NICE CXone Mpower
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Have used InContact for the Past 4 years. Mixed feelings.
What do you like best about the product?
The interface is simple and intuitive. The software is easy to learn and the ability to look at the performance of call center reps in a team side-by-side is helpful. InContact has also improved the speed at which it loads calls that have been stored in the database, and recent changes have reduced the amount of software crashes and bugs.
What do you dislike about the product?
UI is clunky and requires a lot of scrolling in order to get the information needed from reports. Recent changes make it more difficult to access all of the necessary information as certain areas have too much white space or buttons to access other pages are inconveniently located.
The support from InContact has not been great. Changes that my team were told would take place to the platform have either not happened or were very delayed.
The support from InContact has not been great. Changes that my team were told would take place to the platform have either not happened or were very delayed.
What problems is the product solving and how is that benefiting you?
I use InContact for QA of reps in outbound sales by using the contact history report to pull and listen to the calls that are stored in the database. I also use InContact to answer calls from customers or to call coworkers.
Recommendations to others considering the product:
Great service to use to set up an easy to learn soft phone system. Reporting UI can be slow to deal with for daily use though, and customer support can be slow to act if issues arise.
Good platform for a centralized call center
What do you like best about the product?
The QMA product & Contact History Report. Both of these items have a huge impact in pinpointing issues and helping agents improve.
What do you dislike about the product?
Basic call counters are not available in any basic reporting. This has been an issue with multiple customers. While it's great that you can customize so much, there is some basic functionality lost.
What problems is the product solving and how is that benefiting you?
In my previous company, centralizing the contact types into one platform made a huge improvement in efficiency & handling time
InContact Review
What do you like best about the product?
Incontact offer a lot in the way of IVR customization and error analysis, this has proven useful when customizing IVR's for clients.
What do you dislike about the product?
Customer Support can be tricky sometimes in getting half answers to questions.
What problems is the product solving and how is that benefiting you?
N/A
Overall positive experience
What do you like best about the product?
I've been using InContact for several years now and enjoy the product. Reliable system that provides all the data needed. Easy to interact with across different skill levels, for both inbound and outbound dialing. Very easy to access calls and navigate through reports.
What do you dislike about the product?
Apart from having to force out reps from time to time, it can be difficult to log calls to the proper accounts.
What problems is the product solving and how is that benefiting you?
Great at tracking rep performance and call activity.
ACD Bliss
What do you like best about the product?
I like the call back feature. The customers are very impressed with the quick call back.
What do you dislike about the product?
Once in a while my agent doesn't log out.
What problems is the product solving and how is that benefiting you?
Even distribution of calls is our biggest solution.
Mixed Feelings but Great System
What do you like best about the product?
The things that I like best about Nice inContact's systems are:
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
1. Their workforce management system is pretty neat. Very clean and it's pretty user friendly. There are a couple of kinks within the system that you have to work around, but it just takes time to get used to.
2. Their MAX Phone is actually one of my favorite tools that they have. It was an easy transition for my service center team to take on and learn. Had to work a could of things out, but it is very user friendly.
3. Their implementation team was very friendly and they are very personable.
4. The integration that ties into the UUE that they have is really neat! I love the functionality it all has and everything that we are able to do is in one location.
What do you dislike about the product?
1. Though their implementation team is very nice and friendly, it has taken over a year for us to complete. We had gone through at least three or four different implementation managers and things were falling on the wayside. They now have provided us a great team and things are getting done in a timely fashion; however it was difficult the first 6 months to get things in place and it has taken us 9 months to get where we are now.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
2. Even though their products and certain functions (WFM, MAX Phone, etc.) are great, there are a lot of issues that we come across. We experience a lot of dead air calls, connectivity issues, etc. Even though it not that much of a big deal to us while we all were in the office, when it came to us all working remote due to COVID, those issues arose and it was difficult to not miss our Service Level Agreements with our clients. They should have things in place at the end of June to help with that, but still was frustrating.
3. After certain implementation is done with certain products, I feel that they need to provide all the details of who we need to reach out to if we run into any issues. There are so many pieces and it's hard to remember who to contact if we run into any problems/issues with the certain products. They should put something in place of who our account manager is, who our technical account manager is, who we need to contact when there's a MAX problem, who we need to reach out to if our UUE is down, etc. It was all kind of messy and was not very well organized.
4. They do have a MAX Support website where you can submit cases and chat with them. I do like this function but at times, I feel that their solution to everything is "Clear cache and cookies". But whenever you do that it can cause issues like your AV notification are turned off and you cannot receive notifications of client chats or phone calls, which causes issues for us. We can turn them back on no problem, but with the capacity issues and everyone working remote, this is hard to remember to do every single day when you have to constantly be clearing cache and cookies.
What problems is the product solving and how is that benefiting you?
1. We are able to determine what staff members that we need in order to cover our phone volumes during certain times.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
2. We are able to answer our client phone calls faster due to them being softphones and the system is very responsive.
3. We are working on/getting prepared our UUE so that we can have one location to find information which will cut down on our research time for client accounts.
Positive experience with Nice inContact
What do you like best about the product?
Prompt responses from Technical and Customer Support.
What do you dislike about the product?
Most reporting capabilities are user-friendly, but some are not.
What problems is the product solving and how is that benefiting you?
We have great visibility to our call center and can drill down into metrics that help us be better prepared for each day.
Incontact continues to a global leader on contact centers.
What do you like best about the product?
Studio and flexibility to customize backend.
What do you dislike about the product?
Some products are outdated, at least for customers not in CXone
What problems is the product solving and how is that benefiting you?
Using an IVR our containment rate is healthy and allow us to continue manage ops cost.
Recommendations to others considering the product:
Do your research.
Overall good platform.
What do you like best about the product?
Reporting and CXone are very user friendly
What do you dislike about the product?
Professional services and Studio. Not clear understanding and any changes become very difficult
What problems is the product solving and how is that benefiting you?
contact center platform simplicity
Recommendations to others considering the product:
Make sure you get implementation right. Any enhancements and modifications after are a headache
Inconsistent call quality and poor technical support
What do you like best about the product?
Studio works very well and is quite user-friendly
What do you dislike about the product?
Tech Support fails to research cases adequately and consistently seeks to blame the customer's configuration. ClearView support is atrocious. Engage is an antiquated application that was not really designed for cloud infrastructure.
What problems is the product solving and how is that benefiting you?
ACD routing, reporting and screen capture.
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