NICE CXone Mpower
NICEExternal reviews
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All interactions I have had are always very professional and helpful
What do you like best about the product?
IT department is very prompt and kind. I really appreciate the monthly update meetings that are scheduled with Bob, very informative.
What do you dislike about the product?
Honestly can't think of any, a very forward thinking company and has great communication
What problems is the product solving and how is that benefiting you?
Streamlining all contact with my agents and I am able to pull great reports
Very hard to make changes without help
What do you like best about the product?
I like the dashboards and the ease of moving staff members to different skills. Also the ease of listening to call recordings.
What do you dislike about the product?
It’s very difficult and expensive to make scripting changes.
What problems is the product solving and how is that benefiting you?
I have a fantastic TAM, however sometimes our scripts don’t run how I want them to.
Recommendations to others considering the product:
Very expensive to get help. The system is pretty easy to use once it’s set up but the costs are very high
Great Experience
What do you like best about the product?
We always receive quick and exceptional support from our TAM.
What do you dislike about the product?
NICE IEX has a lot of steps that I feel could be condensed or made simpler.
What problems is the product solving and how is that benefiting you?
Calls route through properly, scheduling is much easier, forecasting is more accurate, Engage screen recording option has been very beneficial in helping us coach our employees.
Recommendations to others considering the product:
n/a
Omni Channel Success for a Start-up
What do you like best about the product?
Nice InContact was able to easily integrate with our current platform. One of the features that I like best is that for outbound campaigns the technology that is used reduces/eliminates the lag time before the call is transferred to an agent. This helps us create a better member expereince, but connecting to an agent immediately on outbound campaigns.
What do you dislike about the product?
Out of the box reporting could be more robust for agent productivity. There is also an opportunity for Incontact to archive previous chat support interactions, so they can be referenced in the future if a similar problem happens again. This would reduce the time needed to explain the situation again, and the steps used to resolve the problem.
What problems is the product solving and how is that benefiting you?
Our company works with multiple customers, and product and service types. The software makes is easy to skill agents properly for products and priorities. The software also allowed us to integrate chat functionality for the team, which improves the member experience and channels of communication.
Easy to use with a good graphical interface. The software integrates with Salesforce very well.
What do you like best about the product?
Simplicity. The software is fairly easy to use for most call center agents. The software is reliable and integrates with Salesforce very well.
What do you dislike about the product?
The customer support for InContact is not as helpful as we would like.
What problems is the product solving and how is that benefiting you?
Dialing campaigns in Salesforce and having our call center agents contact thousands of people every day.
Recommendations to others considering the product:
A great contact software that integrates with Salesforce. The software provides easy to use features and allows agents to quickly service marketing campaigns.
Cloud Contact Center Solution
What do you like best about the product?
The robo-dialer is what I like best, as we can schedule callbacks to inform customers about repetitive issues.
What do you dislike about the product?
The main issue is that I do not have full control over logged-in agents, to place them in whatever status I wish.
What problems is the product solving and how is that benefiting you?
iContact allows us to solve the workforce issue and also the inbound call issues, as we are able to see just how many calls are hitting the cue on a daily basis, the number of agents needed, agent availability, and productivity.
Recommendations to others considering the product:
Contact the team to see if this software is right for you, in most cases it really is.
InContact System
What do you like best about the product?
I love the reporting features. It is essential to a call center director to understand what is going on in the call center.
What do you dislike about the product?
I dislike how convoluted the custom reporting can be.
What problems is the product solving and how is that benefiting you?
I love the real time and how seamless it has been with our spice integration CRM. I love the ease of access and the recording feature.
Manager of Customer Experience
What do you like best about the product?
We have a dedicated Technical Account Manager who is fantastic! HE is very helpful with providing solutions to any issues, and has amazing follow up.
What do you dislike about the product?
I don like calling in to the general help desk. I understand that they are troubleshooting, but it is a very painful process.
What problems is the product solving and how is that benefiting you?
We are solving issues with speed to answer, abandoned calls, and also gaining voice of customer through post call surveys.
Recommendations to others considering the product:
When setting up have someone who knows something about call centers involved. We did this from scratch, not knowing anything about how it worked, it was slightly painful. Pay for the in house training, and the TAM, it is well worth it.
InContact allows us to support over 100 festival clients that need support for their customers.
What do you like best about the product?
The UX, user interface is very easy to navigate, update and configure.
What do you dislike about the product?
Reporting can only pull data for 3 month increments
What problems is the product solving and how is that benefiting you?
I see the capabilities as very useful in that we're able to update IVR settings in InContact Studio at any moment's notice
NICE is nice for your business
What do you like best about the product?
I enjoy the ease of modifications that can be done on the next system.
What do you dislike about the product?
there are parts where you cannot modify for instance the contact history that's green I want to be able to make it bigger but unfortunately i cannot.
What problems is the product solving and how is that benefiting you?
I have been able to have my agents know exactly where they need to be in regards to their statuses and time they have taken on every call.
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