NICE CXone Mpower
NICEExternal reviews
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Blue Cloud
What do you like best about the product?
Everything is done from the cloud and available everywhere
What do you dislike about the product?
Not being ale to manage softphone licenses directly. Having to submit a ticket every time is frustrating.
What problems is the product solving and how is that benefiting you?
Managing a remote call center allows us for greater mobility and fexibility
Effective Call Center application
What do you like best about the product?
Advanced functionality, high degree of customization possible
What do you dislike about the product?
Not the most user friendly interface. Reporting elements need to be more flexible and dynamic.
What problems is the product solving and how is that benefiting you?
Call center operations. Dialer functions.
Recommendations to others considering the product:
Effective contact center solution and enhanced dialer capabilities
Reliable Uptime
What do you like best about the product?
I like the lack of downtime when making calls.
What do you dislike about the product?
I do not like the Bulky-ness between windows as an Admin.
What problems is the product solving and how is that benefiting you?
The ability to make calls is easy and clean. Effective outrech to customers.
Recommendations to others considering the product:
Lots of bells and whistles; focus on what you need first and expand from there.
Adam's Review
What do you like best about the product?
I guess it's easy to use. It's nice that it's web-based.
What do you dislike about the product?
The interface is a little questionable at times. It sucks that it plays nicely with IE and not Chrome
What problems is the product solving and how is that benefiting you?
The main benefit is that I can access it at any computer or device as long as I have internet
NICE inContact Review
What do you like best about the product?
being able to set skills and priorities for those skills
What do you dislike about the product?
The reporting is very difficult to get what you want out of it, and hard to learn
What problems is the product solving and how is that benefiting you?
We are able to route different level of customers to different agents very easily
Needs more upgrades to become the perfect system.
What do you like best about the product?
Personal Connection Dialer
InView Reporting
Studio
InView Reporting
Studio
What do you dislike about the product?
We have had some issues with connectivity and dropped calls.
What problems is the product solving and how is that benefiting you?
We were looking to get these items resolved
1) Make more phone calls
2) Get better metrics for the sales floor
3) Improve our customer experience with the customization of call flows on the fly
1) Make more phone calls
2) Get better metrics for the sales floor
3) Improve our customer experience with the customization of call flows on the fly
Great Sound Quality and Excellent support
What do you like best about the product?
Consistency and communication. The support team has answered all questions and has been extremely helpful with everything. I highly recommend a TAM has been worth every penny.
What do you dislike about the product?
I use In-Contact everyday and has zero complaints. At first there was a learning curve because there are some many terms to learn but the support staff has been wonderful explaining questions I'm sure they have answered 100's of times.
What problems is the product solving and how is that benefiting you?
People are getting the calls they are supposed to get.
Pretty Straightforward and simple to use
What do you like best about the product?
inContacts communication. Too often companies try to hide when they have issues. inContact responds very quickly and incidents don't last long at all.
What do you dislike about the product?
Two things:
One thing I don't think is intuitive is the menu to switch between admin/acd/reporting/wfi screens. It looks like you're in the one menu, but there's no indication that clicking on the category will change it. Instead it looks like it's the categories sub-menu even though the menu items are beneath it.
The second thing is that when uploading to the dialer, it seems to have retained all the old files so all new files require a unique name. While this is not a problem and the solution is simple, why is it remembering my old files? These should be deleted periodically and quickly.
One thing I don't think is intuitive is the menu to switch between admin/acd/reporting/wfi screens. It looks like you're in the one menu, but there's no indication that clicking on the category will change it. Instead it looks like it's the categories sub-menu even though the menu items are beneath it.
The second thing is that when uploading to the dialer, it seems to have retained all the old files so all new files require a unique name. While this is not a problem and the solution is simple, why is it remembering my old files? These should be deleted periodically and quickly.
What problems is the product solving and how is that benefiting you?
We have absorbed other businesses and inContact made it easy to set up what we needed for each of the new companies while we took over.
Recommendations to others considering the product:
Drill down into each setting to really see what's available
Very easy tool to use to use
What do you like best about the product?
The integration with Salesforce is nice and robust. Consistent Update to the look/feel of the Agent for Salesforce is nice as well.
Scripting is very cool and easy
Scripting is very cool and easy
What do you dislike about the product?
The support desk doesn’t always know how to fix an issue. Although they escalate the issue sometimes it’s nice to have a solution to the issue at the time of the problem
What problems is the product solving and how is that benefiting you?
Call center - Softphone and Chat integration with Salesforce
The Omni channel features are very robust and nice
The Omni channel features are very robust and nice
Recommendations to others considering the product:
Read information from their support and Knowledge database
Not User Friendly
What do you like best about the product?
The Account Manager option although it should be free of service and not an additional $350 or so extra.
What do you dislike about the product?
The UI is not user friendly. The reporting needs is way to difficult, you have to pay for everything that your business may need for extra such as screen captures, an account manager, changing anything in the script, etc. For this interface, you have to have an account manager just to get the reports you need for your business because trying to pull reports out of this system is a nightmare. All the reports do not match up and even their own account manager has a hard time figuring it out.
What problems is the product solving and how is that benefiting you?
Eventually you do get a good report for your business needs to monitor key metrics such as AHT, Service Level, etc but it takes months and you still have to verify the data because most of the time its inaccurate.
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