NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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Has everything I need!
What do you like best about the product?
Its very detailed with the information it provides and easy to use.
What do you dislike about the product?
Since it gives me all I currently need, I cant honestly say I dislike something
What problems is the product solving and how is that benefiting you?
Getting in touch with costumers. Very good quality which is great when needed a clear line of comunication
Recommendations to others considering the product:
It is a great way to have an easy line of communication with your customers and a simple platform to navigate.
The userface is simple and effective. However some functions are needed.
What do you like best about the product?
Simpleness of the max app and agents can see other available agents.
What do you dislike about the product?
Minimal functions. No history of account.
What problems is the product solving and how is that benefiting you?
I have experience less delay and it will be nice if we can have the app connected to our NXJ.
Recommendations to others considering the product:
Asked them what the front of house mainly use/need on a phone system. Normally management assure only and don't have firs experience basis.
Fabulous system to use
What do you like best about the product?
i like how easy it is to navigate. How fast it is to receive and make calls. Also that it is very helpful for our patient to receive a call back. An everything is on our computer screening without having huge phone on your desk. This has helped our work environment make our job more easier and so much helpful. We love the system make everything so much faster and way easier to get a call after a call after a call. We can also take call much faster then before. Awesome system!
What do you dislike about the product?
I wished the headset would be wireless it would make it much easier. The system is still not connected to our Epic it isn't pulling up the person who is calling it makes it a little harder to try to get the person pulled up. also sometime the system gets a little slow when trying to answer a call.
What problems is the product solving and how is that benefiting you?
The benefits that this system had made is that we can actually make a call back to patient that are waiting on hold before the patient would have to make multiple call to get to us or wait a long time on hold. This has helped a lot and we can actually schedule/resolve any issues now.
Recommendations to others considering the product:
inContact make everything soo much easier in a contact center. Making everything so much efficient. Great system to work with. Love everything about it
Straightforward and easy to use
What do you like best about the product?
I like having access to schedules and receiving notifications of changes.
What do you dislike about the product?
Sometimes it is hard to find what I am looking for.
What problems is the product solving and how is that benefiting you?
NICE is assisting my company in handeling multiple schedules across different departments.
It has its ups and downs, could be more user friendly
What do you like best about the product?
The automatic dialer, the note options, and the schedule a call back.
What do you dislike about the product?
That is does not count a call that does not go through, preview times are to short. The dispositions list is to vague. Would be more user friendly if you can schedule a call back to the same site from your disposition page.
What problems is the product solving and how is that benefiting you?
Not having to dial out manually all the time. Keeping track of calls made. The scheduler automatically bringing up call backs.
Review from a Zenefits Customer Care representative (I use NICE 5 out of 7 days of the week)
What do you like best about the product?
The simplicity of NICE is its best feature.
What do you dislike about the product?
I dont know if it's NICE or Salesforce but the integration could use some work.
What problems is the product solving and how is that benefiting you?
The ability to use my cell phone to take calls! Huge benefit!
Recommendations to others considering the product:
None
Invaluable for Pandemic Working From Home
What do you like best about the product?
I like the flexibility of being able to work from any computer without needing extra hardware. I also think it is good that a single platform is able to provide both voice and chat.
What do you dislike about the product?
I haven't been able to find out if I can transfer directly to voicemail. Some of our call routing is overly complex.
What problems is the product solving and how is that benefiting you?
Our planned switch to NICE inContact ended up being during the beginning stages of the pandemic. Being able to work from any computer without having to have specific hardware allowed me to work from home with ease.
Recommendations to others considering the product:
NICE inContact is a flexible and adaptive tool.
customer service
What do you like best about the product?
I like the fact that I can see my own metrics with great accuracy
What do you dislike about the product?
is loging me off too often, like every 5 min or so
What problems is the product solving and how is that benefiting you?
we can separate the queues , and minimize the idle time
Recommendations to others considering the product:
i would recommend this
A great cloud based contact center solution
What do you like best about the product?
Easy to customize the callers experience.
What do you dislike about the product?
Porting international numbers can be difficult.
What problems is the product solving and how is that benefiting you?
getting calls to the correct group of agents and integrating into a CRM to pull customer information when a call is presented to an agent.
Recommendations to others considering the product:
Incontact is a very powerful contact center platform that allows you to build out what your business needs quickly.
This program is easy to use and understand.
What do you like best about the product?
I like how easy it is to navigate through the program. I also love the visibility aspect of it. We are able to see how many contacts are being handled, how many are in queue. I also enjoy the option for the signatures. That makes it easier for us to reply more quickly to our customers and/or internal emails. I also want to mention that the pop up notifications of a new call or email is extremely helpful. That feature helps avoid an email and/or call from being missed.
What do you dislike about the product?
I do not like how many times it crashes. It crashes quite frequently and we have to contact IT for support and assistance. I feel that it would work better if the issue regarding the lagging, crashing and freezing would greatly improve the satisfaction overall. I would also like to be able to go in and pull emails as a 'search' category. As of right now, we are unable to go back into incontact and pull up prior emails. Leads and supervisors are able to pull it up, but it takes forever and is not an easy task. I do feel that adding in a better option would improve the service as well.
What problems is the product solving and how is that benefiting you?
We receive customer emails through the program and can easily respond using the platform. We use in contact to take phone calls, transfer calls, answer internal emails, answer emails outside of company.
Recommendations to others considering the product:
I believe this is a great option for every company. If you are looking for a program for visibility and ease of use then this may be for you.
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