NICE CXone Mpower
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How Incontact Has Made My Life Easier
What do you like best about the product?
InContact makes my daily work life faster and easier overall. It allows me to clock in, take breaks, and clock out with ease during all of the necessary times of the day that I need to. InContact is an award-winning system and deserves loads of credit.
What do you dislike about the product?
Although there is not much to dislike about InContact, MAX has randomly logged me out at some points of the day (occasionally). That could just be due to system issues with my current computer- I think that is in fact what it is.
What problems is the product solving and how is that benefiting you?
I have been able to exceed in taking calls, as that is my career currently. I have been able to solve many customer concerns with ease, daily.
A useful and indispensable tool in my work
What do you like best about the product?
NICE incontact helps to my team to be aware about everybody's work, we have a dashboard that shows what every agent is doing, if we are working on a project, we are available or answering a call, you can see who is working on what.
We also have metrics that show our performance, for example in my team we have something called SLE to measure our team call quality, my supervisor and upper management monitor this metric everyday and it's very important for our operation.
We use it everyday and it's a tool that we use in a lot of teams in my company.
We also have metrics that show our performance, for example in my team we have something called SLE to measure our team call quality, my supervisor and upper management monitor this metric everyday and it's very important for our operation.
We use it everyday and it's a tool that we use in a lot of teams in my company.
What do you dislike about the product?
I don't have complaints about it, it's an useful tool, everything works great, if I have to mention something I would say the MAX function has a little bit of lag, but it's not something serious.
What problems is the product solving and how is that benefiting you?
In our team we can make improvements or changes according to the metrics from NICE incontact.
If we are having a lot of calls to be answered from customers we can have a big picture of what agents are doing and who could help thanks to NICE incontact.
We can have reports of performance and states of all the members of our team, we can change different skills and manage them according to every person, for example, I am the only one agent that speaks French, so all the calls that we receive in French finish with me because I am the only one with the French skill.
If we are having a lot of calls to be answered from customers we can have a big picture of what agents are doing and who could help thanks to NICE incontact.
We can have reports of performance and states of all the members of our team, we can change different skills and manage them according to every person, for example, I am the only one agent that speaks French, so all the calls that we receive in French finish with me because I am the only one with the French skill.
Recommendations to others considering the product:
Give it a try, it's a powerful tool that can help you every day of your work and with a great support team.
amazing
What do you like best about the product?
effortless and wireless its the most amazing thing
What do you dislike about the product?
nothing so far everything working perfectly
What problems is the product solving and how is that benefiting you?
transferring to the right department is so smooth
Works most of the time
What do you like best about the product?
It is efficient for taking calls, and doing my day to day email tasks.
What do you dislike about the product?
Emails disappear from the queue, and the agent leg disconnects a lot.
What problems is the product solving and how is that benefiting you?
We have better ways to transfer and monitor calls.
inContact Services Review
What do you like best about the product?
inContact is fast and efficient. Serves its purpose. Easy to use
What do you dislike about the product?
I haven't had any issues. Always works properly
What problems is the product solving and how is that benefiting you?
Used to connect to clients via telephone. Connection is good and strong. Has auto redial if necessary and can track alls
Recommendations to others considering the product:
Works well , never an issue
QUICK AND EASY TO USE. EFFECTIVE AND EFFICIENT IN ASSISTING ME TO HELP MY PRODUCTION.
What do you like best about the product?
NEVER CRASHES ON ME.QUICK AND EASY TO USE. EFFECTIVE AND EFFICIENT IN ASSISTING ME TO HELP MY PRODUCTION
What do you dislike about the product?
SOME COMPNANTS DO NOT WORK IN THE SYSTEM.
What problems is the product solving and how is that benefiting you?
ability to manage my schedule, RUNS MY DIAL UP SYSTEM WELL AND MAINTAINS MY INFORMATION
NICE inContact is extremely affective
What do you like best about the product?
I like how user friendly the software is. The user interface is easy to log-on to and navigate.
What do you dislike about the product?
There is nothing I wholeheartedly dislike about the program.
What problems is the product solving and how is that benefiting you?
With NICE inContact, I am able to help out customers throughout California. As a customer civil service agent, it is very important that my agency has reliable virtual communications especially during these difficult times of COVID-19. My job is essential and many Californian's rely on my department for their driving privilege & vehicle registration needs.
NICE isn't just nice, it's amazing!
What do you like best about the product?
I like the ease it has of self logging in for you each time you login to your computer. I work at 6 AM and the simplest of steps to save time in the mornings is greatly appreciated.
What do you dislike about the product?
I haven't come across anything yet with NICE that I don't like
What problems is the product solving and how is that benefiting you?
I take customer service calls and being able to use NICE makes it so I can work from home. It syncs up to your software with ease of automatically pulling up accounts
Clean, easy to use application, recommended!
What do you like best about the product?
The presentation as well as the details and information regarding calls, evaluations, queue hold time, and agents available/busy. The work put into being able to see and manage the queue is very well done as well as the option for themes (I prefer the dark) is very visually pleasing. It's a great application/extension and the calls are clear, the reporting/documenting portion is also well done. I really like the Agent Reports and seeing individual goals being met vs. the team and the percentage that you help the team I think is important for reporting of course, but also for understanding team mentality and you are contributing.
What do you dislike about the product?
The connecting leg part is almost always inactive, so little things that aren't important I would remove. Sometimes the connections will say it was lost, but not provide a button to say to restart, just to talk to your admin, so perhaps a failsafe that makes the user re-open Max.
What problems is the product solving and how is that benefiting you?
There's lots of real time information that they give you which is really nice, seeing who's working and what disposition the agent is on. I love being able to see my personal stats and how much I was available vs. lunch/personal. It's a great way to see how you spend your day. It's also nice to see the evaluations come in and be able to pull up messages or launch right into the WEM to review and read. Being able to customize the dates and see the calls you took and what you made is a cool feature.
Recommendations to others considering the product:
Use it, it's easy, great support and easy to use. Visually professional and helpful, can work for 1 agent or 100. The backend information and reporting is much more than other applications and software. Be prepared to have a lot of information able to be given at once and for anyone to be able to see-stats, queue, available agents, etc.
Easy to use
What do you like best about the product?
The simple and straightforward design makes it easier than our previous system. Also less dropped calls.
What do you dislike about the product?
That the phone does not have an option to answer, instead it automatically answers which is sometimes very inconvenient. Sometimes I will randomly get kicked out of agent leg.
What problems is the product solving and how is that benefiting you?
No dropped calls and fewer static calls so I don't have to explain to each caller that we are having system issues.
Recommendations to others considering the product:
It is an easy to use program and you can catch on quickly to the interface.
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