NICE CXone Mpower
NICEExternal reviews
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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.
useful program, could use some updates
What do you like best about the product?
That we can track call history, record conversations, and the different options for when we are on a call.
What do you dislike about the product?
It often crashes, and has glitches most days, so I hope that can be fixed because it is a great service.
What problems is the product solving and how is that benefiting you?
tracing calls from customers, and helping solve issues thoroughly.
Recommendations to others considering the product:
I would recommend to be patient when there is a glitch, or slow processing time. I try logging out and back in again and that can ususally help it to run smoothly.
Decent.
What do you like best about the product?
I like how easy it is to transfer calls and manage your time with NICE.
What do you dislike about the product?
I hate how is linked to the TAB you have open it opens itself in other tabs and it ends up in hanging up a lot on customers.
What problems is the product solving and how is that benefiting you?
Is better than our old systemm but still so many calls get disconnected.
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