NICE CXone Mpower
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Incontact Experience
What do you like best about the product?
The customer service of Incontact is what stands out the most. Very reliable and always answers my pertinent questions when in need of assistance.
What do you dislike about the product?
From time to time there are occasional issues when a call is being routed and the only fix is to clear the contact even when calling customer service. After the change to Nice Incontact, it doesn't happen very often but it is still a problem.
What problems is the product solving and how is that benefiting you?
None.
Recommendations to others considering the product:
It's great to do a trial if possible to see if it meets your needs and with the new features the NICE Incontact has to offer, it does help make things a bit easier despite it being a little harder on the eyes at times or just takes getting used. When it works correctly like it's supposed to, it is a great piece of software that really meets the basic requirements for operating a call center. I would advise to utilize the help feature from time to time as there is always something new to be learned and it greatly helps both knowing the product. Of course, there will be things that are hard to grasp but when you call the customer service hotline for assistance, they will answer any questions they have and I"m thankful for that.
inContact Platform
What do you like best about the product?
supervisor view, is very handy to refer to for a quick overview of all your agents within the platform.
What do you dislike about the product?
By now I would think that NICE inContact would have developed an app for supervisors and Admin staff, this would make life easier than the web interface.
What problems is the product solving and how is that benefiting you?
we use the system for our Telephony, the benefits are real time stats and the changes we can make on the move.
Recommendations to others considering the product:
Pay great attention to detail, Some technical teams, miss the people on the ground when designing these solutions, but if they are included from day 1 the implementation goes smoother. Listen to the users.
Usability and Support
What do you like best about the product?
The analytics and reporting functionality is great.
What do you dislike about the product?
The service and support is not great. They are extremely delayed in getting back to you. I felt that we were oversold during the sales cycle and now the Operations team is left holding the bag for features that they are not able to support and cannot commit to a delivery timeline on. An example of this is the basic functionality between a support org being able to effectively run Chat, Email, Phone support with agents and having the ability to effectively prioritize and switch between channels.
What problems is the product solving and how is that benefiting you?
Real time insight into call data and analytics.
Recommendations to others considering the product:
Do your due diligence to ensure the out of the box features work for your needs.
My experience had been hit and miss
What do you like best about the product?
What I like best is that it has the potential to be a great product. It we have been lucky to have good people in our corner like Nica, Lisa and Derek. With out them we would have been very lost.
What do you dislike about the product?
The customer service portal. I think it has to be the worst portal I have ever navigated. Then once you get a tech they ask you for logs, so I grab them. Then I get a new tech and he ask for logs. Then I do a WebEx and show theM the issue and send the m the logs. Then I get a new tech and he ask for logs. How may logs do you need. Also I am in the IT engineering world. I have never ask my clients for logs.. I can pull them from my product myself.. why can’t they. It just feels like I am being tossed around. I just want one tech that can actually get me what I want. Another thing when a ticket goes to a BUG, why do I have to Lose all visibility of this ticket. I don’t think that’s fair.
What problems is the product solving and how is that benefiting you?
The major issue I would say we need to work out is the interrupted emails. They cannot log out in the SF DC agent if they have a interrupted email. If we force log them out it puts the case back in the queue and gets circulated again. This is the most frustrating process. I would love a fix for this. Maybe not interrupt the email but Park it in their queue.
Some Data Challenges but overall a good company to work with
What do you like best about the product?
The quick replies when there are tech issues is really helpful. Being able to schedule time with a SME to help optimize tools is something I've found very useful. The help tools for Nice IEX are fantastic and i utilize them all the time.
What do you dislike about the product?
I dislike that some of the data is fuzzy. It's very difficult to explain email data points. When i call support to place a ticket i don't want to stay on the phone while the tech figures out the issue. Some times a ticket can sit there for 3 days without being responded too. I wish the "real time" dashboards and Nice IEX "intraday report" were truly real time. When there's a 15-45 minutes delay in updated data, it's very difficult to make real time adjustments to ensure coverage.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
What problems is the product solving and how is that benefiting you?
Nice InContact has helped with automating work, creating efficiencies, more visuals on the day to day to be able to make shift adjustments. Being able to pull many levels of data from campaign, to skill, to CSR, to team level is fantastic.
Incontact Warrior
What do you like best about the product?
Supervisor mode is amazing and has benefited me a ton.
Really easy to adjust the skills of my analyst.
Really easy to adjust the skills of my analyst.
What do you dislike about the product?
Reporting could be a bit better and simpler for creating dashboards and what not.
What problems is the product solving and how is that benefiting you?
Tracking our agents status through the day without InContact would be impossible.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Recommendations to others considering the product:
This tool is a staple for our company. It would be hard not to use this tool on a day to day basis.
This should be a strong tool for any call center/Help Desk related work environment.
This should be a strong tool for any call center/Help Desk related work environment.
Pretty good application, when it is working.
What do you like best about the product?
The dialer feature is great and the ease of use of the application. Easy to dial and to use any phone number to connect and pick calls. The whisper calling is a neat feature, as well as call scheduling, for future call backs. Like the call recording feature but listening can be a little problematic.
What do you dislike about the product?
Dislike the fact that this is not natively installed/integrated into Dynamics CRM. The use of USD makes it difficult to determine the failure of USD from the application. This is important since users will not like to be logging into multiple application hence not using the inCentral application.
Difficult to configure for other departments. This application is rather difficult to setup espcially for on-premises Dynamics CRM.
Difficult to configure for other departments. This application is rather difficult to setup espcially for on-premises Dynamics CRM.
What problems is the product solving and how is that benefiting you?
Call Center
Recommendations to others considering the product:
Get a good implementor
Nice inContact is useful
What do you like best about the product?
I like the Studio layout and the graphic interface.
What do you dislike about the product?
Trying to create reports is challenging, trying to figure out which templates show which fields.
What problems is the product solving and how is that benefiting you?
We are trying to set up phone surveys, which works great except for reporting.
Endless Custom Options
What do you like best about the product?
NICE Incontact provides countless custom options when it comes to our phone system, they have been able to handle any custom request when it comes to setting up our clients experience and providing our agents with the tools to assist our clients all while providing the company with the proper reports/KPIs.
What do you dislike about the product?
Some of the setup/backend settings can be convoluted, have to have support make a lot of changes but they are very easy to work with.
What problems is the product solving and how is that benefiting you?
Our agents are able to be more efficient and our average handle time has decreased. It has created a better culture in our call center and our call center agents have easy access to their KPIs.
Nice inContact directs all our communication
What do you like best about the product?
My company enjoys the ability to have hands on to control our voice, email, chat, sms and email communication with our customers. The system is set up so we can easily make changes when needed. The great thing is Nice inContact is always there to help when we have questions.
What do you dislike about the product?
There are a few glitches with different skills working together and we have great support through NICE inContact to quickly resolve it and a few times it can take months for a fix when we have to wait for an update.
What problems is the product solving and how is that benefiting you?
One system to manage inbound and outbound voice throughout the company. The same system is available for emails, SMS, Chats and voice.
Recommendations to others considering the product:
Take enough time to learn the product and establish a good foundation of knowledge and trouble shooting. Learn all the features and how they can improve customer service, employee engagement and your business. It is a full package that meets all these needs.
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