NICE CXone Mpower
NICEExternal reviews
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User friendly, good functionality
What do you like best about the product?
I like how easy it is to search for a colleague or business associate in the system to call/transfer to rather than have to look up and type the phone number.
What do you dislike about the product?
That the disposition screen does not prompt you after a call - would be great if it flashed as a notification reminder that this has to be completed to clear your phone line after a call.
What problems is the product solving and how is that benefiting you?
The fact that the phone system has been made compatible with our new operating system to be able to pull client's accounts based on the phone number they are calling from is brilliant. It solves the issue of miscommunication or incorrect spelling etc when trying to pull up a member by name. It is also really beneficial to be able to mask the call when client is giving confidential information such as a credit card number, and also great that it is recorded otherwise, in order to document things like medical questionnaires in the system.
Recommendations to others considering the product:
Definitely an easy program to use, tracks productivity so from a management standpoint this is a great feature, as well as helps with time management and is really simple for all users to learn.
Best tool i ever used
What do you like best about the product?
The best thing about Incontact is that you can see the incoming calls and if we missed any call that is also shown.
If you want you can transfer the call to another engineer if the call came in is for different solution,which make it very convenient for me to use Incontact.
If you want you can transfer the call to another engineer if the call came in is for different solution,which make it very convenient for me to use Incontact.
What do you dislike about the product?
One thing i would love to see the actual number of the person who tried to contact us.
This way we will be able to identify the number of that person and if required can call him/her back.
This way we will be able to identify the number of that person and if required can call him/her back.
What problems is the product solving and how is that benefiting you?
Customer can directly call us rather than sitting and wondering how can their problem be solved.
This directly helps in the growing business for NICE.
This directly helps in the growing business for NICE.
Recommendations to others considering the product:
Best solution to help you in your daily life.
You can go ahead and select InContact as your tool to interact with the customer.
You can go ahead and select InContact as your tool to interact with the customer.
Easy to Use, Almost Foolproof
What do you like best about the product?
The amount of issues that pop up is exceptionally low- technology is notorious for failing when you need it most, but inContact's most glaring issues are rare and have been an inconvenience at worst. There are plenty of options (the monitoring to see where your whole team is definitely is nice) but the basic service is streamlined and easy to use.
What do you dislike about the product?
The biggest downside so far is our VPN software occasionally has problems with the Google Chrome browser, which can then lead to problems with being completely unable to answer phones, but that's hardly inContact's fault.
What problems is the product solving and how is that benefiting you?
One of the most obvious benefits was how quick and easy it was to move from the office to working from home. The setup for inContact couldn't be more simple, and it was wonderful to work for a company that pays for high-quality software like this that allows us to continue with the same level of customer service in any location.
Recommendations to others considering the product:
Do it!
Great Service
What do you like best about the product?
It rarely breaks down and when it does it sets everything back up automatically
What do you dislike about the product?
The occasional lag. Sometimes it freezes up.
What problems is the product solving and how is that benefiting you?
Having the call log history is a great add.
Recommendations to others considering the product:
It's a great tool to have. 10/10 would recommend
Best in Industry
What do you like best about the product?
We can track the performance of our team through incontact and evaluate the calls made.
What do you dislike about the product?
It would have been great to have the recording for at least a week.
What problems is the product solving and how is that benefiting you?
We are able to track the performance of our agents, the timings they dial and work for.
Recommendations to others considering the product:
Go for it without any second thought.
In the version that we access to, there are a lot of limited functionalities
What do you like best about the product?
API integration with our CMR tool to pull up patient data
What do you dislike about the product?
Reporting is not great. Very limited what we can pull manually if need be.
What problems is the product solving and how is that benefiting you?
Providing patient services.
Recommendations to others considering the product:
Ensure you have the right business partners.
I use in Contact on hourly basis. It is a very useful reporting tool for me.
What do you like best about the product?
inContact provides the ease of reporting. I can pull very granular data to a birds eye view of my team metrics.
What do you dislike about the product?
I would like to see improvement is searching for a certain report.
What problems is the product solving and how is that benefiting you?
It is a platform that provide better metrics and help you find the trouble area to improve.
InContact is my best friend!
What do you like best about the product?
It is extremely reliable and I can always count on it to work.
What do you dislike about the product?
There is nothing that I dislike, I like everything about it.
What problems is the product solving and how is that benefiting you?
It saves me and my staff so much time with our clients and customers.
Works Well But Room For Improvement
What do you like best about the product?
User friendly, easy to navigate, straighforward operating system that is easy to learn and use without having to seek help to troublehshoot learning
What do you dislike about the product?
consistent login issues, freezes randomly for no reason, sound quality on calls can be questionable
What problems is the product solving and how is that benefiting you?
much easier to place outbound calls as compared to other similar programs, easy to track my call times and productivity
Visibility and Transparency
What do you like best about the product?
I like the reporting capability and data insight it provides on agent performance
What do you dislike about the product?
the display of the dashboard can improve for ease of use
What problems is the product solving and how is that benefiting you?
Communication with staff is easier with the level of data available
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