NICE CXone Mpower
NICEExternal reviews
1,706 reviews
from
and
External reviews are not included in the AWS star rating for the product.
incontact
What do you like best about the product?
I like that it allows you to see exactly how many calls are in each queue, provides you w/wait times.
What do you dislike about the product?
The inability to select and see specific calls. At the minimum should be able to queue a specific queue for the next call to come thru.
What problems is the product solving and how is that benefiting you?
The ease of access is great. This has allowed a quicker transition between new hires and long time employees.
Recommendations to others considering the product:
Great system but there are learning curve for users. Once that is done good system for calls. The ability to remove skills in supervisor mode is very useful especially if someone on the team has to call out sick, this allows for continuation of services even when we're down a person.
Contact Center Software for the Modern Call Center
What do you like best about the product?
I enjoy using NICE inContact for my team! It is easy to configure and includes a ton of features out of the box. It allows us to run our call center efficiently. I love the tools available for reporting, including the custom features. I also like the ability to live monitor calls as they are taking place.
What do you dislike about the product?
Sometimes the functionality would go down, but the team was quick to respond.
What problems is the product solving and how is that benefiting you?
Outbound campaign dialing, reporting features, quality recordings
Recommendations to others considering the product:
Explore all features so that you are getting the best use of the product; ask lots of questions and be involed
Easy to use Product
What do you like best about the product?
The ease of use. Products are pretty intuitive and user friendly.
What do you dislike about the product?
Customer service has been hit or miss. When completing a new implementation of a point of contact we had a lot of miscommunication and misunderstanding about timing, expectations and missed a deadline because of it.
What problems is the product solving and how is that benefiting you?
The product has allowed us to improve our contact center operations by giving us one platform for all media types. It has also enabled us to work from anywhere on any device and given us some redundancies.
Recommendations to others considering the product:
This system offers a holistic approach to contact center management suites, allowing for ease of management, in a user friendly way.
IN CONTACT REVIEW
What do you like best about the product?
The simplicity of using the program is what i appreciate the most!
What do you dislike about the product?
Not much to dislike in my opinion. Software works great!
What problems is the product solving and how is that benefiting you?
USPS employees call us and we troubleshoot all kinds of issues with their laptops and scanners.
Recommendations to others considering the product:
Great product!
Powerful platform - lacking clarity and support
What do you like best about the product?
Studio flexibility is the best feature top of the list.
What do you dislike about the product?
support its been somehow always behind, communications are not all the time clear and expectations are always impacted.
What problems is the product solving and how is that benefiting you?
Integration with multiple platforms and call flow flexibility.
Recommendations to others considering the product:
check the scripting solution, so far, in my experience is one of the best out in the market
Switched from another service provider, we went back. Terrible experience
What do you like best about the product?
There is honestly not too much I have been happy with Nice in Contact.
What do you dislike about the product?
Switching to this company has cost my business partner a ton of money in the last 6 months. We have had constant problems with connectivity, incorrect setup of our accounts by our onboarding rep, poor customer support with long waits between responses.
If you plan on using a VOIP setup, this is not the company you want to use. We had our agents getting kicked out of the system constantly. After months of attempts to get this fixed we were told our agents need to log out after every 2 phone calls... Not feasible for a company doing 10,000+ phone calls a month...
If you need to order a number to use it takes up to five days to receive. We have had instances where it has taken over 7 days to receive. Something that was not mentioned once we signed our contract.
We are canceling our services with this company. The contract states that you can get out of the contract "for cause".
Once we submitted our cancellation and requested a full refund, we were told we had to pay the remainder of our 2-year contract. Totaling over $55,000 when we gave over 10 different specific issues as to why we were leaving. You cant run a business on a software that doesn't operate as it was sold to us.
Granted we do have a unique setup in our business so this company may be right for others but we spent hours during our sales calls going over every detail we could to make sure we were making a good move and unfortunately we were not given the product we were sold.
I don't typically post reviews and I am only doing this one to let others know to do their homework and hopefully get a response on our cancelation progress as its been a few weeks now.
If you plan on using a VOIP setup, this is not the company you want to use. We had our agents getting kicked out of the system constantly. After months of attempts to get this fixed we were told our agents need to log out after every 2 phone calls... Not feasible for a company doing 10,000+ phone calls a month...
If you need to order a number to use it takes up to five days to receive. We have had instances where it has taken over 7 days to receive. Something that was not mentioned once we signed our contract.
We are canceling our services with this company. The contract states that you can get out of the contract "for cause".
Once we submitted our cancellation and requested a full refund, we were told we had to pay the remainder of our 2-year contract. Totaling over $55,000 when we gave over 10 different specific issues as to why we were leaving. You cant run a business on a software that doesn't operate as it was sold to us.
Granted we do have a unique setup in our business so this company may be right for others but we spent hours during our sales calls going over every detail we could to make sure we were making a good move and unfortunately we were not given the product we were sold.
I don't typically post reviews and I am only doing this one to let others know to do their homework and hopefully get a response on our cancelation progress as its been a few weeks now.
What problems is the product solving and how is that benefiting you?
We had integrated the texting option into our system but ultimately we had to cancel our services.
I contact review
What do you like best about the product?
The capabilities and flexibility for being a SaaS provider.
What do you dislike about the product?
That it doesn't integrate into Skype for business fully.
What problems is the product solving and how is that benefiting you?
Skype for business not having an ACD solution
Seemless movement into several centers.
What do you like best about the product?
Our organization prior to moving to Nice-inContact relied on each individual outsourcer to ensure availability of circuits and obtaining phone numbers. After the transition, we were able to achieve this on a unified platform.
What do you dislike about the product?
Outages of any kind. Because we are using this as the single platform, any outage is critical to our business.
What problems is the product solving and how is that benefiting you?
Cross functional skilling/routing along with significant marketing gains through the inView product.
Recommendations to others considering the product:
If you are in the market for a stable, unified system for multiple contact centers... Look no further, this is a product for you. There is never a perfect tool, however this tool set provides the flexibility to adjust to several use cases.
InContact Review
What do you like best about the product?
Nice InContact is very easy to navigate through. It shows you what each employee is doing at the moment and it keep tracks of pretty much everything.
What do you dislike about the product?
The thing I dislike is that some calls take about 30-2 hours to download so we can review them. So for instance if we need to review a call right away we do not have the ability to do so.
What problems is the product solving and how is that benefiting you?
Coaching opportunity on breaks, lunches, and calls.
Sono Bello Supervisor using Incontact
What do you like best about the product?
It is quite easy to use and easily laid out. I have seen the uses from an agent perspective and a supervisor perspective.
What do you dislike about the product?
The Supervisor Max is very difficult to use and does not like to stay on contacts. Also, I have come to notice that the agent leg for that disconnects quite often.
What problems is the product solving and how is that benefiting you?
The benefits of incontact are things like pulling contacts, agent login times, their activity, plus it integrates well with our inview.
Recommendations to others considering the product:
It is a great software to use. I do recommend utilizing each of its options when it comes to an admin ability. There is a lot it has to offer.
showing 1,481 - 1,490