NICE CXone Mpower
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Very little down time
What do you like best about the product?
We've been customers for 7 years and we have had very little down time over the years. The communication during any event that causes a disruption is great. The low amount of downtime is something every customer in today's world is looking for. When you get to that 99.999% of up time you can provide your team with a reliable tool to be successful in the world of support.
What do you dislike about the product?
The biggest thing I've noticed is not having a dedicated account representative. RCA for an outage seem to take awhile to get. RCA can be difficult to track in a complex environment so that definitely makes it understandable but sometimes we have customers that are pushing to get these at the speed it is happening at times.
What problems is the product solving and how is that benefiting you?
We're able to operate multiple desks while being able to control routing. The studio for building out the call flows have been instrumental in starting a desk quickly. It allows us to setup our teams to be as proficient as possible. The ability to setup agent skills and have routing attached to that which keep the best agents for certain issues available for those and new agents on more beginner level tasks. This helps them get up to speed in a controlled manner not just lets throw everything and the kitchen sink at a new agent. Which I believe helps with development and retention of agents as they get up to speed.
Recommendations to others considering the product:
If you're looking for a company that recognizes the availability needs of companies today look no further.
Good system
What do you like best about the product?
I love using the contact history report which allows my team to view the call metadata and listen to the call recording right from the system.
What do you dislike about the product?
I can sometimes be hard to download reports based off dispositions that are formatted in a consumable manner.
What problems is the product solving and how is that benefiting you?
We are able to easily track agent call states in one easy to use dashboard, which allows us to manage our floor easily.
Recommendations to others considering the product:
I would recommend it.
An industry leading solid ACD/IVR solution
What do you like best about the product?
NICE inContact's ACD/IVR solution is a solid industry leading solution that is flexible, scalable and allows for real time solutions to real time problems.
What do you dislike about the product?
The growth and stability in the area of the ACD/IVR solution offers very little to dislike.
What problems is the product solving and how is that benefiting you?
As a BPO we are able to manage our customers needs, wants and problems in a way that rarely disappoints. The flexibility of the ACD/IVR solution allows you to accomplish virtually anything that creative minds can imagine.
Recommendations to others considering the product:
Be as clear and transparent as possible when discussing your initial needs to ensure that there are no gaps during implementation.
Simple reporting suite
What do you like best about the product?
The reporting suite is very simple to use
What do you dislike about the product?
Level of granularity in reporting isnt enough
What problems is the product solving and how is that benefiting you?
Working out our Average handling time, we can also now see our handled without transfers
Recommendations to others considering the product:
know what you want
Remote access from any where.
What do you like best about the product?
Able to do work anywhere, especially right now that our country in lockdown due to covid19. I was able to complete my projects for our new client and meet the scheduled implementation of their ACD/IVR for their EU contact centers.
What do you dislike about the product?
no option to keep the support page open until I log out. I personally use my laptop and I always lock it when I need to leave for a moment.
What problems is the product solving and how is that benefiting you?
I troubleshoot and implement changes in ACD/IVR. We also handle QOS issues. We provide how-to's on reporting. API troubleshooting for salesforce and Engage. basic set-up, provisioning and troubleshoot on softphones and IP desk phones.
Recommendations to others considering the product:
option to leave the support page open until logout.
One of the worst experiences of my life
What do you like best about the product?
Calls get routed when we send them to your SBC.
What do you dislike about the product?
The setup process was grueling and took longer than any interop I've completed in my professional career. The agents I spoke with were not helpful and overall it seems like no one really knows how to support the product.
What problems is the product solving and how is that benefiting you?
Working from home
Recommendations to others considering the product:
Stay away. It was one of the most difficult implementations I've ever dealt with.
inContact Experience
What do you like best about the product?
Omni-channel routing and easy to understand application
What do you dislike about the product?
its some times difficult to reach the inContact support tech engineer in case of emergency.
What problems is the product solving and how is that benefiting you?
All inContact application related issues, connectivity and network issues
Recommendations to others considering the product:
Omnichannel routing features
Easy to understand the application
Easy to understand the application
This is my personal review after using Nice Incontact.
What do you like best about the product?
The nice InContact interface is easy to use, simple and help link is available on all the page, which makes us easy to get information whenever we have a doubt. The cloud technology environment on the application also make us comfortable to work from anywhere and anytime. The integration feature makes easy to work with other platform.
What do you dislike about the product?
As per my experience pulling report and comparing it is always a hard time to get accurate numbers.
What problems is the product solving and how is that benefiting you?
I solved CxOne related issue, users login issue, create report as per requirement, creating a user in incontact , creating and assigning the skills, create disposition and pulling audio recording.
Working on the Nice incontact makes possible to work remotely and quicker to apply the changes. The application also get update to new feature as the release is roles out.
Working on the Nice incontact makes possible to work remotely and quicker to apply the changes. The application also get update to new feature as the release is roles out.
Recommendations to others considering the product:
It is a good cloud base technology contact center application which is easy to user and comfortable. You also get help link on every page which make you understand better.
Very helpful when it comes to our call center
What do you like best about the product?
The reports are helpful, and clear to see what is happening on the dashboard
What do you dislike about the product?
Uploading calls for outbounds can be more clear
What problems is the product solving and how is that benefiting you?
We are able to track abandonment rate, keep better track of our daily stats. Assist with better reporting
NICE is Nice!
What do you like best about the product?
The quickness we're able to gather and sift through large amounts of data.
What do you dislike about the product?
some of the customization can be difficult
What problems is the product solving and how is that benefiting you?
How to improve our response time and what's causing our teams to transfer calls to other departments
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