NICE CXone Mpower
NICEExternal reviews
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Nice in Contact is nice but it could be nicer!
What do you like best about the product?
Offers a lot of robust features such scheduling and reporting. Many of these were lacking in other products but this makes it easier and allows us to move away from spreadsheets.
What do you dislike about the product?
Their support model is lacking. Some individuals during the implementation process were very helpful but the seems to be a lot of disconnect between the various members of support. Hard to track updates or just pure lack of engagement from support side.
What problems is the product solving and how is that benefiting you?
Improving customer support interaction through email, phone and chat.
New customer - tool not living up to expectations
What do you like best about the product?
I like the amount of reporting options available in the Nice Incontact world. Between their own dashboards as well as Inview.
What do you dislike about the product?
Right now, this is a very long list. Lots of product bugs/flaws, poor design on certain items, constant troubleshooting, difficult to customize, WFM is very laggy and slow. It is not easy to templatize and we have doubts about the forecast tool and feel like it is severely flawed. Nice InContact support at times is hard to reach (even before remote environment), and when they are reached, there tends to be a lot of double explaining the issue. Either they don't research the question well enough, or just don't read or understand it. They close out tickets to be assigned to "known issues" or bugs. When this happens, the customer will not receive any more updates on this issue as the ticket becomes an internal ticket and there is no insight for the customer. And if you use Inview, you submit a ticket to Nice, who submits a separate ticket to Inview, which the customer cannot see, so it's tough to get updates there.
The overall UX looks old and could use updated. The support portal tends to run slow and I run into login loading issues often. Studio and other features are not compatible with Mac (and a sales issue here, but this was not told to us until we were far into our implementation).
The overall UX looks old and could use updated. The support portal tends to run slow and I run into login loading issues often. Studio and other features are not compatible with Mac (and a sales issue here, but this was not told to us until we were far into our implementation).
What problems is the product solving and how is that benefiting you?
We were attempting to bring an all in one case routing system that includes chat, email, and phone, workforce management, and reporting tool. The benefits have been low so far, the amount of extra work that has gone into the implementation has been an incredible time drain.
Great system, small learning curver, little pricey
What do you like best about the product?
The platform is pretty straight forward for the skill, user, POC, etc management. It also is flexible to meet near all needs. I love that we do not need a person from inContact (or partner) to take care of any little thing and we can be pretty self sufficient.
What do you dislike about the product?
Reporting. Woof. This is a little disappointing. Canned reports (for our environment) are not good. Custom reports are much better and work fairly well. There are some functions or data points that are not able to be reported outside of APIs, such as a transfer does not count as a transfer for email. It does for chat, phone, voicemail, but not email. That design was a bit short sighted. InContact does a good job of listening to the community and communicates things that will be on the road map for development.
What problems is the product solving and how is that benefiting you?
We had nearly a 7% reduction in our staffing needs because the system is much more efficient than our previous. Flexible for remote employees which we now have a few of.
Recommendations to others considering the product:
Have a good structured plan to execute for implementation. A strong implementation will do wonders long term.
Incontact Review
What do you like best about the product?
I like the interactive dashboards. They help a lot in monitoring our analyst to keep them on track.
What do you dislike about the product?
How Incontact MAX retains previous subjects in the subject line when sending emails
What problems is the product solving and how is that benefiting you?
Keeping an eye on multiple analyst to know when they need to be assisted.
Recommendations to others considering the product:
Excellent product, however it can be a little cumbersome with dropped calls and hung contacts.
Overall good experience
What do you like best about the product?
Dashboards! I love that I can customize my own Dashboard data and have made several Dashboards for my organization - providing a bigger picture Dashboard for the executive team or very specific analyst/inbound call data for the call center managers.
What do you dislike about the product?
This is more likely specific to my organization and the other tools we are using, but our CRM is not connected to InContact, so no data between inbound calls and the CRM are shared nor automated. More could be done with this but I believe Incontact DOES have the capacity, we have simply failed to invest into making them work together for more efficiency. MAX is ok but not my favorite tool ever. It is nice and clean but some items like Agent availability I wish were a little more accessible for the analysts to see what is happening with the queues without so many additional clicks.
What problems is the product solving and how is that benefiting you?
Inbound call management is easy to configure/setup. User management is well done. If anything, I get TOO MANY notifications when something is not working or down. The support team really has a pulse on what's going on in regards to the servers.
Recommendations to others considering the product:
Best support I've received compared to all the other routing systems.
Modern Day Call Boards
What do you like best about the product?
The able to customize your call boards and other features.
What do you dislike about the product?
It looks like there is an issue with sending documents around half a GB.
What problems is the product solving and how is that benefiting you?
N?A
Really bad
What do you like best about the product?
This software is quite helpful when working. These features are very helpful when working:
- Call Scheduling
- Dialer
- IVR
- Call waiting
-Call Recording
- Call Whispering
- Call Scheduling
- Dialer
- IVR
- Call waiting
-Call Recording
- Call Whispering
What do you dislike about the product?
- Calls hang in the middle of conversation
- Screen freezes very often; sales reps have to restart machine several times in a day
- Duplication of calls
- Not hearing customer
- Screen freezes very often; sales reps have to restart machine several times in a day
- Duplication of calls
- Not hearing customer
What problems is the product solving and how is that benefiting you?
Call center
Recommendations to others considering the product:
Might be a great software but no good vendor to implement for businesses using Dynamics CRM.
Great Data collecting and Queue management system
What do you like best about the product?
The options around data collection for types of calls/emails/chats is awesome. It's great to be able to run reports to get the data we need quickly.
What do you dislike about the product?
Data collection is delayed, you can show it within seconds but the reports have to wait till next business day.
What problems is the product solving and how is that benefiting you?
We are constantly trying different ways to improve our customers experience in the way we handle our queues, InContact allows for those changes quickly.
All In One
What do you like best about the product?
I like that there is consistent improvements to the system with the quarterly releases. In addition I appreciate that you can pay for an all in one suite. Technical Support is usually pretty solid and responsive even if you're not paying for a higher level of service.
What do you dislike about the product?
While you can get everything all in one, the additional cost can add up for add on (WFM, trancribed calls, etc). Until we paid for a TAM, it was hard for us to get assistance with projects that we wanted to work on (new call flow, SMS, etc).
What problems is the product solving and how is that benefiting you?
We are working to add SMS and update our call flow to reduce inbound calls. We need to leverage the technology as we are a growing company. So far our call volume is growing with our business, but we need to leverage InContact so our call volume doesn't keep growing as our business does.
For contact centers the software just works
What do you like best about the product?
That it is in the cloud so we know we have a large team supporting us and it's not just on our small internal team. It is also easy to have a centralized solution for almost all customer communication. Configuration to our business needs and access to integrate external systems are also easy with the use of studio.
What do you dislike about the product?
Cloud is some of the time a double edged sword. When there is an issue you are reliant on an external team, so as an IT person it feels strange to not be able to dig into all of the details. Cost is also a factor as it's not the cheapest solution out there, but my experience says you get what you pay for.
What problems is the product solving and how is that benefiting you?
A centralized solution for customer communication regardless if it's text, chat, email, or phone calls. Allowing the entire business access to understand call routing as we allow the business to dictate the call flow by them specifying how t
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