NICE CXone Mpower
NICEExternal reviews
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easy to work
What do you like best about the product?
checking hours and signing up for extra hours is a breeze
What do you dislike about the product?
nothing, everything is so simple, and it is very easy to navigate.
What problems is the product solving and how is that benefiting you?
I just signed up for it today, so im not yet familiar with it
Most innovative and most reliable system!
What do you like best about the product?
I like how user friendly the system is! It's simplistic yet advanced enough to track how busy we are individually and collectively! I also like how it groups our entire call center. Not only does our manager see our status but we can look to see if other agents are in a call or if they are in a meeting. It really helps all of stay on one accord.
What do you dislike about the product?
Not to many things i dislike about the system. Its reliable and user friendly! I don't see any thing in particular that I dislike about the system just some recommendations that I have for more of the back end and quotas purposes.
What problems is the product solving and how is that benefiting you?
We are able to help a lot more customers with NICE inContact. We are saving time and increasing productivity, which the bosses love! Another time save about the system is that training new comers is so efficient and easy!
Recommendations to others considering the product:
I would recommend that our call history would be viewable for the entire session. instead of just two or three of the last calls. I would also like to be able to see what call is holding in what specific queue outside of the queues that re accessible to me. When a call is holding it is sometimes not shown where it is holding because a certain agent does not have access to the at specific queue.
Quality customer service in a touch of a button.
What do you like best about the product?
Easy to use. Very easy to navigate. Reports can be run easily for management.
What do you dislike about the product?
From time to time, services will get disrupted due to a bad connection.
What problems is the product solving and how is that benefiting you?
Management of customer phone calls. You can even assign and isolate Spanish calls from the rest.
Recommendations to others considering the product:
If you're looking for a quality software and services for your customer service needs, I would be recommending the NICE InContact. It's user friendly and very easy to use and manage.
Reliable and efficient system that makes my tasks easier
What do you like best about the product?
I will say that the best thing about InContact is how user friendly it is. I never have an issue with Training employees on it and when I need to refresh myself up on something, the help/support/InContactU is always there to help.
What do you dislike about the product?
Reporting is not always easy to decipher inside InContact. Where to find it and what report takes a good amount of time to learn.
What problems is the product solving and how is that benefiting you?
Being that it is easy to train, that is the best part of InContact. We are a company that fluctuates with the number of agents on due to the nature of our business. So when I need to train a large handful of agents, it is great that they pick up easily.
Recommendations to others considering the product:
Make sure you give yourself enough lead time to get up and running. Couple weeks
Non-Techie meets NICE in Contact
What do you like best about the product?
It is reliable. After a learning curve, it works. And any problems with it seem to have been user-error, not systemic problems.
What do you dislike about the product?
I guess I still wish we still just used our phones. At least for me, conversations were more clear, easier to connect, and never glitched. That being said, I understand my company collects important data through this system.
What problems is the product solving and how is that benefiting you?
I understand my company collects important data through this system.
Advanced Technology, Amazing for the job that needs done!
What do you like best about the product?
I like that incontact pulls up the contact details with all the other files attached to it as well and the names and other cars associated that we have listed known for the customer it allows for a smoother ride into the pitch and I believe does allow me to get more pitches out.
What do you dislike about the product?
There do seem to be more issues with this system then the one we used before, more system glitches, or phone problems associated with the incontact, phone goes out more often, sometimes having connectivity issues where the customer cant hear me or i cant hear the customer or dropped phone calls are a frequent issue.
What problems is the product solving and how is that benefiting you?
other cars associated that we have listed known for the customer it allows for a smoother ride into the pitch and I believe does allow me to get more pitches out.
Life changing from in office to home.
What do you like best about the product?
I like how easy it is to use this service. The customer service we are able to provide is all because of this platform.
What do you dislike about the product?
I use to like that i could hop from call to call without having to disconnect the call. I now have to disconnect to join in another call.
What problems is the product solving and how is that benefiting you?
I am able to monitor my agents without interrupting the call in process. i can hop on to coach without getting the customer to step in.
Makes life at work a lot easier!
What do you like best about the product?
This program has taken over an old software we used to use. This program has all the bells and whistles. The best part of it is that it's a web-based program and it is likely to remain connected at all times when connected to the network. The sound quality is what really gets my attention as it works very well. I don't need to have my volume all the way up and the customers can hear me just fine.
What do you dislike about the product?
Sometimes when trying to answer a call the answer button freezes and it appears to refuse the call when it really was just stuck. At other times the ringing chime gets really loud for no reason. I wish there were more chimes to change the ringing tone. A miniature pop window would be very helpful as it can be put in the corner of the screen and easy to access. Customization would also be nice since everyone works differently.
What problems is the product solving and how is that benefiting you?
This program has solved problems such as commitments. It allows the user to set up a commitment and it will remind you when you need to send an email or make a callback to a customer when necessary. It has allowed the users to have a better address book when needing to reach coworkers in a rapid timely matter.
Recommendations to others considering the product:
There is no other software that I would use other than using NICE inContact. It's simple and the user interface is what makes it all better.
Very easy to use
What do you like best about the product?
That it is amazingly easy to use and it shows you clear stats
What do you dislike about the product?
sometimes takes a long time to log in the profile
What problems is the product solving and how is that benefiting you?
Emailing Customers about any inquiry that they are experimenting
Great for fast communication with customers and staff members
What do you like best about the product?
Being able to get assistance and finding the right people to communicate any system issues. There is always help available and you can have access to different resources at a very fast pace.
What do you dislike about the product?
It sometimes freezes and disconnects calls. It only happens when there is a lot of calls and representatives are transferring calls but it can get difficult when the whole system crashes.
What problems is the product solving and how is that benefiting you?
Communicating with supervisors about accounts that more review and approval for certain things. I get to always make sure I am doing the right procedures and never mess steps.
Recommendations to others considering the product:
Just fixing some of the errors that is involved with the system crashing when there is a high volume of calls.
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