NICE CXone Mpower
NICEExternal reviews
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useful
What do you like best about the product?
the user interface and data, it is very simple to use
What do you dislike about the product?
the amount of times it glitches out of the system and calls drop due to connecting legs
What problems is the product solving and how is that benefiting you?
call center from home works best
We use this for my call center position and it usually works great.
What do you like best about the product?
I like it was easy to understand and learn. When I first logged in I was a little worried I wouldn't remember how to use it transfers and everything , but after a week I was a pro, it is easy to learn and easy to us.
What do you dislike about the product?
Sometimes it disconnects and also wishes I had a warning before a call. There are sometimes I am on a call and it just ends without any warning at all. Other times I am not ready and it seems like there is just a caller on the line.
What problems is the product solving and how is that benefiting you?
It is a full phone service we use with our work and it has everything needed all in one program.
Great Product for every job!
What do you like best about the product?
I love the user friendliness it provides and with all the flexibility it provides, it's amazing.
What do you dislike about the product?
Button layout is a little difficult to get use to and accidentally click several buttons when there are lags.
What problems is the product solving and how is that benefiting you?
Calling people and being able to disposition the calls is amazing!
Top Call Center Solution
What do you like best about the product?
I love how you could utilize this software anywhere you have internet connection, a computer and a headset. It provides the flexibility needed in emergencies situations where our employees aren't able to work from the office. In our current pandemic situation, it gave our organization the tools needed to accommodate staff to work remotely and not impact our operational needs.
What do you dislike about the product?
With every web-based software, there will always be some issues. Not with the system itself but with reliable internet connections, the occassional stuck calls, and frozen screens. Although these problems may arise, the system is great at what it does and these little hiccups doesn't undermind the usefulness and features this system offers.
What problems is the product solving and how is that benefiting you?
Remote working is one of the many issues we have been able to solve with NICE inContact. With the web-based platform, our staff isn't limited to working from the office. We also realized that the many capabilities in the software including call evaluations have increased our staff work productivity and accuracy.
Recommendations to others considering the product:
I would definitely recommend this system for solving your call center needs.
Heard positive comments from clients
What do you like best about the product?
UI is the Best and I would like to see more integrations with this tool
What do you dislike about the product?
Free trail is not available. How to get a free trail
What problems is the product solving and how is that benefiting you?
Contact Center
Recommendations to others considering the product:
NA
Great idea, bad execution
What do you like best about the product?
I like that I can text people. That is a very helpful feature. I also like that I can call someone directly from my computer, rather than my cell phone. That is an appealing quality.
What do you dislike about the product?
I don't like all the bugs. Max freezes all the time. The user interface is very buggy. I can't see the phone number of the person calling me. The ringback feature is very annoying. Transferring a call could be easier.
What problems is the product solving and how is that benefiting you?
It is easier to call people within my organization, so internal communication is better. That is a truly useful thing, that is clouded by all the other negative aspects.
Good and fast system, enjoy using it, multifunctional
What do you like best about the product?
Ultimately we can get things done faster in queue
What do you dislike about the product?
Haven't found anything yet as to what works well and what doesn't, its even across the board
What problems is the product solving and how is that benefiting you?
Faster turn around times. Able to switch from one caller to the next while also able to switch to break (lunch and bathroom) Makes it much easier and its a better way to track employees as to where they can reach them at if they had questions.
Efficient
What do you like best about the product?
Ease of access. Decent Fonts. Smooth flowing operation.
What do you dislike about the product?
Would like to be able to make a dark background.
What problems is the product solving and how is that benefiting you?
Routing phone calls, tracking schedule and call metrics
Powerful ACD Tool
What do you like best about the product?
Aside from the easy functionality, the reporting options really help deliver quality data to our clients.
What do you dislike about the product?
We sometimes have issues with call routing/Refused calls.
What problems is the product solving and how is that benefiting you?
I am able to get very granular with the individual agents answering calls. That helps me better manage their performance and point out where we can improve.
Bringing all ends together
What do you like best about the product?
Incontact is one integrated tool for all departments of the contact center
What do you dislike about the product?
It is not that we dislike , we need few more reports to be available as a preset report than to create a custom one or some times we are not able to build it
What problems is the product solving and how is that benefiting you?
Productivity management, Quality control and WFM. It is one integrated tool for all departments of the contact center
Recommendations to others considering the product:
Incontact is one integrated tool for all departments on contact center like the Admins, Supervisors, Quality Assurance, WFM and to the end user , the agents on the phones. It is simple to use and the ease of access with it being an integrated solution makes it an excellent product.
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