NICE CXone Mpower
NICEExternal reviews
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Reliable and Consistent platform/system
What do you like best about the product?
The InContact NICE tool has a very stable connectivity. We were utilizing the old version of the agent phone and was very easy to switch to the Max application (even before all users were forced to move due to the migration that Ring Central requested). We hardly experience any hiccups which minimizes operations interruptions. Even when we have had disruptions, the support team's response time has been extraordinary: pretty efficient (they solve any problems we are experiencing), they also kept bridges open for additional problems and follow ups. Their technical support was also essential when we re-wrote our IVR, they provided excellent guidance and the product software was easy to install and use to make that internal upgrade happen. Since the upgrade to our new IVR was completed in February 2019, we have not had any problems of any kind with it and has been real easy to make small tweaks in the background as needed. For our quality department, the recorded audio has not given substantial issues to where we need to escalate to the team due to bad or missing audio. Thank you for such great product
What do you dislike about the product?
The tool is not efficient when you're handling a larger call center. Not having a Mass skill option is a letdown
What problems is the product solving and how is that benefiting you?
The Voicemail feature is one of the best tools i've utilized as this makes sure that after hours messages always get answered and pushes accountability to each rep that is taking it
Recommendations to others considering the product:
Recommended for: Ease of reporting, admin side setup, Studio InContact easy to utilize IVR tool, quick technical support.
So many issues.
What do you like best about the product?
Ease of use, easy to learn the system. It is easy to learn how to use.
What do you dislike about the product?
Kicks us out of the system literally every 5 minutes. We have reported this issue repeatedly to no avail. It is horribly inconvenient to have this consistently happen EVERY 5 MINUTES, having to log back in every 5 minutes. We have had no solution to this problem.
Max also has serious issues, it randomly crashes in the middle of calls, will not let you answer calls, and randomly automatically answers calls.
There are some huge bugs that really need to be worked out to increase efficiency and productivity.
Max also has serious issues, it randomly crashes in the middle of calls, will not let you answer calls, and randomly automatically answers calls.
There are some huge bugs that really need to be worked out to increase efficiency and productivity.
What problems is the product solving and how is that benefiting you?
Problems not being solved, due to this face the benefits are few.
The system works great. Almost never have an issue with it.
What do you like best about the product?
It has a smooth-operating system. I've had zero complaints since I started using it back in January 2020.
What do you dislike about the product?
I think it could possibly be a little more user-friendly.
What problems is the product solving and how is that benefiting you?
I'm able to get in contact with all of my clients. I didn't realize I could do so much using a VOIP service.
Ring Central
What do you like best about the product?
The call queues are pretty nice and flow simply, the customizability of the Ring Central Desktop Application and the dashboards
What do you dislike about the product?
Call Quality at times, sometimes we see spam callers
What problems is the product solving and how is that benefiting you?
It makes outbound calls simple, plus the sms messaging feature is very helpful
MULTIPLE PROGRAMS USER - SATISFIED!
What do you like best about the product?
I like that it's google-based and can be accessed anywhere, even on the go
What do you dislike about the product?
not a dislike, but maybe haven't explored it yet. when i go to prebuilt reports>contact history i am able to sort per team (but then all the associates still show up from other teams)
What problems is the product solving and how is that benefiting you?
i like that the calls and the dashboard are in one place. in another time, we used to have an app to monitor the dashboard / queue and another one to listen to calls.
Recommendations to others considering the product:
It's an easy-to-use, one-stop-shop tool!
NICE inContact is a GREAT Tool/Resource in a fast paced enviornment
What do you like best about the product?
inContact is a great resource that allows for managing queues and call volumes in a face paced environment. I use it daily and have loved it since day 1. Moving agents and queues is quick and easy. The reporting layout is customizable - allowing for different views when different needs arise. I appreciate how intuitive a lot of the features are. The message feature is a hidden gem that allows a service level manager or administrator to send messages directly to reps by leveraging the MAX agent. The MAX agent also reminds agents when to go to breaks and lunches and provides duration against their schedule.
inContact also offers robust reporting - whether it is recurring or one time pulls. As someone who regularly uses the reporting to manage in a call center, it is quick and ready almost immediately after I submit for the report.
inContact also offers robust reporting - whether it is recurring or one time pulls. As someone who regularly uses the reporting to manage in a call center, it is quick and ready almost immediately after I submit for the report.
What do you dislike about the product?
I am mostly in love with the platform and cannot think of anything specific to add other than not capping the number of widgets on the reporting view - that can hinder the ability to review some data real-time but there's not much effort to clicking a drop down and selecting the reporting that has the data.
What problems is the product solving and how is that benefiting you?
We are able to move emails through our phone system and this has significantly improved efficiencies as well as eliminated the need for several people working out of an inbox at once. We are able to track the number of emails touched by each agent, how they were routed, marked complete, etc.
Robust System for Call Centers
What do you like best about the product?
I like the Quality Management system. It is very helpful to review calls and coach agents.
What do you dislike about the product?
Connection issues with MAX agent can be frustrating.
What problems is the product solving and how is that benefiting you?
Agent handling times, agent quality, and reporting.
Manageable, Organized, Easily Accessible, Brings Efficiency
What do you like best about the product?
You have a overview of who you are speaking with, you are able to stay on track with commands such as your lunch, breaks, and when in meetings. It's easily accessible and organized to were you won't be confused with your daily task. The product offers a large set of capabilities that are easy to maintain and your able to inform others if the system is down or busy in another location.
What do you dislike about the product?
Would be nice to have a video calling option but the site is modern, up to date, understandable and ready for use once logged into.
What problems is the product solving and how is that benefiting you?
Your able to call back a card holder, you know if you have passed your time frame of your lunch or breaks and if someone is in need of getting in contact with you the person knows where you may possibly be (Training, Special Projects, etc). Your able to contact employee's and managers when needed and also if they are available or not available. They also offer a heads up performance letting you know a incoming call is coming in. Very neat! Perfect solutions for business continuity.
Recommendations to others considering the product:
It's reliable, work friendly, organized, and manageable
It's ok.
What do you like best about the product?
I like the ability to transfer and have access to the IVR. I like the ease of use for the program. The program allows us to stay in contact with our customers and contact them back if the call is dropped.
What do you dislike about the product?
Dropped calls
Muffled calls
Random disconnects from service
Muffled calls
Random disconnects from service
What problems is the product solving and how is that benefiting you?
inContact is used for my job to troubleshoot broadband issues with customers.
Recommendations to others considering the product:
I would consider giving your team time to train on the tool. It may seem easy to use at first glance, but there are some settings like panes, event logs, display settings that may provide a easier use for your team.
NICE inContact makes working from home easy and hassle-free.
What do you like best about the product?
Very easy to use for anyone just starting to work from home. The user interface is very simple to understand and requires very little training to use. All of the features work well and are very clear. There is not a bunch of unnecessary options that often lead to confusion or user-error.
What do you dislike about the product?
The only real downside that comes to mind with NICE inContact is there is sometimes an issue with the dialer lagging and not allowing you to answer calls. The solution is fairly simple with restarting the dialer but this is obviously not ideal. Apart from this we have had very few issues with NICE inContact.
What problems is the product solving and how is that benefiting you?
The transitionto working from home was as easy as it could be using NICE inContact. It is nearly impossible to count all the benefits that have come to the table.
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