NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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Uptime is fantastic with solid support.
What do you like best about the product?
Highly reliable contact center and terrific support availability.
What do you dislike about the product?
Reporting and intuitiveness could be better.
What problems is the product solving and how is that benefiting you?
We're able to analyze and improve agent efficiency, identify service bottlenecks and triage to success. Greater transparency with our agents.
Overall a very good system. MAX is a great upgrade to the NICE product
What do you like best about the product?
Ease of training new staff on using the system, and the stored contacts/address books.
What do you dislike about the product?
Now that we are using MAX things are working much better. The old Thin Agent would have constant interruptions, slow downs, and more issues.
What problems is the product solving and how is that benefiting you?
the system helps us efficiently answer calls, and track how the call was handled (dispositions)
Recommendations to others considering the product:
I am not sure.
Very basic product
What do you like best about the product?
Being able to make customized dashboards.
What do you dislike about the product?
Pre-built categories and dashboard widgets don't make are sense. Would like to able to customize more.
What problems is the product solving and how is that benefiting you?
Honestly nothing. To me, it's a very basic product.
Recommendations to others considering the product:
It's really just a basic product
Great but frustrating.
What do you like best about the product?
I love the cloud solution as it is easy to ramp up new additions in no time.
What do you dislike about the product?
It is very difficult to get subject matter experts engaged even when there is any production impacting events going on.
What problems is the product solving and how is that benefiting you?
We are utilizing nice incontact to solve all of our contact solution challenges. It works well!
Recommendations to others considering the product:
It is frustrating at times to get subject matter experts engaged even when there is a production impacting event.
Love this software
What do you like best about the product?
It is nimble! I can completely customize it to my call center needs. I also have anb account manager that is very engaged and helpful. She always wants to know how she can help!
What do you dislike about the product?
I would prefer the interface graphics to be a bit more modern. I would also like more training on the prebuilt reports that are available to me.
What problems is the product solving and how is that benefiting you?
We need to be able to handle 3 lines of communication with our customers. We use inContact now for Calls, Chats and emails! All comes to the agent in 1 queue. I was able to consolidate 3 vendors into 1 and have lots of data to track perfoemance along the way!
Recommendations to others considering the product:
Professional Services Partner Alliance
Quality software you can count on.
What do you like best about the product?
Simple to use and reliable. The system works as it's supposed to.
What do you dislike about the product?
Overall, great, but the support is expensive if you don't take their ongoing plans.
What problems is the product solving and how is that benefiting you?
Remote workforce, tracking, and reliability
Recommendations to others considering the product:
Yes.
Unclear billing and will not work with you
What do you like best about the product?
I found that there were nice people along the way that assisted with customer service and issues we had. I also appreciated the TAM and how helpful they were.
What do you dislike about the product?
I disliked how we were a smaller company and therefor given a third party implementation partner through Nice in Contact, instead of Nice in Contact themselves. We were also sold line items that we were told would work in the layout we purchased, only to find out during implementation, that they did not.
What problems is the product solving and how is that benefiting you?
The main issue was with billing and the invoices. We spent several hours over several months just to get the reimbursements for the items we were sold and didn't work. In addition to that the "usage charges" for the phone calls was very unclear and no report could be pulled by the customer to prove what tier the calls were coming from. When we asked Nice in Contact to create one for us, we were told no. The only thing they could tell us was that it was programmed into their billing automatically and there was no way for them to tell us what call, from what carrier called and how/why we were being charged.
Great all around company for contact center
What do you like best about the product?
Ease of developing IVR/ACD and integrations with other products. We have been an inContact customer for years, and while there were definitely bumps in the road they seem to have figured things out and built a flexible product that can work for any size company
What do you dislike about the product?
Some of the integrations are a bit disjointed, like inView and WFM products, and would like to see things morph into one big ecosystem for easier management
What problems is the product solving and how is that benefiting you?
Integrating our contact center with other business tools like Salesforce allows us to have a single pane of glass for agents in the contact center that work together.
Recommendations to others considering the product:
inContact can be as simple or as complex as you want to make it. It's flexibility makes it a good product for any size company
Data engineer review
What do you like best about the product?
API interface is actually pretty good, we almost never get errors as data extracted is in a predictable format. Reliable pipeline, and that comes down to a good source, so thanks.
What do you dislike about the product?
API documentation frankly looks like a mess, there are tools that generate beautiful documentation that is a little easier to read. Also, docs seem to be written with somebody who knows about inContact's internal structure in mind, but I'm just a data engineer who had to get data, so it was kind of confusing. Might be worth it to try to figure out how common I am as a use case, if you're interested in improve your docs.
What problems is the product solving and how is that benefiting you?
I'm getting data into our data warehouse for our analysts to work with.
Recommendations to others considering the product:
Read the documentation.
If you run a Contact Center you need InContact
What do you like best about the product?
I like how intuitive it is to use. Whether it's Max or reporting & dashboards, everything makes sense and has a very short learning curve. I can quickly and easily get the information I need to make good decisions and effectively manage my department. I also appreciate the top notch level of support I receive when I do have questions or want to explore additional products and services.
What do you dislike about the product?
The base call quality & monitoring functionality is really awful. I basically can't do anything meaningful.I also would like to see dashboard functionality that focuses on abandon rate similar to how it does with service level.Lastly it would be great if you could construct reports and graphs similar to what you do with pivot tables.I have to download the info and then create the reports from scratch in Excel.The other issue I have is that many of the KB articles/resources are old and out of date.
What problems is the product solving and how is that benefiting you?
Using it to look at historical call volumes and then forecast future traffic.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
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