NICE CXone Mpower
NICEExternal reviews
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Best tools... best job that can be done
What do you like best about the product?
I like the professionalism of the software performance. It looks like it was designed and created for everyone to be able to use it. The software is very intuitive so it can easily be used at the time that we work with customers. I also like that the software is fast, it isn't slow compared to some other software that are frustrating when they take so long to load, this one is fast and that benefits the way that we work in the company. It's also really easy to find the information required, everything has a color which makes easier to find the desired information.
What do you dislike about the product?
There isn't so much that I don't like from this software. As I previously mentioned, it's been professionally created and its fabulous in many senses. If I have to says that I don't like something about it, maybe would be font type that was used. I think they might have a better font type that goes along with such a professional too.
What problems is the product solving and how is that benefiting you?
I've been able to do my job which is basically helping customer from Walmart.com. It's been so easy with this fast tool that lets me take advantage of quick replies or some other fast actions that me and my co-workers have to do during our shifts. For me that's the best benefit, that the software is fast and simply so we don't have to spend so much time in doing our jobs and fulfilling our metrics.
Recommendations to others considering the product:
I would recommend to feel relax with this software, due to every step that you need to take is really easy to identify how it works. As I previously mentioned, it is really intuitive.
Easy and Quick
What do you like best about the product?
very easy to work and to understand. anyone can use it a very great tool
What do you dislike about the product?
none everything works just fine. I had no issues using the system
What problems is the product solving and how is that benefiting you?
easy to make calls set appointments and call back easy tool to multitask
I would recommend NICE inContact!
What do you like best about the product?
I like that the program has so many available options to communicate with people internally and externally. Internally, the program allows me to transfer to people within my agency by using phone numbers and extensions. This is great because sometimes customers get sent to the wrong department and I cannot provide the information that they need. Externally, I have the ability to use a contact listing and connect customers either by three way conference and a warm transfer to other agencies that partner with mine.
What do you dislike about the product?
Sometimes having all the options slows the ability to train new customer service agents. When explaining to new people about all of the capabilities it becomes lost in translation because they are unable to visualize the possibilities to use some of the options. This means we must constantly update people on new ways to use the options and how it can make their job easier.
What problems is the product solving and how is that benefiting you?
The problems that we have solved are all related to communications and providing a means to systematically document times, dates, and record conversations. This is perfect for a call center because most of us work in an environment that has a lot of regulations that we must follow. The benefits are numerous because of the fore mentioned reasons and the fact that we can use the recording to listen, monitor, and develop training opportunities.
Recommendations to others considering the product:
When using Nice inContact, be prepared to build a robust training program to address all of the issues associated with learning such a complex system. In reality, it takes a couple of months to build a solid knowledge base for the program so the user can accurately handle stakeholder needs. A training program that involves several screenshots and examples should help new people grasp some of the principles needed to learn the system. Training could also use video to incorporate live information so that people can see how to actually use the product. I recommend that new users also be given an ability to use the product in a training environment. My advice to new clients is to have people use the program on a smaller scale before it is introduced to the entire organization. There are some areas for improvement such as the timing out of users from the system. When users are in the system it will automatically log you out of the "leg" which disconnects you from the system and leaves the user with less capabilities. I wish the "leg" would just stay logged into the system because the display is a smaller webpage that you have to keep open and constantly monitor. If you do not monitor the "leg" the user will not be able to accept incoming calls which may appear to others who monitor the system as the user not paying attention or not being available. If the webpage would open as large as other web pages, it would be easier to monitor so that you do not get logged out of the leg and lose access to the calling system.
Nice in Contact review
What do you like best about the product?
The fact that is is easy to use and navigate
What do you dislike about the product?
Sometimes it freezes and it wont let me pick up my phone calls
What problems is the product solving and how is that benefiting you?
I can easily access all contacts and talk to everyone I need to talk to with ease and without a struggle because it is a very simple application to use.
Recommendations to others considering the product:
Not much very easy to use and operate
Nice incontact is great
What do you like best about the product?
It is easy for me to take calls and to manage my time
What do you dislike about the product?
Been honest I tried different programs and this is the most updated and easy to work with
What problems is the product solving and how is that benefiting you?
Before I had many issue with transfers and to know my daily times but with this new system I can realize where to improve every day
Recommendations to others considering the product:
I had tried many system all these years working in the call center industry I call tell the big difference with NICE InContact basically because I work a lot with metrics (time) and it really easy to know where exactly I have to improve if I am seeing all the information in front of me when I want to have it, that is one of the difference with these program, I recommend 100%
Best dialer I've ever worked with
What do you like best about the product?
As a customer service professional, NICE InContact is by far the best software I use every day. I love the design and everything is so accessible for anyone who needs to use it. The ability to see my stats everyday is so helpful to managing my productivity. Being able to see my team members and what they're doing makes my job easier because I can know how our team is doing throughout the day and when I need to access them, I know whether they're available. I have used many dialers in the past and NICE InContact is definitely my favorite. It's modern, simple, reliable, free from glitches, and makes me feel like a true professional!
What do you dislike about the product?
The only thing I have to say is that sometimes when I'm viewing my stats, there's a small lag. But it doesn't last for long! I am still able to load my stats for any period of time that I need, and I love being able to see my progress throughout the week.
What problems is the product solving and how is that benefiting you?
I am solving customer service issues everyday with NICE InContact. I can get my customers to the right person to help them. I can monitor my team so that I know we're all handling issues as they come. I have the benefit of knowing my calls won't be dropped and that I have enough functionality to do everything I'd need to solve the customer's issues. The main benefit is that I know I never have to worry about whether I'm reaching my customers correctly and that they won't have any technical issues when they call in.
A Necessary Tool for Teleworkers
What do you like best about the product?
The best parts about InContact is that it is user friendly and easily accessible. The features that show your hours and that allow callbacks are some of my favorite. I also love that I can go on different statuses that correspond to my agency so that I can communicate with them better. This system is a necessary part of my job and without it, things would look a lot different. The experience of using this system is seamless and makes the day go by fast without having to worry about complicated processes or technical errors.
What do you dislike about the product?
Theres not much I do not like about InContact! The only thing that I have ever had a problem with is my audio not being received by the claimants sometimes. But im not sure if that is a technical issue on my end or if it is Nice InContact. There's nothing to dislike about this system.
What problems is the product solving and how is that benefiting you?
The only problems that occur sometimes are connection issues and that sometimes when I unplug my headset from my computer that there is no audio that is heard on my claimants end. For some reason my microphone shuts off. The benefits are that I can talk to claimants and assist them smoothly with the hold option and callback feature if necessary.
Recommendations to others considering the product:
Use a headset and use the integrated soft phone. Using your phone number complicates the process a little.
Great for the flow of business.
What do you like best about the product?
The ability to view in real time how many calls need to be managed. Also when is a great time to take a break.
What do you dislike about the product?
That you can not reach out to some one through in contact.
What problems is the product solving and how is that benefiting you?
That you can tell which contacts have the most calls so that you can forcast for breaks.
Recommendations to others considering the product:
Great help to show how the business is trending.
Nice is better than Avaya.
What do you like best about the product?
I like how it shows reports easily within the base display.
What do you dislike about the product?
It likes to fail to connect calls especially for the 1st call of the day even with all settings correct.
What problems is the product solving and how is that benefiting you?
We use it for inbound and outbound calls as well as availability monitoring. Its nice to be able to personalize the dashboard to see availability at a glance and easily pull call recordings.
Recommendations to others considering the product:
Even if you have everything configured correctly, don't be surprised when it randomly starts not connecting for the 1st call of the day. It was working fine, then after about 1 year started not connecting the 1st call causing a refused contact.
Great Program for Remote working
What do you like best about the product?
Cloud system can be used with or without phone.
What do you dislike about the product?
THe least helpful is not enough available codes.
What problems is the product solving and how is that benefiting you?
Not having to be stuck to one specific desk phone.
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