NICE CXone Mpower
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InContact Review
What do you like best about the product?
It is very easy to create custom reports and very user friendly.
What do you dislike about the product?
Sometimes the pages take too long to refresh or load when skilling and deskilling agents
What problems is the product solving and how is that benefiting you?
We are able to see what the agents are doing in real time. This has allowed us to manage our queues and sites effectively to meet customer expectations.
Recommendations to others considering the product:
Learn how to use and create custom reports - this is very beneficial in the long run
NICE REVIEW
What do you like best about the product?
It is very user friendly and great for our business. It makes scheduling easy and the customer reports are awesome.
What do you dislike about the product?
It can lag at times which does not allow me to work as quickly as I would like.
What problems is the product solving and how is that benefiting you?
We have been able to reduce our call volume. We have cut back on time spent scheduling agents.
Recommendations to others considering the product:
It has been such a great tool within the call center environment. It makes managing our agents so easy and being able to see what they are working on. The scheduling system overall is user friendly and simple to use. There are a lot of great tools within the program to use to your benefit. The custom reporting is also a great feature. It allows me to pull any data that I could possibly want.
Not flexible for our business unit
What do you like best about the product?
In Contact was easy to use and the IVR scripting is easy to learn. The reporting dashboard what good as well and we could easily build customizable reports. Our agents did not have any troubles with using the soft phones or the Max Agents. We also had easy access to call recordings and they were made available right after the call was over. I also thing it is nice on the micro level to be able to control the hold music per customer which is a nice little touch.
The Chat channel was also very easy to use and set up and there was nice customization we could do with the chat templates.
The Chat channel was also very easy to use and set up and there was nice customization we could do with the chat templates.
What do you dislike about the product?
IT was not flexible enough for our business unit we could not build our own platform around it. For 2 years or so we were told that InContact was getting to the point where they would be able to support us off of Salesforce and we could integrate into our own CRM that we built but then when the time came that was not possible and they just kept moving it out. We eventually had to look at other solutions.
As we did that the service we received went down and porting numbers off In Contact became extremely difficult as well. We have been trying to Resporg numbers on a new provider and it has taken months to get the numbers from In Contact to our new provider.
As we did that the service we received went down and porting numbers off In Contact became extremely difficult as well. We have been trying to Resporg numbers on a new provider and it has taken months to get the numbers from In Contact to our new provider.
What problems is the product solving and how is that benefiting you?
We have begun transition off InContact last year because we could not build our software around it and we really wanted to get off Salesforce but IC would not integrate into our own platform we were building.
Recommendations to others considering the product:
Do your research. They are good out of the box but they are not flexible if you want to run it off your own built software. They are easy to use and set up. There will be some pain as is the case when moving to new platforms but any custom work you have this might not be the solution for you.
Using NICE inContact as a sys admin
What do you like best about the product?
The webUI is useful and well designed. Studio allows for creation of complex IVR scripts and routing.
What do you dislike about the product?
Studio could use a refresh/update. Password expiration length could be extended. It seems everytime I login I'm prompted to change my password.
What problems is the product solving and how is that benefiting you?
NICE inContact allows us to have a complex IVR for different departments as well as a unified call manager for our various departments.
Disappointing overall; repeated failure to deliver a working product.
What do you like best about the product?
This is a great tool to manage outbound campaigns and data. We can adjust data and filters on the fly. Use API tools to import and export data. There is great functionality around managing lists and DNC management. We can set thresholds for dials and attempts. Simple and straightforward user experience for managers and agents. There is great audio quality and system up-time (we have only had 1 or 2 days of system downtime in 3 years), which was one of the reasons we moved to inContact. Decent overall agent and user experience (not very buggy, rarely is anyone kicked out).
What do you dislike about the product?
Unfortunately, there are some huge issues when it comes to outbound performance (which was the primary reason we chose inContact). There have been many protracted and repeated telco issues (garbled audio, dropped calls, delayed transfers with no customer on the line when connected) with sub-carriers. Dealing with incontact support is futile. Support will create a ticket and ask for 3 call samples, daily. After a week or two with no response, the issues seem to just go away and the case is closed with no update. A month later, this repeats all over again, and support let's us know that have to start over and ask for more samples. The larger concern is with their dialer itself. Personal Connect simply does not work (agents are not connected to customers when they pick up the phone). Even in preview mode (click to call) there are many lag delays, dropped calls, or calls connected with no customer. More recently, with the new upgrades, when we try to run calls in Progressive dialing, MAX repeatedly stops working. Agents are connected to the wrong customer, connected to several at once, and/or agents are unable to hang-up calls. There is often a lot of lag with MAX and agent scripts "popping". Again, support is unable to help. There are cases open for weeks without a response. There are often 5 or 6 open cases (for related issues) and no communication between the support teams, who cannot see what the other departments are working on. This issue has come and gone 3 times, and when we try to point out to support that their team has already started to investigate this same issues previously, we were told they had to follow their process and start over, with 3 sample calls to investigate. It has been a very disappointing experience; and they make it very clear that you are simply not a priority unless you are a large national client.
What problems is the product solving and how is that benefiting you?
We are an outbound sales team.
Simply Amazing
What do you like best about the product?
It is a cloud contact centre software that makes it possible to improve one-on-one customer experience. It provides unified omnichannel routing. It makes it possible to carry out automatic contact distribution and omnichannel analytics. It is rich in features
What do you dislike about the product?
In terms of product performance, InContact has been excellent so far. I have no challenges
What problems is the product solving and how is that benefiting you?
We use inContact for a wide range of functionalities. We have been able to speed up the resolution of customer issues with the software. It also allows us to provide better personalized experience for customers, thereby turning them into paying clients
Recommendations to others considering the product:
I recommend Nice inContact
Remarkable Experience For Your Cstomers
What do you like best about the product?
What I like most it the ability to include reporting and tracking into your support desk activities. This way, we are able to keep our performance up always. I also like the level of flexibility it has for users to save cost on customer support.
What do you dislike about the product?
As at the moment, InContact has been satisfactory as a tool.
What problems is the product solving and how is that benefiting you?
It is currently helping us to improve our customer's support experience and as a result an inmprovement in productivity.
Recommendations to others considering the product:
It would be a great implementation for your team. A lovely and impressive customer support solution for you.
CXone - A Game Changer
What do you like best about the product?
Customized reporting and ease of use for all levels
What do you dislike about the product?
It can be a little difficult to connect with older apps
What problems is the product solving and how is that benefiting you?
I am able to pull reporting easily and am able to be compliant
Recommendations to others considering the product:
We implement this software to call center companies. It is a very easy to use platform and we are able to customize it for small starter companies to large already established companies. The platform is efficient and thorough. Teaching people this platform is incredibly easy to people who have never even worked with call center software before. The call quality is perfect and the reporting is also very customization. Anything you need, this platform seems to show up for that. I enjoy being able to use it.
It serves our needs but could do more
What do you like best about the product?
The roles are very customizeable and it provides a good routing system and management interface.
What do you dislike about the product?
The API is lacking and you can not extract all the data out via the API that are sometimes available in other places.
What problems is the product solving and how is that benefiting you?
We are managing a large seasonal call load and routing calls based on agent training - it is very effective at this.
Recommendations to others considering the product:
If you need to use the API - research your use cases thoroughly.
The best and streamlined software to use.
What do you like best about the product?
I like the simplicity and streamlined navigation of NICE inContact. The reporting and tracking features is helpful to check for weekly and monthly comparisons. The graphical display assist me in making decisions when it comes to performance and how to improve that performance.
What do you dislike about the product?
I wish there was a way to compare different teams together and check for pain points that may arise during business hours. But overall, platform contributes to daily business needs.
What problems is the product solving and how is that benefiting you?
One issue I can see that inContact helps with solving is if there are any technical issues that may show up. Example, I can track and see calls coming/duration, etc.. If I'm not receiving incoming calls on my device, but can see it in inContact, then I can alert our IT team of any issues. It's great to know that it still runs while other devices may not be working properly.
Recommendations to others considering the product:
It's helpful to use and integrate NICE inContact with a CRM, such as salesforce, to keep track and maintain workflows within an organizations. The integration aspect is helpful for daily operational needs.
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