lot of user input and customization.
What do you dislike about the product?
What I dislike about incontact is that some of the reporting options could be improved to filter out more options. The list upload option could be improved, it always asks if you are sure when uploading a new list and that is very tedious after a while. on the hours of operations there should be a preview of what the hours actually are before you have to click on it to see them. this would help speed up the process of checking these for multiple different skills. there needs to be a way to group the skills together by the campaign name as this would reduce the amount of skills that pull up at once and would make it easier to find the ones you need. if the amount of items to be viewed on a page could be increased from fifty or one hundred to allow all that would help improve looking through the lists of items and make it more manageable.
What problems is the product solving and how is that benefiting you?
The management of calling out for collections and retention benefits. this website makes all of this much easier and more manageable. the ability to upload lists and have them automated with integration into our internal database is very efficient and well put together.
Recommendations to others considering the product:
NICE CXone is an excellent application for users looking for software to implement autodialer, telecom services, or speech analytics. There are many report options available and the ability to do custom reports. Somebody can implement holidays and schedules within the system.
Work From Home Made Easy
What do you like best about the product?
This system has allowed for a smooth transition to the work from home environment.
What do you dislike about the product?
I really see no downsides at this point. The system has allowed us to retain our jobs as we can no longer work in our corporate office due to the pandemic so I'm grateful for Nice inContact!
What problems is the product solving and how is that benefiting you?
We use Nice InContact to receive calls, Chats , And emails from our clients. This allows us the ability to solve their issues in a timely manner
Recommendations to others considering the product:
N/A
The experience is good overall with minor fixes like sometimes I cannot hear.
What do you like best about the product?
I really like the functionality how you can transfer easily and see who is logged in on your team. Sometimes, I cannot hear the other person on the other end and also sometimes my phone rings twice but overall, it is really good.
I also like how your productivity and how many calls are in the queue which is helpful for the team.
Overall, everything is great.
I also like how your productivity and how many calls are in the queue which is helpful for the team.
Overall, everything is great.
What do you dislike about the product?
I do not like how sometimes you can hear the person at the other end. Sometimes my phone also rings twice which is a bit annoying but overall I would recommend the service to someone.
Also, I do not like how sometimes the transfer button does not work sometimes as it is a bit finnicky and you have to hit the transfer.
Also, I do not like how sometimes the transfer button does not work sometimes as it is a bit finnicky and you have to hit the transfer.
What problems is the product solving and how is that benefiting you?
Cannot hear the other person at the other end someimes. benefits are you can see how long you are avail etc.
Some problems are that when you try to type in a phone number it sometimes does not let you call that person and it crashes so you have to sign back in and restart your computer. Overall again I think it is a great service and I think there are very minor things to help out on.
Some benefits are also the fact that it is very easy to use and seamless. It is easy with functionality and overall it was way better than what we were using before.
I think there are only some minor fixes but I think that they should not take too long to fix. I think it would be helpful to see who is a current client or who we have talked to before and an easier way to see our voicemails. I think if these things get fixed, it would be great.
Some problems are that when you try to type in a phone number it sometimes does not let you call that person and it crashes so you have to sign back in and restart your computer. Overall again I think it is a great service and I think there are very minor things to help out on.
Some benefits are also the fact that it is very easy to use and seamless. It is easy with functionality and overall it was way better than what we were using before.
I think there are only some minor fixes but I think that they should not take too long to fix. I think it would be helpful to see who is a current client or who we have talked to before and an easier way to see our voicemails. I think if these things get fixed, it would be great.
The program is very user friendly. I rarely run into issues that i cant resolve myself.
What do you like best about the product?
I like the features and how readily available my stats are.
What do you dislike about the product?
I cant really think of anything i dislike.
What problems is the product solving and how is that benefiting you?
The benefits are how it serves as WFM and how it breaks down your status and readily provides information that makes our call center thrive.
Great experience in user friendly call center application
What do you like best about the product?
It is really helpful that any of my colleagues can answer when I'm not available. If I'm not at my desk, the phone call will ring to the next available person. The reports that we are able to pull allows us to make sure that our team is working as efficiently as possible. The VIP number feature that allows a caller to ring directly to the user that their phone number is linked to is a really nice feature. It cuts down on wait times in the queue.
What do you dislike about the product?
Once a phone call is missed, the system shows your profile as refused and doesn't reset until you physically make it. It would be really helpful to have a setting that you can activate that would reset your profile as available 15 mins (or so) after your last missed call. Sometimes the ring central box gets lost behind other work applications and I don't realize that I've been on refused status for an hour or so. Having a feature that I could activate to allow the system to ring me automatically would be nice.
What problems is the product solving and how is that benefiting you?
We have several teammates that are located in different facilities across the country and when are all able to help with each others calls. We have all teammates cross trained so that they are able to help with any caller's questions even if it is not something to do with their location.
Recommendations to others considering the product:
Use the VIP caller feature and have your team's skill levels set correctly.
This application is really good for supporting your customer service needs if all our your employees are not located at the same location. Having the ability to a caller to ring to multiple locations is a simple but effective customer service quality.
This application is really good for supporting your customer service needs if all our your employees are not located at the same location. Having the ability to a caller to ring to multiple locations is a simple but effective customer service quality.
i can always count on nice to help make sure i am able to meet patient needs.
What do you like best about the product?
Nice helps me assist patients faster and easier.
What do you dislike about the product?
my wireless headset automatically goes on and off mute.
What problems is the product solving and how is that benefiting you?
less refused calls due to the wireless headset automatically answering incoming calls
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