NICE CXone Mpower
NICEExternal reviews
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Traininer
What do you like best about the product?
I love the ability to live listen to agent from anywhere and through my cell phone and that I do not have to download a call to listen to it.
What do you dislike about the product?
That the system is not able to distinquish between the 2 agents calls on the same recording.
What problems is the product solving and how is that benefiting you?
Live listening in real time allows me to fully assist my agents.
Based on the Requirement and present trend I will recommend Nice Incontact solution
What do you like best about the product?
flexibility and easy to use ,InContact teams approach to do continuous enhancement in the products to fulfill the requirement of the customer.
provide robust solution to all the needs for a customer related to any channel and seamless integration offering for external platform related e.g. CRM and SAP Service Now which will make easy for a customer to integrate the platform and turn around time is very less which will help customer to save cost and service ready for there customers which help to increase revenue for the customer.
provide robust solution to all the needs for a customer related to any channel and seamless integration offering for external platform related e.g. CRM and SAP Service Now which will make easy for a customer to integrate the platform and turn around time is very less which will help customer to save cost and service ready for there customers which help to increase revenue for the customer.
What do you dislike about the product?
outages needs to be get controlled and system needs to get stable when doing a enhancement of new release is pushed to the system.
For users or customer who migrated from legacy platform to inContact or customers who are not have vey high call volume and they can not sit for very long time put a headset for them there is a call refusal is very big issue i think there is still some improvement required the way agent leg connectivity happened and notification comes for incoming calls to the agents so it will help to reduce the call refusal and call drops.
For users or customer who migrated from legacy platform to inContact or customers who are not have vey high call volume and they can not sit for very long time put a headset for them there is a call refusal is very big issue i think there is still some improvement required the way agent leg connectivity happened and notification comes for incoming calls to the agents so it will help to reduce the call refusal and call drops.
What problems is the product solving and how is that benefiting you?
solving our end users problem by creating the flows in IVR channels based on the critical requirement by the customer.
Customer day to day enquiries related to there orders and product
increase efficiency of attending the call and getting feedback for the are of improvement related to our services and product can be achieved by using nice inContact platform
Customer day to day enquiries related to there orders and product
increase efficiency of attending the call and getting feedback for the are of improvement related to our services and product can be achieved by using nice inContact platform
Recommendations to others considering the product:
if some one is looking for a robust solution either for a small or Big organization please go ahead with Nice InContact solution as it is vey flexible and easy to use and system can be ready for end user use in very less time as compared to other platform
Making contact center easier
What do you like best about the product?
Softphones, reporting and support. Those are miles ahead of competitors that I worked with before. When it comes to reporting this is customizable like none other tool I have seen before - makes it really easy from WFM perspective. When it comes to support, the team is very helpful, and always ready to assist with every task.
Finally, the most important, soft phone - it is broadly used amongst contact center technology nowadays, however the one proposed by Nice is really easy to use, quite reliable and people tend to easily learn it, which is great.
Finally, the most important, soft phone - it is broadly used amongst contact center technology nowadays, however the one proposed by Nice is really easy to use, quite reliable and people tend to easily learn it, which is great.
What do you dislike about the product?
There are minor improvement points that Nice could still implement - like for example grouping skills for easier management, but overall the tool is improving continuously, which is promising.
What problems is the product solving and how is that benefiting you?
Nice is used as our telephony and saved our lives during Covid situation and work from home. Possibly, our contact centre would be closed otherwise as we used to work with tabletop phones.
When it comes to problem solving, I do not think there is any specific besides ACD. We are looking to implement more features like intelligent IVR or more different contact types within CX-One in the future. Then possibly I will have even more to say here.
When it comes to problem solving, I do not think there is any specific besides ACD. We are looking to implement more features like intelligent IVR or more different contact types within CX-One in the future. Then possibly I will have even more to say here.
Recommendations to others considering the product:
It is a great contact centre tool, that I can recommend easily and honestly. It is possibly the biggest upgrade I saw in my contact centre management career.
Good Contact Center Software with detailed reporting
What do you like best about the product?
It provides detailed reporting on contact history and staffing. When I use it in supervisor mode, I can see detailed report about the auxes from different staff and call details. Through contact history, we can listen to calls placed filtered by date of every staff in a team. It also has the auto dial and routing feature. It also has a very simple user interface which is requires no thorough training for beginners. It also is accessible through any device. It also has the dashboard which provides an initial view of the team's state.
What do you dislike about the product?
Nothing to dislike. Except maybe they can make a more intuitive user interface for their max incontact like reports or statistics. An associate role gives you nothing much but communicating.
What problems is the product solving and how is that benefiting you?
Contact point for our global clients. I see no problem with setting up the software. Receiving calls and calling back our clients became very easy with the help of this software. Transferring it to other talents is very easy as well. Being on a supervisor role also gives you the ability to listen to calls placed by the associates and it also makes reports which is very useful for the management.
Recommendations to others considering the product:
They should look at the reports generated by the application. It is very useful especially in management and QA
Financial Svcs Specialist
What do you like best about the product?
Incontact is a useful tool to connect with other departments, customers and create a good business environment.
What do you dislike about the product?
Sometimes is difficult to log in or to log in the agent, was having some issues 3-5 times per month. However was already fixed.
What problems is the product solving and how is that benefiting you?
The communication between departments and customer. Incontact have many options to create a warm transfer, conference calls and you can create charts to evaluate the team
Love InContact!
What do you like best about the product?
There's so many pros with this software. I'll list some:
1. Personal dialer (Make outbound calls within the program)
2. Different user codes (To change status)
3. Flexibility to the cloud
4. Reporting made simple (Call tracking, recording)
1. Personal dialer (Make outbound calls within the program)
2. Different user codes (To change status)
3. Flexibility to the cloud
4. Reporting made simple (Call tracking, recording)
What do you dislike about the product?
Reporting can come back ugly. They have sample reports you can choose from, but they're not straight forward at all. I don't know how to use them and they're hard to ingest. Need to simplify this.
What problems is the product solving and how is that benefiting you?
Solving the issue of call routing and time tracking with employees. With this I can see who is available, how long and how many calls have they taken. The benefits are call handling. I can basically see everything.
Great tool
What do you like best about the product?
Best communication tool ever, smooth talk
What do you dislike about the product?
Sometimes the system freezes and its hard to start again
What problems is the product solving and how is that benefiting you?
Able to communicate with customers
Allows for customizable data at a glance
What do you like best about the product?
The format is simple and easy at a glance. It also allows to click and drag the info boxes in real time
What do you dislike about the product?
There appears to only be a bright white setting. In today's world a "dark" screen setting would be preferable.
What problems is the product solving and how is that benefiting you?
It allows to see out missed calls in an in bound call center
Recommendations to others considering the product:
It's very easy to use and has a very small learning curve. Everyone can use it easily!
I would describe my experience with NICE inContact, as a very good one.
What do you like best about the product?
What I like best would be the reliability Nice inContact offers. I know I can rely on the program not to crash nor give me connectivity problems, like the ones experience on other programs similar to NICE inContact.
What do you dislike about the product?
Yes it is reliable, but what I don't like is that sometimes there is a lag when I am making a call and I speak it cuts off if the other person is talking at the same time.
What problems is the product solving and how is that benefiting you?
A problem I have encountered is that since I live in Mexico and work directly with American clients, while using other services most clients when making outbound calls to the wouldn't answer the phone since we didn't have an American phone number, plus they weren't able to call us back since our number was foreign. Since switching to NICE inContact we now have an American phone number to make outbound calls to clients and receive incoming calls from clients as well.
Fully developed smart program for maintaining compliance
What do you like best about the product?
It offers great features like work force management quality management due to which I am in a better position of managing my work force and to handle the finance is no more difficult. Through the patented AI and machine learning technology, I have reduced the labor waste. Now I can draft effective plans and I have minimized the WFM administrative efforts also. NICE has provided its services for the rerecording of the screen and for the call records as well.
What do you dislike about the product?
There is no major drawback of this software it is working efficiently and providing significant services. It has enabled us to create strong relations with our customers by providing professional customer services. I am its completely satisfied user.
What problems is the product solving and how is that benefiting you?
While working on this platform I have never been worried about the security and never ever I have gotten stuck in finding the previous recordings. It has very appealing interface which provides flexible call recorder permissions so that we can grow by leaps and bounds. NICE has helped me to maintain compliance & customer trust.
Recommendations to others considering the product:
This tool is very helpful and effective for collaboration purposes. It will be good program if you start in your organization. For me this keeps a significant role by providing advanced services. It won’t be wrong if I say it has helped us to make our sales, marketing and project department, stand out in true sense.
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