NICE CXone Mpower
NICEExternal reviews
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Everyday user
What do you like best about the product?
You can connect from anywhere to anyone. I work from home, and I can use my cell phone.
What do you dislike about the product?
Features are taken away without notice or not enough features. Sometimes, connections are poor and easily affected by networks in other parts of the country.
What problems is the product solving and how is that benefiting you?
Customer service across the country is localized and during the COVID-19 pandemic, we can work remotely effectively. We are able to work as a team and accept calls for other depts and coworkers, equalizing the load for everyone. We can also log when calls took place to help customers more accurately. solve problems.
Recommendations to others considering the product:
Use it! I would highly recommend it for user and supervisor capabilities. Do not let small bugs get you down, they are few and far between. Excellent product for modern companies!
Ease for Customer Service
What do you like best about the product?
NICE inContact helps my team coordinate and organize calls coming in and assign accountability to each representative by viewing the statistical data.
What do you dislike about the product?
The downside of using this system would be the inability to accept multiple calls at once or the use of Avaya OneX to collaborate with.
What problems is the product solving and how is that benefiting you?
NICE inContact allows our team to be able to review data, which solves the issue of scapegoating that can happen within teams. The benefits include ease of access and freedom to control which queues each representative is in.
Recommendations to others considering the product:
I would recommend NICE inContact for any large or small organization that collects calls in different phone queues and needs to track employee work.
Decent Program that allows me to reach out to my customers.
What do you like best about the product?
Nice Incontact is a program that is easy to use and mostly anyone would be able to pick it up after a few days. I like that it allows me to connect with my customers in a simple and effective way. I am able to transfer calls to my peers, place customers on hold, mute my microphone and dial out using this application. It is a must have for any call center.
What do you dislike about the product?
There are not many things to dislike about this program. My only few headaches are sometimes it will randomly disconnect during long periods of inactivity. My other frustration is when using the "Launch WFO" view assignments function. This causes some issues where I have to clear my cache and cookies periodically. However since most things are corrected simply by clearing cache and cookies. It does not cause too many issues. I would still recommend this program to anyone who works at a call center.
What problems is the product solving and how is that benefiting you?
I use Nice Incontact everyday to solve a huge variety of problems. I work in the customer service industry so everyday i speak with about 50 -100 different people with various issues. Problems can range from needed assistance in placing an order, to complicated issues with internal processes and policies. The benefits are certainly enormous. We use this to product to assist people globally.
Recommendations to others considering the product:
You can change the ring tone. Sometimes the default one can be annoying.
NICE inContact - A move forward!
What do you like best about the product?
I really enjoy using the NICE inContact platform. It's very user friendly and adapts to my needs as a user. I don't use all of the features that it provides, but it is refreshing to know that I have the ability to expand my use of the application further at any time. In turn, I believe that it leads to a more positive customer experience. As customer needs and wants adapt, we are also able to quickly adapt. The ability to customize the personal settings in the user interface, along with many other things in the application is a big plus. Being able to adjust certain aspects not only make the application easy to use, it makes it a JOY to use. I've used other applications in the past, and I truly FELT in the past. There was little to no ability to customize anything. That made it difficult to do my work effectively, and that's something the customers can perceive quickly. I don't see myself going back--only forward with NICE InContact. Problems will get solved one way or another, but NICE inContact makes the problem solving that much easier. Being able to grow and adapt using the same program means no need for extensive training, no need to continue browsing through different industry options to find the best fit. As your company and customer service needs grow, NICE inContact is growing WITH you. I like everything about Nice inContact!
What do you dislike about the product?
I don't really have any dislikes! The elements that I don't or didn't like can be customized to meet my specific needs and wants as a user. Not only can thy be customized, they can be customized quickly -- all it takes is an adjustment and then logging out and logging back in. Those few times when problems did arise, they were resolved quickly by the support team. I enjoy the insight that users are given when it comes to customer volume and, overall, I really enjoy using InContact!
What problems is the product solving and how is that benefiting you?
As a user, I realize that problems will get solved one way or another, but NICE inContact makes the problem solving that much easier. Being able to grow and adapt using the same program means no need for extensive training, no need to continue browsing through different industry options to find the best fit. As your company and customer service needs grow, NICE inContact is growing WITH you.
Recommendations to others considering the product:
I would definitely recommend trying it out -- the interface is simple and training was quick. Again, the ability to customize based on the specific needs (both for users and for customer) is phenomenal. What makes it more convenient is the fact that no additional training would be required. If you find it a bit bare bones to start out, just work with the NICE inContact Team. I'm sure you will find the best fit for your needs.
easy to work with
What do you like best about the product?
fast way to receive call and easy way to return or transfer calls
What do you dislike about the product?
the reports for the daily or weekly do not work properly, so I am not able to see how many calls per day I took if I wanted to have that knowledge for my records
What problems is the product solving and how is that benefiting you?
solve many problems of claimants account, since providing service to florida deo, so per each call I am almost every time able to provide help to the CL through incontact when receiving the call. we receive more than
Recommendations to others considering the product:
verify that reports are working properly and accurate, so agent can have knowledge of calls,times taking during their daily shift and weekly shifts. besides that the system is easy to use, and works pretty fast in order to be able to take many calls during a day shift
The ability to view scores and my progress daily has helped me excel in my position
What do you like best about the product?
I love being able to see the trends in my own work pattern. It allows me to track my everyday habits so that I can fine tune my work behaviors. I also like being able to change my call status while on a call so that way I can hit my schedule adherance by already being ready for the next status when the call is ending. It helps when trying to hit a scheduled time for meetings or breaks, or if we are back to back calls it helps me get a pause in between. Having that small break really helps me excel and be ready for each and every call.
What do you dislike about the product?
I dislike that it only gives you a percent but not the analytics of how that percent was hit. I would like to see the exact figures on what brought me to that percentage. If I only hit 95% of the tickets I made for that day, i would like to see that it was 95 of 100 tickets. General percentages are kind of hard to fine tune and make changes on. But that is definitely not a deal breaker in any regard.
What problems is the product solving and how is that benefiting you?
I am solving issues with my scorecard. It shows me if my calls are too fast or too slow, so that I can adjust my speed. I have realized that by utilizing the system and seeing my current scores day by day, I can fine tune my work behaviors to reach all of my goals for the company and myself.
Recommendations to others considering the product:
Use it.
Incontact keeps me in contact!!!
What do you like best about the product?
Easy to use and user friendly, keeps track of calls for me
What do you dislike about the product?
not accurate on keeping track of the calls, but close
What problems is the product solving and how is that benefiting you?
everything is one place, love that my phone and contacts are all on my computer..all internet based...bad side...its internet based...
Recommendations to others considering the product:
na
Interesting Web Based Phone Software
What do you like best about the product?
Easy to use and intuitive, easy to copy and paste numbers into
What do you dislike about the product?
Once in a while it can take 2 attempts to log in, and the double hang up button is slightly annoying
What problems is the product solving and how is that benefiting you?
We are adding an auto dialer which will make my life sooo much better
Recommendations to others considering the product:
Nothing to say so far
Great technology for a great job!
What do you like best about the product?
I love how this can connect me to everything I need in order to complete my job efficiently!
What do you dislike about the product?
There is nothing I would change ! This system is perfect for my job setting!
What problems is the product solving and how is that benefiting you?
I have not come across any problems as of yet. This program is everything and more in order to complete my job duties!
Has helped us with insight on our team!
What do you like best about the product?
I like that it helps review my teams productivity and refused calls to see who is doing their jobs.
What do you dislike about the product?
Hard to navigate, feels outdated, thats it.
What problems is the product solving and how is that benefiting you?
Team productivity and anyone who is not working as hard as others.
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