NICE CXone Mpower
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NICE inContact Review of my Experience
What do you like best about the product?
Nice InContact is an easy to use call management system that allows team members to efficiently handle inbound and outbound effectively. Transferring calls and creating inbound queues to direct calls to specific technicians allows for a seamless flow of work to be sent to the appropriate skill level without having to bounce callers back and forth.
What do you dislike about the product?
There are service interruptions that can cause delays and impact the quality of service but these interrupts are minimal and are usually cleared up very quickly. InContact also keeps us up to date so we know exactly what is going on and what the expected downtime will be.
What problems is the product solving and how is that benefiting you?
We set up a help desk number for our firm so that we can centralize all call from all the locations we have across the united states. The benefit of having one number instead of local numbers allows for constant support when our users need it without significant delays.
Recommendations to others considering the product:
IF you are looking for a quality call center system to implement considering inContact would be a wise decision.
I would highly recommend NICE inContact to any type of buisnes for how simple and easy it is
What do you like best about the product?
How easy and simple you can read charts about your stats
What do you dislike about the product?
I dislike that sometimes it has glitches on the phone email and they do not disappear unless you restart it
What problems is the product solving and how is that benefiting you?
It's usually emailing to the customer about any general inquiry.
Nice inContact Review
What do you like best about the product?
I like how you're able to get all sorts of data from inContact. If you use this tool within a WFM environment, you will be able to get all the data you need to create reports and anaylise a lot of information.
What do you dislike about the product?
There's no quick guide to know how to use most of the tools available, it'd be great if that could be added to at least know how to use the tools within inContact.
What problems is the product solving and how is that benefiting you?
The need for information to create reports from WFM and analyze call center intervals. InContact allows you to perform a lot of tasks on a real-time basis.
Recommendations to others considering the product:
If you're considering yo use Nice inContact your team will be able to run all the reports needed to know how well are the agents performing and will be able to work with an agent on a real-time basis.
NICE InContact works great
What do you like best about the product?
The interface of NICE InContact is very self intuitive and easy to operate with. NICE inContact is easy to use and operate.
What do you dislike about the product?
Bulk modifying and uploading skills often lead to random issues. This should be improved.
NICE inContact CXone press path logs can be improved.
NICE inContact CXone press path logs can be improved.
What problems is the product solving and how is that benefiting you?
NICE inContact helps give better agent performance insights and brings Operational Efficiency
Recommendations to others considering the product:
NICE inContact is definitely one of the market leaders and worth considering over other products available in the market.
NICE inContact CXone
What do you like best about the product?
Easy to use interface
Ability to create customer reporting
Multiple tools for management purposes
Ability to create customer reporting
Multiple tools for management purposes
What do you dislike about the product?
Redial button should always be available after a call drops
There should be a longer wait for agents to input notes.
More filters to use when searching through call history
There should be a longer wait for agents to input notes.
More filters to use when searching through call history
What problems is the product solving and how is that benefiting you?
Reduced cost of improved customer experience
Incremental gross profit
Reduced contact center cost
Incremental gross profit
Reduced contact center cost
Recommendations to others considering the product:
It did not take long to understand the software as there is not much difficulty and everything is easy to follow. The function of MAX is also very nice, it is the main tool used by us to make calls and connect the team together.
By far the worst
What do you like best about the product?
I don't have anything good to say about it.
What do you dislike about the product?
Not sure if this related to just the technology. But, I'm constantly getting logged off by a supervisor, especially when in the middle of a call. As well as when I am trying to enter notes in the system after getting hung up on by a claimant. Calls are constantly dropped, hard to do your job when this happens.
What problems is the product solving and how is that benefiting you?
Nothing
I consider Nice inContact to be one of my most important programs
What do you like best about the product?
What I like best about the VCC is that I was able to connect it to my cell phone when I was sent home to work due to COVID-19. This system was an easy transition from my job to home. I consider Nice inContact to be one of my most important programs. I love that the program has a beginner-friendly system.
What do you dislike about the product?
Sometimes there is a connection issue but by pushing F5 it's quickly solved. When the system lags it causes the call not to be delivered. now that's the only issue I have with this system. when the call isn't delivered it looks like I'm not at my desk or have my phone when I'm working from home. but I am using a cell phone so I always have it near. what I think will help is if the system could refresh itself every so often or send out crash reports noting the error that caused the call not to come through. also if the system could just go to the voicemail of the number they called instead of being put out to the next available rep.
What problems is the product solving and how is that benefiting you?
NICE inContact Keeps me in touch with my customers. letting them know no matter the situation I am here to assist. It’s been such a pleasure working from home. The best benefit of the program is it helps my manager know the calls I take and make without having to ask me.
Recommendations to others considering the product:
If you looking to use a program that offers ease and functionbilty this is it. this is a user-friendly program for people who may or may not be tech-savvy.
very easy to use and it almost never fails
What do you like best about the product?
the practicality that is to use it and it does not take long to get used to
What do you dislike about the product?
it is not compatible with my headset to answer calls automatically when putting it on
What problems is the product solving and how is that benefiting you?
i love that you only have to be connected to the internet to be able to use it no other systems are needed
Recommendations to others considering the product:
have a team expert using in contact for all the doubts that might come up
Wonderful Software! NICE inContact is very immersive for the workplace.
What do you like best about the product?
I love the feature that allows you to connect with colleagues with a click of a button. With covid going on and having to work from home it is extremely important.
What do you dislike about the product?
I really do hate how slow the software updates calls made... and production stats.
What problems is the product solving and how is that benefiting you?
Our company is able to be more connected than ever since COVID happened in March. In March we really didn't utilize a-lot of the softwares capabilities.
Recommendations to others considering the product:
Use this software it helps you get whatever you need to get done, finished.
Amazing Software
What do you like best about the product?
I have experience using similar software before but nothing compares to incontact. The software is super easy to use. The voice quality is excellent especially when making international calls. I would personally highly recommend using this software.
What do you dislike about the product?
There is nothing dislike about this product. 100% would recommend
What problems is the product solving and how is that benefiting you?
With the current pandemic, we are able to continue business using this phone software. Our city is currently in a lock down and so our store is currently only open for curbside pick up. We would advise customers to park outside and they would call us to let us know they are outside to pick up their order. inContact then notifies us when there is a call coming and we can speak to the customer with a touch of a button. This helps us follow social distance restrictions that our city has put in place to keep everyone safe.
We also receive many phone calls from other provinces and are able to fulfill long distant orders to be shipped out.
We also receive many phone calls from other provinces and are able to fulfill long distant orders to be shipped out.
Recommendations to others considering the product:
This is one of the best telecommunication softwares. Super easy to use.
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