NICE CXone Mpower
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Great platform for remote teams
What do you like best about the product?
Nice InContact has give us great insight into agent statistics and live monitoring. We also have improved customer experience with new features designed to minimize hold times while keeping the caller aware of their place in line.
What do you dislike about the product?
I appreciate the performance area in the Max Agent, however I wish it could be customized so we could prioritize other performance statistics instead of the out-of-the-box ones that are provided.
What problems is the product solving and how is that benefiting you?
Moving to the Cloud has been great for our team, especially because we had to quickly move all our agents to remote positions. The supervisor dashboard still allows the management team to be fully aware of everyone's status and performance.
Recommendations to others considering the product:
It's a great platform. Don't invest in the extra $1000 per month for the Technical Advisor, we have not seen any ROI on that. The rest is good.
Could be so much better
What do you like best about the product?
I appreciate the ability to see Agent Reports with the breakdowns of my performance in relation to the rest of my team. It is very helpful to see the percentages for the current day (although there is a delay and it does not update instantly) as well as the previous day and week. It's also useful to have displayed my most recent calls, in case I get interrupted and forget which number I dialed last.
What do you dislike about the product?
It's annoying how the Max popup window will randomly change its size and location upon logging in and sometimes during the work day. It would be so convenient if it stayed at the same spot and size where I last opened it and I wouldn't have to resize it down from the full window which is just wasted space. It would be nice to have a larger working area over the gray dead space, with larger fonts.
It would be great if the Max window would pop up (over the other open windows) each time a call came in, instead of getting buried under my other programs.
Also, it seems redundant to Connect after I've already logged in to inContact and also in Max. My coworkers have also noticed that the system will randomly disconnect us for no apparent reason.
It would be great if the Max window would pop up (over the other open windows) each time a call came in, instead of getting buried under my other programs.
Also, it seems redundant to Connect after I've already logged in to inContact and also in Max. My coworkers have also noticed that the system will randomly disconnect us for no apparent reason.
What problems is the product solving and how is that benefiting you?
After using the system for almost a year now, I'm getting used the glitches and finding workarounds for most of them. For example, if I need to unplug my headset for any reason, such as for a Teams meeting, I need to close out the Max window and open up a new one with the headset plugged in. Otherwise the system will not work and callers will not be able to hear me.
Recommendations to others considering the product:
I wish I could highly recommend this product, but it could use so many improvements.
Optimized Workspace
What do you like best about the product?
It is super convenient to be able to check NICE inContact to know when a colleague is at lunch or busy with emails etc. From this information I can appropriately act as to whether to send a message or let a customer know approximately how long it will be until they will be able to contact them back. More importantly, it allows me to gauge how busy we are and see the areas that come up more commonly so I know where to brush up on my skill sets. As well, it gives me a sort of peace of mind since I know who I can reach out to now that we are all working from home, and resources are that much more important.
What do you dislike about the product?
Well, there aren't very many downsides to NICE inContact, however, i suppose a place for improvement might be if it could give us a heads-up as to whether I am next to receive a call or one of my fellow co-workers. Otherwise, it's pretty dandy.
What problems is the product solving and how is that benefiting you?
As I mentioned previously, being able to see who is "in the office" each day and how busy/occupied they are based on their status helps me gauge who I can reach out to for assistance. It gives me a general idea of how long they might be unavailable so I know if later might be better to ask a question or if an email might be more appropriate. It brings the office to my home so I can continue to work efficiently to resolve my customer's needs and have a successful day. lastly, it gives me a preview of what product resources I need to pull up so as soon as i begin speaking to the customer I can have have my tools already prepped to I can provide quick solutions.
Nice in Contact has been a wonderful platform provides a sleek look & user friendly experience.
What do you like best about the product?
The design,the accessibility,conveniency and fewer errors than the prvious platform the company used
What do you dislike about the product?
A few technical issues surrounding our call scripts and accessibility for the agents
What problems is the product solving and how is that benefiting you?
Processing claims,connectivity issues,comfort of accessibility and conveniency
Recommendations to others considering the product:
Please be open minded to the system as it is sleek and user friendly.
Reliable, just don't use a B.T headset
What do you like best about the product?
quick response, software is web based and its clean looking.
What do you dislike about the product?
Bluetooth headset not friendly with Chrome so far. Would like to see that fixed.
What problems is the product solving and how is that benefiting you?
Call center mostly, very effective
Awesome product for Call centers
What do you like best about the product?
I love the fact that when you gain numbers they automatically showup in a list of potential conttaacts
What do you dislike about the product?
I do dislike that you have to submit a ticket when you no longer own a number to get the Potential contacts removed instead of the numbers neing removed automatically.
What problems is the product solving and how is that benefiting you?
I am able to record calls as well as have many people answer calls for a particular line.
Recommendations to others considering the product:
THIS IS A NICE PLATFORM. IT IS NICE AS THEY DO ALSO PROVIDE RECORDINGS.
easy to use!
What do you like best about the product?
everything is easy to find, it is clearly marked and simple
What do you dislike about the product?
sometimes it takes a wile to load, but usually runs fine after.
What problems is the product solving and how is that benefiting you?
just answering phone calls, masking certain parts of calls etc.
Recommendations to others considering the product:
do it!!
Easy to access and understand
What do you like best about the product?
I like that it is an easy layout the way that things are explained is simple to understand
What do you dislike about the product?
one problem that I have is I wish it had more options for settings
What problems is the product solving and how is that benefiting you?
I am solving figuring out my calling structure and the benefits are having fast access
Recommendations to others considering the product:
Take it slow while learning and learn all the tips and tricks!
EASy to use Tool. GReat results! I couldn't live without this application
What do you like best about the product?
Easy to use applications, It s fast and efficient
What do you dislike about the product?
EASy to use Tool. GReat results! I couldn't live without this application I have no dislikes.
What problems is the product solving and how is that benefiting you?
I have not had problems - compared to other applications it is most efficient/
Recommendations to others considering the product:
N/A
Incontact is very receptive to our feedback and quick to make fixes
What do you like best about the product?
I like how user friendly the program is.
What do you dislike about the product?
At times calls become static-y or calls are dropped occasionally.
What problems is the product solving and how is that benefiting you?
Better ways to communicate with clients. Benefits is the ability to connect quickly.
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