NICE CXone Mpower
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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.
The Way to Go for All Call Centers
What do you like best about the product?
I started working with InContact as a Workforce Administrator. It made monitoring agent states and exporting time stamps so easy. Now I'm the Workforce Development Coordinator and I train all of our agents. Training agents how to use their Integrated Softphone is extremely easy.
What do you dislike about the product?
There is nothing that I can think of that I dislike.
What problems is the product solving and how is that benefiting you?
In my role now, I train agents how to handle incoming calls and make outbound calls. MAX makes this very easy to do and is very easy to navigate compared to other programs I have used in past roles.
Recommendations to others considering the product:
I have used several programs in the past in different roles. Nothing has been as easy to use and user friendly as NICE InContact.
Very Detailed
What do you like best about the product?
The color coded division makes it easy to see shifts. It keeps up your recent interactions and calibrations which help when sorting is needed. The evaluations tab works great as well because it sorts them by date or score and as long as you allow pop ups, you can see and hear everything nicely.
What do you dislike about the product?
I don't like that you have to connect the headphones to be able to log in to MAX. If the headphones are not connected you cant really use this part of the website which can be a pain. Sometimes you might want to use the computers speakers and mic but you cant, it has to be the headphones. I do not like that some features are hidden but I guess that is good for supervisors. They can see every little detail from what you click. Its like everything you select in MAX gets documented. Sometimes it does not connect to the agent and you have a refusal on your record when its not your fault that the system did not connect well. Im wish there was a definition guide as to what is what like the service level in dashboard does not really explain what it is servicing
What problems is the product solving and how is that benefiting you?
No problems per se but I like the ability to see availability within the team. Sometimes there is a lag in the timing but not by much, just a few seconds. It color codes it very nicely but there is not a code guide so I do not really know what some features such in the queue counter really define.
Recommendations to others considering the product:
It is very detailed, especially max.
The platform is very friendly and organized, there is so much you can do in one place.
What do you like best about the product?
The reliability on the platform does not refresh every second or after every call it just updates itself smoothly.
What do you dislike about the product?
The disposition dropdown on the bottom of the user interface is very small and is a hassle when in a hurry or when trying to do multitasking on different calls or chats.
What problems is the product solving and how is that benefiting you?
I can easily handle several duties in one spot such as chats or calls, and its easy to keep track of my work times and schedules.
the agent leg that connects externally is always disconnecting sometimes due to the program crashing and other times due to the network service.
the agent leg that connects externally is always disconnecting sometimes due to the program crashing and other times due to the network service.
Recommendations to others considering the product:
Easy to use and also very user friendly, reliable.
very simple program
What do you like best about the product?
the accurate time and clear quality it provides
What do you dislike about the product?
constant relog in What is least helpful about NICE inContact? What are the downsides of using NICE inContact?
What problems is the product solving and how is that benefiting you?
student services.
Recommendations to others considering the product:
Great program for busy company,
It has been a hassle logging in but I can sure say it has become more safer.
What do you like best about the product?
After logging in, it is really easy to use!
What do you dislike about the product?
When loging in you have to write the code before it changes quick
What problems is the product solving and how is that benefiting you?
I havent had any issue yet and benefit of it is that it's more secure
Recommendations to others considering the product:
You will need the device where you keep the veirifcation code to log in
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.
Efficient Access to an all-encompassing overview of call-center productivity.
What do you like best about the product?
The ability to cater dashboard reports with agent skills is the most helpful for my position
What do you dislike about the product?
Some of the Dashboard features reset (i.e. window sizing) when you logout.
What problems is the product solving and how is that benefiting you?
I like the level of customization available. Many different profiles for phone agents, and the ability to tune everything in to exactly what each agent does has been really great.
support specialist
What do you like best about the product?
the quality of the calls, the fact that i can contact my peers
What do you dislike about the product?
i dont like that i have to keep pressing connect while im waiting for a call
What problems is the product solving and how is that benefiting you?
i am helping ppl speak with the correct person to solve their needs
VERY SIMPLE AND HELPFUL
What do you like best about the product?
It is very simple, quick, easy to work with, and efficient. Working with NICE for less than a year I havent had a problem and if the problem happened was because of the internet connection only not because of NICE per say.
What do you dislike about the product?
I don't think there something I dislike. The system is very helpful and there is nothing that needs to improve.
What problems is the product solving and how is that benefiting you?
Scheduling, switching scheduling, vacation planning. I can access from every where and I dont need much of assistance.
Recommendations to others considering the product:
I do not have any recommendations
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