NICE CXone Mpower
NICEExternal reviews
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Fifth Year User
What do you like best about the product?
What I like best about inContact is the use of the chat service feature. We communicate with users who are using inContacts inbound call features. When those customer service agents needs assistance they can easily press a button within the product to get immediate help via the chat. Also NICE feature is that you are able to review the presumptive text that user typing and prepare a response quickly.
What do you dislike about the product?
The chat feature allows only the presumptive text for one way. The agent who is requesting help can not see the pretext that you are replying back to them with. It would be nice for this to go both ways, so that the agent knows that the person on the other end is preparing a response to their chat question.
What problems is the product solving and how is that benefiting you?
We are able to take multiple chats at the same time for agents who are providing phone support. We are solving issues daily that arise from our callers. Our support agents know that a supervisor or escalations person can dial into their calls live and support them immediately via the chat feature. The benefits that have been realized is that we are able to take this platform into the future and still meet the customers demands.
I use incontact everyday for work and i love it and it makes work so much easier
What do you like best about the product?
how quickly it sends phone calls to my connected phone
What do you dislike about the product?
it has crashed on me in the past but i let incontact know and i havent seen any issues since
What problems is the product solving and how is that benefiting you?
how easy it is to track the work i am doing
Nice InContact is pretty good
What do you like best about the product?
the automation of the reports and the amount of information available. Before we started using InContact, We had to run all our reports by hand. It took time and a lot of our work was inefficient. with the help of Max and Nice InContact, most of our reporting is done automatically. We have so much more information ready for us each day, and throughout the day, and it really helps make it easy to see just what's happening and what needs to happen.
What do you dislike about the product?
It takes a lot of time to get used to the system. It's not very user friendly. We get a lot of people with limited computer experience, and trying to teach them how to use Incontact is actually a bit of a challenge.
What problems is the product solving and how is that benefiting you?
The amount of information we get on each persons activity in our group is exceptional. We found inefficiency everywhere. From unscheduled breaks to just waiting for the right work to be presented to each person. Now that we have InContact, monitoring workflow is automatic and steady throughout the day, and every detail of a persons time is presented with easy to break down and understand metrics. I can clearly see who is doing their best, and who needs to be talked to, and it's impossible to argue against. We've seen efficiency increase pretty steadily.
GREAT SERVICE
What do you like best about the product?
nice is easy to use. When needing to call out or redial the options are just once click
What do you dislike about the product?
sometimes clmts cant hear and i dont know if thats the service or my phone or the clmts phone
What problems is the product solving and how is that benefiting you?
its easy to answer, hold, or hang up calls.
Recommendations to others considering the product:
use it ! you wont regret it !
Effective, efficient, and easy to work with.
What do you like best about the product?
I love how easy it is to update it through our IT department.
What do you dislike about the product?
I do think some of it is a little redundant, but it doesn't even matter because that can all be updated.
What problems is the product solving and how is that benefiting you?
We run all of the communication with customers as well as the organization of products through here.
Intuitive Experience
What do you like best about the product?
I like the ability to listen, coach, barge or transfer calls. This is easy to do and quick! I have found that I am able to be more efficient by completing required actions smoothly and quickly while using NICE inContact. It is also nice to be able to pull both calls and chats at a later date. This is especially useful for recanting conversations for the benefit of myself (a supervisor), for agent praise or reprimand, as well as for quality assurance analysis.
What do you dislike about the product?
I do not like that I have not been using NICE inContact sooner.
What problems is the product solving and how is that benefiting you?
We have been able to get more users using the integrated softphone faster than ever before and are now able to easily monitor calls and assist when a supervisor is requested all while our staff is working from home.
Recommendations to others considering the product:
Go for it! NICE inContact has so many features and tools to assist you in all of your communication goals. Being able to monitor, review, transfer or take over an agent to customer interaction with the click of a button is everything. Simplify your routine and switch to NICE inContact.
I don't like how it logs you out after a few minutes and I have to keep logging in to view it again.
What do you like best about the product?
I like how it shows exactly what I am doing with the calls.
What do you dislike about the product?
I don't like how it logs you out after a few minutes and I have to keep logging in to view it again.
What problems is the product solving and how is that benefiting you?
I have not solved the issues with it.
NICE inContact is a great program to get your company started. No need to stutter, just get it now.
What do you like best about the product?
I can use it on a laptop too, that helps. It's user frinedly and has all the tools needed to provide a great serice to custoners. Overall, I'm good having NICE inContact as my go-to program for this company.
What do you dislike about the product?
Sometimes it seems pretty slow to actually enjoy the usage of it.It's mostly that, it may be out of the program's control, it may be the internet at the moment or the power breaks but other times I understand the program has it's problems during the calls. Some may even sound a bit distorted and others you hear no sound at all. It's all relative to it but, like everything, it has some flaws. Nevertheless, I'm still a satisfied user of it and would love to see some updates in the time being. It's a great program to use.
What problems is the product solving and how is that benefiting you?
Mostly helps out attending customers via phone calls without them knowing my personal number to reach some help. It helps the company run sufficiently with this tool and all the help it provides us. I use it for almost everything call related in the company from phone calls to web calls and transferring calls to other agents. It's really a tremendous tool for any company. Specially now that we suffer from a critical situation as the pandemic is. This program has saved lives in it's way by letting people keep their jobs and what not.
Recommendations to others considering the product:
Don't think about it, just do it. Trust me.
Using this program has been a great experience! Revolutionary product!
What do you like best about the product?
What I like best is how easy it is to navigate and run this program. Super simple and straightforward! I would recommend it to others.
What do you dislike about the product?
What I dislike most is how it freezes up when there are too many users running it.
What problems is the product solving and how is that benefiting you?
With this program I can help thousands of people save money right now while the world is in crisis mode. If they can save money in any way, shape or form, that is a huge benefit!
Ease of Use for Monitoring Call Center Agents in Real Time
What do you like best about the product?
Once you're familiar with the system, NICE inContact allows for precise and easy monitoring of your call center agents. I can quickly determine the real time state of my CSRs (how long are they on a live call, how long they've been on a break or lunch, or even if they're in an emergency situation).
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
What do you dislike about the product?
One downside to moving to NICE inContact was losing our old reporting tools & capabilities, ones I was very familiar and comfortable using. While there were some pre-made reports within the system at its launch, it was necessary for us to spend considerable time to have similar reports in NICE created that met our needs.
What problems is the product solving and how is that benefiting you?
Everything is stored in under one roof! Prior to using NICE we had multiple different systems and the data did not interact well. Now, having everything together and interconnected saves us time and money.
Recommendations to others considering the product:
I would recommend that you take a look at it. Having all of your tools under a single roof allows you to save time and money.
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