NICE CXone Mpower
NICEExternal reviews
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Works fine
What do you like best about the product?
It shows alot of useful information. Like categories.
What do you dislike about the product?
Only 2 calls at a time. If more calls allowed, more groups.
What problems is the product solving and how is that benefiting you?
Solving issues regarding operations.
Great Contact Center Software
What do you like best about the product?
I enjoy the ability to create and view custom dashboards to monitor our service level and customer service agent interactions. At a glance I can view agent history, disposition and length of time for each state. This makes it easy to ensure agents are hitting metrics and adhering to break and disposition expectations. As a staffing agency consultant to our contact center, I frequently use this software for HR, coaching and training purposes. This software works well for this purpose because it allows me to view real time data whether I am working from the on-site office or remotely. I typically keep a tab with my dashboard open at all times, so I can review service level at key points during the day. This software is easy to learn and navigate, which is a great bonus for me. Since I was provided access from my client, I did not receive the full training one would typically receive. However, this proved not to be an issue, as I was able to jump right in and locate all the features I needed. In time, I started to explore additional features and was able to use more portions of the system to better support my client and working associates.
What do you dislike about the product?
The ability to customize many features means that it is a fairly robust system, and takes time to learn how to navigate as a supervisor. As of yet, I have been unable to customize a service level report broken down by day. However, with the capabilities NICE inContact has, I am sure if I had more time to dedicate I could like create one for myself. Since we have a wide variety of call campaigns, there is a large amount of information that is located in the system. For that reason it is complicated to build and create new reports. That all being said, for the purposes that I use this system, I have very little complaints or dislikes. It is well suited to the needs I have to support the contact center.
What problems is the product solving and how is that benefiting you?
NICE inContact allows our contact center leadership to monitor and coach agents. From the time that I began using it, I was able to keep better track of agent hours, manage missed time punches by viewing call logs, view breakdown of disposition codes and percentages and review call history. This has allowed me to better coach agents on adherence and compliance. I particularly like the reporting feature to review hours each agent has spent in the system. This feature has enabled us to add more agent accountability for their work performance. One of my biggest problems that has been solved by NICE inContact is the ability to located and determine missed punch times. From time to time, agents forget to clock in or out while at work, and it is my responsibility to ensure this gets corrected quickly. Using this software I am able to quickly look up an agent's record for a specific day and view their log in and log out times. Since agents must be logged into this software in order to perform their job duties, I can easily see their clock in and out times within this record view.
Recommendations to others considering the product:
For contact center HR and consulting purposes, this is a great fit for me. The ease of access allows for multiple leaders from varying levels to access and review data. As a partner of my contact center client, this software has made my position easier. I have been able to more fully support my client and their associates by becoming integrated into the day to day operations via NICE inContact. My client relies on me to verify agent hours, break compliance and schedule adherence. These requests are able to be fulfilled through the dashboard and reporting options that this software offers. In addition to that, we have a wide spread of users who are not centrally located in one state or country. There are features in place that allow everyone to stay up to date and connected consistently.
nothing is perfect i suppose.
What do you like best about the product?
it is simple and efficient!nothing is perfect i suppose
What do you dislike about the product?
Sometimes you may experience back to back IT problems but nothing is perfect i suppose.
What problems is the product solving and how is that benefiting you?
Reach as many people as possible
Recommendations to others considering the product:
u want something that will work for u not cause problems.
My review
What do you like best about the product?
The interface is intuitive and straight forward.
What do you dislike about the product?
Software performs at a beta level at best. Constant issues with inability to dial out. issues with cx not hearing me as well and constantly disconnecting.
What problems is the product solving and how is that benefiting you?
Pretty much just use it to dial out and record the outcome of my cx interactions.
There were some key differences in what we were told we would get and what we got.
What do you like best about the product?
I really like how intuitive the system is and all the education tools available to learn the system. I love studio. I also love the custom reporting in central. I feel like I can get the numbers I need and manipulate in Excel. Reporting is accurate and fast. I also really love the support of a TAM.
What do you dislike about the product?
The commitment feature is awful.. The commitment goes away after on hour if no available time is offered. That is just unusable! I either need the commitment to interrupt calls or sit and wait all day for available time. The QA platform uses internet explorer. Who uses that anymore? It's not secure at all and not an option for us. The ticket system is archaic and I wish there was a mobile app.
What problems is the product solving and how is that benefiting you?
We didn't have very many metrics available with our old phone system so it has been a total makeover of our contact center. Everything has changed. We now have a much clearer view of what is happening withing the contact center.
Reviewing Nice in Contact for work
What do you like best about the product?
That its easy to navigate, fields are clear and defined.
What do you dislike about the product?
Sometimes I have trouble logging in, like right now. Having to shut down and log in over and over again. Happens about once a week.
What problems is the product solving and how is that benefiting you?
Losing contact or calls not connecting, like right now.
Good when good, nightmare when bad.
What do you like best about the product?
- The dashboard we've setup means it's very easy for agents to see any relevant information in real-time
- back before he got moved, our TAM Kurt was a good guy and did try to work his best within the boundaries he had.
- back before he got moved, our TAM Kurt was a good guy and did try to work his best within the boundaries he had.
What do you dislike about the product?
- Every now and again you must clear cookies/cache to login.
- They changed the login screen so the email is on one screen and password is on another. This makes systems such as Lastpass less automated.
- Really difficult to export the data in a useful format
- difficult to automate exporting said data on daily basis in a way that you could actually see daily revenue and any trends in your dispositions.
- issues with viewing dispositions recently (maybe 1-2 months). Have complained about this issue and apparently they are aware but still no improvements. Basically the main (forced) dispositions are all overlapping and so you cannot see what's what.
- I often find the customer support / tech support are very rigid and too by the book. I am guessing InContact is a huge corporation with many protocols the teams need to abide by. I can appreciate this however it means nobody can ever 'bend the rules' or do anything above their pay grade. Has to go through so many layers of support teams and escalated tickets etc until someone who has more power can get things done. I find this way of doing things horrible and does not empower their front line team to make decisions on the spot that support the customer AND the company. It's also massively time consuming and potentially has massive opportunity cost for the InContact customers if the issues are not resolved fast enough. I have had many examples of this over the years but one was so horrific we looked into several other platforms to leave IC. The only reason we didn't was we do not have the manpower/resources to do such a move, so we stayed.
- They changed the login screen so the email is on one screen and password is on another. This makes systems such as Lastpass less automated.
- Really difficult to export the data in a useful format
- difficult to automate exporting said data on daily basis in a way that you could actually see daily revenue and any trends in your dispositions.
- issues with viewing dispositions recently (maybe 1-2 months). Have complained about this issue and apparently they are aware but still no improvements. Basically the main (forced) dispositions are all overlapping and so you cannot see what's what.
- I often find the customer support / tech support are very rigid and too by the book. I am guessing InContact is a huge corporation with many protocols the teams need to abide by. I can appreciate this however it means nobody can ever 'bend the rules' or do anything above their pay grade. Has to go through so many layers of support teams and escalated tickets etc until someone who has more power can get things done. I find this way of doing things horrible and does not empower their front line team to make decisions on the spot that support the customer AND the company. It's also massively time consuming and potentially has massive opportunity cost for the InContact customers if the issues are not resolved fast enough. I have had many examples of this over the years but one was so horrific we looked into several other platforms to leave IC. The only reason we didn't was we do not have the manpower/resources to do such a move, so we stayed.
What problems is the product solving and how is that benefiting you?
- We can speak with out customers.
- Team can see when we're busy and jump in queue to support the team
- Team can see when we're busy and jump in queue to support the team
Recommendations to others considering the product:
- ask for a trial for a month or two. make sure it's what you need and really dig deep into the exporting of data as if you are like us, we require crazy amount of data daily and it's incredibly resource heavy to get what you need
Great software for each company
What do you like best about the product?
What I like most, is how easy is to use it, also it is great to track record and redial to a customer in a easy way
What do you dislike about the product?
I believe that in the main menu we could have all the telephone numbers called instead to show only the last 2 called, this would make our life easier in the case we need to track
What problems is the product solving and how is that benefiting you?
I can contact my customers in a easy way, can change your status with a single click and track the time you stayed in the current status
It is very easy to use
What do you like best about the product?
That it is not complicated to learn. It is user friendly. When making and receiving phone calls, it is very automated, ready to use, and visibly appealing.
What do you dislike about the product?
Not that i dislike it, but the auto wrap notes can be a bit challenging because if you forget to place note, you remain in auto wrap without sometimes knowing. This can cause your time/efficiency to suffer.
What problems is the product solving and how is that benefiting you?
Quality of the calls. Being able to answer customer calls in a timely manner. Easy access to transferring calls to different departments.
Recommendations to others considering the product:
It is an amazing tool that if used can improve the quality of phone calls.
incontact is a mediocre softphone, avaya and other competitors are about on par with nice.
What do you like best about the product?
its an easy softphone. not hard to use but has room for improvement. the transfer to a specific person is a nice feature. I would like to see other feature get added over time. doesn't feel like there has been much development over the year i have been using it.
What do you dislike about the product?
getting harassed by annoying popups about status. they prevent me from being quick and accurate. i find myself having to click on the softphone first just to make sure my next click will actually take. super counter intuitive .
What problems is the product solving and how is that benefiting you?
it solves the need for a softphone. the benefits are that of any softphone. makes and recieves calls via voip. drops its fair share of calls to.
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