NICE CXone Mpower
NICEExternal reviews
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Tool provides details of everything that is required in a single pane of glass.
What do you like best about the product?
Able to login using the company email and doesn't require any extra efforts of validation to login. User friend and east to use the Application. Simple one-click operations and quickly gets into the login where you need to be. The reporting option has the basic details that can be fetched as per the privileges given to the users for their own reference understanding of the timings. This also fits perfectly with other integrated tools for the call routing using the ACD service and this becomes simpler to use and get going with this.
Usage of the App fits perfectly for the organization and is working efficiently as required.
Usage of the App fits perfectly for the organization and is working efficiently as required.
What do you dislike about the product?
In-depth analysis for of the timing parameters could be made available to the respective agents so that they are able to understand where the time is invested and how to improve on the working and get better at the time management part of the whole workday improving the quality of work and making the best use of the available tool to do so.
Not much of customization made available that causes lots of problems when coming to the overall reporting part to show the management the in-depth analysis that is required
I don't handle the commercial part nor have any ideas, but from what I been hearing. the pricing of the tool is a bit on the higher side and could be reduced or the features and the services provide should be improved to match the value that is being paid.
Not much of customization made available that causes lots of problems when coming to the overall reporting part to show the management the in-depth analysis that is required
I don't handle the commercial part nor have any ideas, but from what I been hearing. the pricing of the tool is a bit on the higher side and could be reduced or the features and the services provide should be improved to match the value that is being paid.
What problems is the product solving and how is that benefiting you?
We are using NICE InContact for the incoming call from the customers in case of an Emergency of any active DDoS Attacks and has been functioning well without any issues and also sents out notification emails if there are any calls that are missed. A great tool.
The Max Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado.
The Max Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado.
Recommendations to others considering the product:
It would be a perfect tool to be used for the call integration part and works flawlessly with the integration of other tools as well. If you are looking for a solution to be deployed in your organization this is a good option to go with. If you are already using any existing system, then you can get those replaced with this, and it's much better than any other system that I been using.
Apart from the less visibility into the analytics part, everything works well, based upon the service, and the features you chose the options varies and can be of great use when using the tool to the best of knowledge and make the most of that.
Apart from the less visibility into the analytics part, everything works well, based upon the service, and the features you chose the options varies and can be of great use when using the tool to the best of knowledge and make the most of that.
Review
What do you like best about the product?
Timetable is best, calling is great, i like it
What do you dislike about the product?
It automatically log out, i have to enter details several times
What problems is the product solving and how is that benefiting you?
Calls, schedule
Recommendations to others considering the product:
It's a great software. I am happy with this app. Glad to see how this can help us to complete day to day work easily.
1. No installation required
With an online database software, you create your account and users and you are instantly granted with access. There is no need for a technician to visit your office, no need to install the software on all the computers you and your staff may use. For a rather large group of users, the time and money saved with an installed solution is substantial.
2. Work from anywhere, including mobile devices
Since you don’t need the software to be installed on your computer, you can access your account from virtually anywhere. All you need is an internet connection and a computer and you are ready to login into your account and work. Some vendors will have you sign in on their website but many will have a customer portal with a custom domain. For when you are out of the office but you still want to be connected to your data.
3. Don’t worry about upgrades and versions
With an online database software, the vendor is responsible for all the upgrades and versions. With most vendors, you won’t even be aware that a new version is live before you receive their newsletter announcing the bug fixes and new features. Worst case scenario, you will have to click “Upgrade” and wait a few minutes just as you would have to do for an app on your mobile device. This represents huge savings in time and money compared to an installed solution.
Drawback;
1. No internet connection = no access
Online means… online. If you don’t have a reliable internet connection to support your online database software, you don’t have a reliable access to your data. It’s sad but true. If you are dealing with very sensitive data and you can’t ever be out of touch with it, I suggest having a backup internet connection from a different provider. This is what I personally do. An installed solution sure can be considered, but you won’t have access to it unless the software is installed on the computer you are working on.
1. No installation required
With an online database software, you create your account and users and you are instantly granted with access. There is no need for a technician to visit your office, no need to install the software on all the computers you and your staff may use. For a rather large group of users, the time and money saved with an installed solution is substantial.
2. Work from anywhere, including mobile devices
Since you don’t need the software to be installed on your computer, you can access your account from virtually anywhere. All you need is an internet connection and a computer and you are ready to login into your account and work. Some vendors will have you sign in on their website but many will have a customer portal with a custom domain. For when you are out of the office but you still want to be connected to your data.
3. Don’t worry about upgrades and versions
With an online database software, the vendor is responsible for all the upgrades and versions. With most vendors, you won’t even be aware that a new version is live before you receive their newsletter announcing the bug fixes and new features. Worst case scenario, you will have to click “Upgrade” and wait a few minutes just as you would have to do for an app on your mobile device. This represents huge savings in time and money compared to an installed solution.
Drawback;
1. No internet connection = no access
Online means… online. If you don’t have a reliable internet connection to support your online database software, you don’t have a reliable access to your data. It’s sad but true. If you are dealing with very sensitive data and you can’t ever be out of touch with it, I suggest having a backup internet connection from a different provider. This is what I personally do. An installed solution sure can be considered, but you won’t have access to it unless the software is installed on the computer you are working on.
Great Way To Manage Agents & Productivity!
What do you like best about the product?
I find the accessibility of many types of reports that I can pull and the seamless management of productivity on my agents to be very helpful in using NICE inContact. I also like how we can manage our agent's time cards right from the platform itself as well. It's also very simple to manage the skills that agent's have and changing them for example in moving their skill sets from being chat agents to call center agents and vice versa. Overall, the NICE inContact has become the number one program our agents and supervisors use on a daily basis.
What do you dislike about the product?
I find that at times inContact does have some delayed information it's dashboard and our agents at times do experience connection issues which can be a downside at times as it takes away some of the reliability of the platform itself. Another downside to NICE inContact is that it only works on Google Chrome and cannot be used in any other browser such as Edge, Safari, or Firefox. This has created a situation at times for us when onboarding new agents when they do not have Google Chrome downloaded or just are not used to using the browser in general.
What problems is the product solving and how is that benefiting you?
A huge problem NICE inContact solves is giving us the power to have our agents work from home on their own devices as no downloads are needed to use the program. NICE inContact also does not just do calling but also does chat, which has been great to have both communication methods in the same platform especially when needing to move agents from one skill set to another.
Globally Connected through incontact
What do you like best about the product?
I like that even if I am based in a country different to my main customers I can be connected to them.
It is very friendly to use when making and receiving calls, even when transferring. I have used other programs in the past and the transferring was always hard and many calls were lost.
This app also integrates Sales force, whenever we receive a call from a customer a Sales force window will open with the customer's information saving time and effort. It makes is easy to just jump directly into the conversation with out asking to much questions or validating.
Easy to use, I think I learned in one day and the next I was using it.
It is very friendly to use when making and receiving calls, even when transferring. I have used other programs in the past and the transferring was always hard and many calls were lost.
This app also integrates Sales force, whenever we receive a call from a customer a Sales force window will open with the customer's information saving time and effort. It makes is easy to just jump directly into the conversation with out asking to much questions or validating.
Easy to use, I think I learned in one day and the next I was using it.
What do you dislike about the product?
I do not like that I have to use it along with CXone to connect to calls, it would be easier to just use inContact for all.
Sometimes ruining reports for analytic purposes is a bit hard.
I am not sure if the "Feedback" button even works, I have reported to connection issues while on a call, but I never received a confirmation email or something that would indicate it was being worked on.
Sometimes the dashboard freezes, and there are ghost calls waiting and it is a bit confusing, it can stay there for a whole day.
Sometimes ruining reports for analytic purposes is a bit hard.
I am not sure if the "Feedback" button even works, I have reported to connection issues while on a call, but I never received a confirmation email or something that would indicate it was being worked on.
Sometimes the dashboard freezes, and there are ghost calls waiting and it is a bit confusing, it can stay there for a whole day.
What problems is the product solving and how is that benefiting you?
I can be connected to my customers as if I were physically located in their countries. Hence, the connection and callbacks are very easy, no need to know the country codes or area codes.
Administrators can see in real time the metrics of the agents as you can customize the dashboard to show all of the agents and their actives, whether they are available or not.
I still have not used it as its full capacity, but little by little we discover new features that makes it easier during the call.
Administrators can see in real time the metrics of the agents as you can customize the dashboard to show all of the agents and their actives, whether they are available or not.
I still have not used it as its full capacity, but little by little we discover new features that makes it easier during the call.
the simple answer to a complex need
What do you like best about the product?
The best part about the system is the uninterrupted connection and reporting abilities of the system, Keeps us connected, keeps business on track.
What do you dislike about the product?
We havent really seen a pain point with the many hours of use. What we do is pretty simple... login, connect, complete the sale... your program helps keep it all moving
What problems is the product solving and how is that benefiting you?
The problem we are solving in the integration is simply the connection between employee and clients, as quickly as possible without additional effort that slows down the connection times.
What a great system!
What do you like best about the product?
I Like that incontact is an easy simple system to use.
What do you dislike about the product?
I dislike that incontact does not save numbers if the call is dropped
What problems is the product solving and how is that benefiting you?
We have been able to take calls from all of the world helping people
Recommendations to others considering the product:
The connection message shows up too often and when it does we have to log out. That is very annoying
Easy to use and intuitive controls.
What do you like best about the product?
Very simple to use, It has tools that really assist you in the current volume of calls and to control the info needed for customers to call back, I also really enjoy that there is a dark mode. I find in lots of program i am having to use some sort of third party program just to make the UI being white not blind me.
What do you dislike about the product?
Honestly I can't think of anything that really is a dislike. adding the ability to control the Beeps volume for incoming calls would be nice. The support its very good as well.
What problems is the product solving and how is that benefiting you?
Easy to use interface that helps with call flow and made taking and dial calls very easy. everything just makes since with this program. its all laid out in a very easy to process.
Recommendations to others considering the product:
Easy to use program as the end user, has good feature that were manged by other software in the past. Nice to have everything i need all in one place. This tool is really the all in one software. If your company is looking for a great all in one program for call delivery this is by far the best one i have ever used. Its easy to understand and get training on how to operate and contains very useful tools that an call agent could be very happy to have. The sleek and Easy to read design is very refreshing, most tools i have used in the past are very old and require a lot of training to actually be able to use those programs
NICE inContact is easy to navigate
What do you like best about the product?
NICE in contact has a very simple interface. It is easy to create custom reports and see call statistics. The interface is clean and easy to understand and very customizable. The soft phone provides a lot of information such as the number of agents on the line you are calling, the estimated wait time, who is currently holding on that line and for how long.
What do you dislike about the product?
Unfortunately, with my company's roll out of NICE in contact, we were not given direct extension capability makes it difficult to receive a call back. As such we still have to rely on a physical phone system in order to hear voice mails. I am not sure if this is the case across the board for NICE in contact or if it is just how my company set it up. Otherwise, I would also like the capability to create custom speed dial choices in the soft phone. The soft phone is great for calling departments within the company but for calling outside the company, it would be nice to select a custom option rather than entering in the phone number manually.
What problems is the product solving and how is that benefiting you?
Queue statistics and centralized phone system
Recommendations to others considering the product:
Explore all your reporting capabilities. There are a lot of pre built reports to run and you can create custom reports as well so it should seamlessly satisfy any reporting requirements.
Its great!
What do you like best about the product?
The best thing about nice in contact is that it is very easy to navigate!
What do you dislike about the product?
I dont have anything that i really dislike about Nice.
What problems is the product solving and how is that benefiting you?
The biggest benefit is that I have a better grasp of our call volume.
Recommendations to others considering the product:
I recommend just looking through the system and getting to know it!
User friendly
What do you like best about the product?
incoming calls and able to search for the indivduals pretty easy that you want to call
What do you dislike about the product?
when it crashes which fortunately doesn't seem to happen very often, also does an additional ring sometimes after accepting the call to answer
What problems is the product solving and how is that benefiting you?
I like that it reacts to you dialing immediately
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