NICE CXone Mpower
NICEExternal reviews
1,714 reviews
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Easy to use, better than a landline
What do you like best about the product?
I like using my computer rather than a cell phone or landline. I need to make calls and put the data into my computer so it's easy to have everything in one screen
What do you dislike about the product?
Sometimes when I'm in another tab and a call comes in, it doesn't ring or let me know someone's calling it. The call gets dropped and I don't realize until I go back and check on the tab.
What problems is the product solving and how is that benefiting you?
I can call patients without using my personal phone or going in to work in person.
Recommendations to others considering the product:
It has been much easier than using a phone or dialer app. NICE in Contact has good quality of sound and it's easy to use.
Its ok
What do you like best about the product?
Logging into it is very easy and not hard at all.
What do you dislike about the product?
Sometimes it freezes, have to restart it multiple times
What problems is the product solving and how is that benefiting you?
nothing really , in contact doesn't really do much
Recommendations to others considering the product:
Very easy to use
One of the most reliable telephony solutions out there.
What do you like best about the product?
inContact has always been very reliable as far as uptime and functionality. The breadth of the additional offerings within the NICE family of products has also improved over the years. Strong integration suite as well. The ops dashboards are also critical to ensuring we have full visibility and coverage throughout our operation during the day. The ability to monitor calls is very straightforward and helps significantly with quality assurance and training. Being able to integrate the softphone and leverage the phone agent directly from a browser is definitely a big win, too.
What do you dislike about the product?
The data download features could stand to be a little more intuitive. However, it still provides such a broad set of data points that it's worth having it be so extensive. Would be nice to make it easier to configure automated reports that can send out to stakeholders without having to manually plug and chug data though. It would also help to be able to more effectively track the full journey of a call as it is transferred between skills so we can identify opportunities to gain efficiency there, too.
What problems is the product solving and how is that benefiting you?
Inbound contact center technology. Also helps us track root cause issues for customers and ensure efficient call routing. We're also using it in conjunction with other products to measure quality for customer interactions and provide our team with coaching and feedback.
Recommendations to others considering the product:
Great solution for core contact center requirements. Keep an open mind about the rest of their feature set and how it could tie into your operation as a whole. Make sure you have your methodology mapped out for tracking the lifecycle of a call as part of your customer journey mapping so you can build that into the design.
No quite there yet.
What do you like best about the product?
The installation of Incontact is fairly simple.
What do you dislike about the product?
When your password expires it is not possible to get a warning message beforehand, you will notice this when you are unable to login. This is not very useful when you need to stay online on the weekend for stand-by shifts and your password has expired during the weekend.
What problems is the product solving and how is that benefiting you?
Integration with Salesforce works nice, you see who is calling and also for which case.
Recommendations to others considering the product:
No notification for an expired password is not very helpful.
it is great platform for IVR/ACD and contact center
What do you like best about the product?
handling the inbound calls with right skill/campaign and team. Great user experience. Very simple to use for call handling with all functionalities
What do you dislike about the product?
transition between the UI pages is little slow and not much interactive. output ring tone is not available for agent who is not 100% contact center profile user.
What problems is the product solving and how is that benefiting you?
customer issues are solved through Agents from all business groups what we have. Benefits in terms of increasing the customer satisfaction in terms of support of Honeywell products/services
Experience a new world of Contact Center with Incontact
What do you like best about the product?
Cloud Based software solution that enhances customer experience. Managing the entire contact center with ease. Easy to integrate with different CRM application like salesforce.
We are also experiencing seamless integration of Incontact with Survey Tools like ECHO and Satmetrix. Satmetrix helps the business to track all the surveys in one frame which in other way improves customer experience. The other key integration we have is Incontact with Work force (WFM). WFM extracts all the necessary information from Incontact to publish the exact schedules and forecast for the agents.
We are also experiencing seamless integration of Incontact with Survey Tools like ECHO and Satmetrix. Satmetrix helps the business to track all the surveys in one frame which in other way improves customer experience. The other key integration we have is Incontact with Work force (WFM). WFM extracts all the necessary information from Incontact to publish the exact schedules and forecast for the agents.
What do you dislike about the product?
The updates on entire application should be more frequent may be a monthly update rather than a quarterly update. The quarterly update details are not descriptive enough on the help portal. From business prospective we need detailed steps for each enhancements.
The options related to Single sign on should be improved for Incontact.
Communication is one of the key aspects where i want to see an improvement. Whenever there is planned event from Incontact, we are clueless about it and that result in Impact of the functionality of the application.
Support option on end to end ownership. Incontact Support team should have the ownership of reported incidents.
The options related to Single sign on should be improved for Incontact.
Communication is one of the key aspects where i want to see an improvement. Whenever there is planned event from Incontact, we are clueless about it and that result in Impact of the functionality of the application.
Support option on end to end ownership. Incontact Support team should have the ownership of reported incidents.
What problems is the product solving and how is that benefiting you?
Responsible for managing the contact Center in Honeywell. We address all the types of issues raised by Business while using Incontact. We also offer them to use applications like Salesforce agent where the agents do not require to switch between multiple application. Studio in Incontact helps us to improve and update the call flows seamlessly. We also offer our business on using QC (Quality Central) integrated with Incontact, to review the call recordings and evaluate them.
Recommendations to others considering the product:
One of the best cloud based solutions available in Market.
Functional, efficient interface for handling various call volumes in my day-to-day affairs.
What do you like best about the product?
I like InContact's ease of use, as well as the instant access to performance reports and reporting issues. It's easy to set dispositions to indicate when I'm available and to notify my colleagues in real time if I am working, in a meeting, et cetera. I like the shortcut call history feature that allows me to immediately call back the previous person as well as the conferencing feature when I need to bring additional people on the call. I can also mask calls for taking in confidential information like credit card numbers or other sensitive information, as it gets passed along to quality control for review.
What do you dislike about the product?
Inability to make international calls is one downside; as our company grows its reach to a global audience, this may pose limitations as currently the system only recognizes and accepts U.S. numbers. This may not necessarily be attributed to functionality but rather licensing. It would be nice if it had log off automatically when window collapses or some other function in case I forget to log out. Also, as agents we don't get assigned direct phone lines, which requires the reliance of regional call queues which causes my teammates to overlap in taking calls for each other for patients outside of our region.
What problems is the product solving and how is that benefiting you?
I have used similar systems at previous jobs. For example, Ring DNA. As far as benefits go, we recently started implementing call tags in order to better categorize our calls and for management to see what particular types of call we receive and what we can do to better distribute the workload.
Great Experience
What do you like best about the product?
I love the functionality and how we are able to monitor our agents and view what they are seeing as they take calls. This was very important to use to provide the very service to our customers.
What do you dislike about the product?
I don't dislike anything at this time. This has been a great addition to our team.
What problems is the product solving and how is that benefiting you?
We are able to provide better feedback to our agents and improve our quality. We are able to monitor our phone lines closely and provide back ups as needed. The skilling feature is so easy to use.
Excellent product!!
What do you like best about the product?
It's so easy to use, we never have any issues. It is also very reliable. It greatly helps our operations on the floor. We have been using incontact for years and I have seen development on both sides with using the platform. Being able to go in and see every action the agents take is extremely helpful and to be able to see what they are doing. The GUI is very appealing and doesn't cause any strain on the eyes whatsoever. It would be nice if Incontact had a dark mode built in though, I usually use dark reader and still looks very good with that running in the background. I like how easy it is to chat with a support agent if we ever need one for any kind of issues that we may be having, you just log in and start chatting, just like amazon.
What do you dislike about the product?
It has some interoperability issues, but overall is good software to use. Agents sometimes have issues with audio, but that is rare. I wish when I called in to support for like the tenth time they would recognize who I am instead of having to tell them I'm authorized on the account every time. I actually am authorized on the account, but every time I call it takes too much time to hash that out and explain everything. I wish that I could listen to calls while in the available state, even though you may get another call, I would still like the ability to do that.
What problems is the product solving and how is that benefiting you?
It has been a game changer for our company. We are able to track and pull data and have great communication across our company. I don't think there is any chance we would switch away from incontact, but omni channel has caused some issues. It seems that there are some key differences between single channel and multi channel. It would be good if you could go in and change the state of the agent instead of having to wait for them to do this. That would make operations a lot smoother.
Everything is at the tip of your fingers!
What do you like best about the product?
Nice is user friendly. Simplicity is key.
What do you dislike about the product?
Because it is internet based, there are random times it disconnects, it is a simple fix, but sometimes annoying.
What problems is the product solving and how is that benefiting you?
I am able to see if my team is logged in which is super helpful. I can put a meeting on hold, or wait for breaks when i know if there is someone to cover my absence. In customer service, someone has to always be available for the customer.
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