NICE CXone Mpower
NICEExternal reviews
1,720 reviews
from
and
External reviews are not included in the AWS star rating for the product.
When it works, it works great! When it doesn't it's super frustrating to work with.
What do you like best about the product?
I like the smoothness of the app using Safari on my MacBook Pro locally when it doesn't drop audio on incoming calls. It opens and log in quickly, as I would expect an application would running locally on a Macbook Pro.
What do you dislike about the product?
It drops audio on incoming calls no matter the setting, browser or configuration that I've been able to attempt. The sluggishness of using the recommended browser, Chrome, in Windows VMware VM was the worst of all the experiences I've yet attempted on a MacBook Pro. The time it took to open and login was close to a minute and the overall responsiveness leaves lots to be desired. Edge has been best overall in Windows 10 on the VM, but since all of the existing configurations I could think of drop incoming audio, roughly 1 out of 20 calls, I simply cannot recommend this product in a corporate environment. For limited use in personal or small business environment this software might work great for you buy, in my experience, as the call volume stacks up so do the problems with using it. Customers won't understand or be empathetic with agents when it feels like to them that they were ignored and hung up on, when the agent wants to help and offers assistance but the two parties simply cannot reach one another.
What problems is the product solving and how is that benefiting you?
Service desk is using it to manage call routing and to view real-time data relevant to the department. The data presented in the app is not updated in real-time but it does update roughly every three seconds. The big killer is the dropped audio on calls. When you can confirm that the issue lies with the software and not with hardware after multiple different configurations and the recommended one is the worst of all, it would shake anyone's confidence in a company to deliver what it says it does.
Incontact KL Review
What do you like best about the product?
incontact helps my company effectively and efficiently take, direct, route, and delegate calls from participants in retirement plans. it allows for us to deal with high call volume in a controlled organized, manageable fashion. if incontact was not being used, the organization of our department would be pretty severely affected, which would negatively impact productivity and overall customer experience, which can be damaging to the company's reputation
What do you dislike about the product?
the system can shut down sometimes, leaving me as a bit of a standstill if i am on the phone with a client, and the app sometimes has trouble opening up when i do have to close it, which can be a problem when we are dealing with a really high number of callers in our queue, which can cause long hold times and delays for participants
What problems is the product solving and how is that benefiting you?
When our call center is really busy, the system helps to manage all the callers in a queue. also the system can direct calls to the correct department to avoid backlog and delays, which is very useful when working in a call center with a large number of callers
Ease of Use
What do you like best about the product?
Easy to update profiles and call settings
What do you dislike about the product?
I would like an easier way to pull data from reports.
What problems is the product solving and how is that benefiting you?
Call data with dispositions.
Decent Software, does what it is supposed to, no frills
What do you like best about the product?
Ease of use, integrates well with other software
What do you dislike about the product?
Interface is a little clunky, not very modern looking, can sometimes have technical issues Calls can be garbled sometimes, not sure if this is due to software or just internet connections
What problems is the product solving and how is that benefiting you?
easy to collaborate with others and nice to be able to see all other agents statuses
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
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
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.
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.
Never go back to the office
What do you like best about the product?
Easy to install and use, simple features
What do you dislike about the product?
crashes all the time, refuses calls, you have to just restart you computer
What problems is the product solving and how is that benefiting you?
My daily problem is talking with people who just do not understand we do not control the mail, logistics, earth elements. NIce allows us to note these details in their customer cair while they are on mute
Many issues, but often works well
What do you like best about the product?
Relatively easy to use and to change status
What do you dislike about the product?
InContact crashes a lot on my computer. Sometimes it will linger after calls and will not allow me to continue. Other times, when forwarding calls to another phone (like a cell phone) even after picking up the call, it is not connected through, and then IncContact will say the call is refused. I also don't completely understand all of its features, such as the entire WFH section. The dashboards also do not always work the best for me. I'm not sure why but I also have not had a great deal of experience in using them so it could be related. It is hard to determine which features need to be enabled by a supervisor and which are simply not working. Transferred calls do not always transfer out or come through. Other than that, I think it is a pretty great system.
What problems is the product solving and how is that benefiting you?
Helps us connect with users and guests to provide exceptional support. I love that it makes it easy to try to transfer calls through and to change status to know whether we are able to take calls or not.
showing 81 - 90