NICE CXone Mpower
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NICE
What do you like best about the product?
It's easily adaptable to the headset audio (any type) and easily used with Bluetooth.
What do you dislike about the product?
Sometimes there is a lag of calling out but that's an issue easily fixable.
What problems is the product solving and how is that benefiting you?
Calls to payers are clearer and transfer calls more efficiently.
Amazing all in one tool
What do you like best about the product?
I like that I can access my schedule, call stats, time off, and call reviews through the platform. It streamlines multiple apps into one for me and compiles data into one place making it easier for me to check quickly in between other work day activities. The platform simplifies my schedule and time off options into a user friendly and easy to understand resource. I would be lost without it and use it many times each day. The reminders for breaks, lunches and meetings are extremely helpful and keep me on target and in adherence.
What do you dislike about the product?
I would like even more features, breakdowns for types of calls and more intelligent reporting would be helpful, but not necessary.
What problems is the product solving and how is that benefiting you?
With Nice inContact I am less often missing scheduled breaks and lunches and making it to more meetings on time. I am able to plan ahead and see at a glance the entire year of planned vacation time and easily adjust my time off when things change. I'm also able to monitor my performance and statistical call information in real time throughout the day, thus keeping me aware of target performance goals and ensuring that I am meeting them.
Very likely.
What do you like best about the product?
Its easy to use. I think the platform is really well designed and its made for people that dont have much knowledge in using a PC that often.
What do you dislike about the product?
May have alot of learning skill at first. But overall once you try the program and see that its actually much easier to use than other programs, you get used to it really quick, i would say that the only thing that i dislike is when you start there could be some issues understanding what does what.
What problems is the product solving and how is that benefiting you?
Main problems i am solving are easy use, and easy interface. Also the easy interface makes resolving problems a lot faster, since the nice program works really well.
Recommendations to others considering the product:
Nice seems a lot at first to use, but its really quick to pick up the pace and see exactly what nice can do to ease the pain of going through applications that make it complicated to use, Nice is one of a kind since the experience is really smooth overall.
Call center
What do you like best about the product?
I like the ease of use, specifically how easy it is to view reports and navigate the log in site.
What do you dislike about the product?
I dislike the interruptions in the connection between the salesforce agent and nice in contact.
What problems is the product solving and how is that benefiting you?
I have realized the benefit of being able to view my daily logs.
Great program, but agent leg is a bit of an issue.
What do you like best about the product?
I like the fact that the phone is on your desktop. There's no additional wires or cables. It works with wifi.
What do you dislike about the product?
I tend to have trouble with the agent leg disconnecting. I also dislike that I am unable to dial out in wrap up mode.
What problems is the product solving and how is that benefiting you?
I work in a call center. NICE ensures that I can provide optimal service.
Recommendations to others considering the product:
Fixing the agent leg disconnecting is the only thing. When the Agent Leg disconnects, even when reconnected, the sound goes.
NICE is a great program!
What do you like best about the product?
That I can put patients on hold and on mute. I also love how i can see exactly how long I've had the patient on hold. I also like how you can turn off the ringing option. I also like how if you're having any issues, you can submit a ticket. I love how I can always see and have access to my stats and daily performance. I can also see how many other employees are in my skill set also taking calls.
What do you dislike about the product?
I don't like how you cant add more than 3 people to a call. I also wish that In Contact would redo the interface on MAX. Max is just a simple blue rectangular application. I just feel it could look nicer if it was worked on. I also don't like how sometimes MAX will lag after I use the disposition feature. I don't like how when a caller hangs up, it puts me in the Auxiliary code for "held party abandoned". I feel like after a caller hangs up, it should automatically go into the next call.
What problems is the product solving and how is that benefiting you?
When a patient can not speak English, it is a great tool to call an interpreter on a conference call. I also love how I can see my agent reports at the end of a very busy day. I also like the face that i can see exactly how many calls are in Queue. Its just overall great in helping me to connect with my patients.
Recommendations to others considering the product:
Keep on using this great product!
Highly functional, works from anywhere
What do you like best about the product?
It does everything I need it to do. Very flexible, giving me the opportunity to work from home or office with no difference in functionality. Logging in is quick and easy. It stays out of the way and makes it easy to provide superb customer service. The program is web based and very stable allowing me to focus on customer service and not worry about the technology behind it.
What do you dislike about the product?
Critical functions are not as intuitive as I would like. Placing someone on hold while I call a 3rd party or transferring caller to another skill often feels like I'm teetering on the edge of losing my caller because I'm not sure if I'm using the correct command.
What problems is the product solving and how is that benefiting you?
It just works for all of what I need to do. It handles live calls and voice mails very well. I can do transfers and holds while I make other contacts with ease.
Recommendations to others considering the product:
Try it, you won't be disappointed.
This system makes the work flow easier and avoid unnecessary waste of time while on the phone.
What do you like best about the product?
In my personal experience as Customer Service Supervisor it makes easier to monitor my agents and being aware of what they are doing even in a remotely position.
What do you dislike about the product?
Nothing to add is very useful but maybe you can fix your server because sometime is slow or it stop working. Some time we have found that while it is operational our team report lot of problems what cause to our associates to stop working because it can't continue, most of the time we need to close it and open it up again until it works
What problems is the product solving and how is that benefiting you?
Call control, Agents working or not, absences, time off the phone. I can certainly do anything
Incontact is an easy way to conduct business.
What do you like best about the product?
I love how easy it is to pull reports and dial calls out. I believe that the dialer is quite efficient and gets through my calls with such ease. Customers manage to reach us a sa company with ease.
What do you dislike about the product?
For my line of business, I find no downside.
What problems is the product solving and how is that benefiting you?
With my reports, I am able to keep an eye on my teams productivity.
Recommendations to others considering the product:
Just use it. Its organized and probably the best system if you need it for a call center industry.
InContact Review
What do you like best about the product?
How you can sync this software to your phone.
What do you dislike about the product?
When a call is transferred to your phone it puts you in a code that basically blocks you from receiving any calls until manually changed. Sysoutage I believe it is.
What problems is the product solving and how is that benefiting you?
Solving issues with technical support. Benefits include a very easy system of transferring/receiving calls. Very straight forward.
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