NICE CXone Mpower
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User-friendly
What do you like best about the product?
The feature of incontact that I like the best is that it is very user-friendly. I have been using incontact for over a year and even with the updates and changes to the layout of their product it is easy to navigate.
What do you dislike about the product?
I can't say that there is really anything that I dislike about incontact. I have never had any issues with it and like I said above, it is easy to use. This is a great product.
What problems is the product solving and how is that benefiting you?
I use incontact to view my schedule and make any changes to my schedule. I like that I can request a day off or request that my break be at a specific time all within this module. It makes everything very convenient for me.
Recommendations to others considering the product:
N/A
Works well. Operates as it should. Easy to maneuver.
What do you like best about the product?
The simplicity of the operating system is great. The sign in process is simple and straight forward. Transferring, answering and conferencing calls is an easy process.
What do you dislike about the product?
Sometimes the system is a little slow but that could also be an issue on my end. My computer isn't the quickest and that could be the reasoning for the slow system.
What problems is the product solving and how is that benefiting you?
All of my CSR needs are met. The system operates as it should.
Recommendations to others considering the product:
Works well!
Greatest tool for working from home!!!
What do you like best about the product?
I really like how there is no need for a land line connection since nowadays it is rare to find them in homes, making this the perfect tool to perform from home.
What do you dislike about the product?
There is not really I can say I do not like about it, only once I had an issue where I was muted, and the app failed to do so, therefore causing me an embarrassing moment with a client.
What problems is the product solving and how is that benefiting you?
The connection is excellent!!! It lets you interact with your clients just as or even better than a landline or a cellphone would!! Never had I had such experience in a call center job.
Great Connection, GREAT EXPERIENCE !
What do you like best about the product?
In all my years of working on dialers, I can honestly say that this particular one has made my job so much easier! I have all the necessities I need to conduct a consistent professional call with my clients.
What do you dislike about the product?
There is nothing about this product that I can say needs improvement. Cxone doesn't disappoint! I am genuinely pleased.
What problems is the product solving and how is that benefiting you?
With this particular product, it just makes my calls seem so much easier and more professional. The system navigation is easy, especially with cxone. They really make my calls a lot simpler and easier to handle.
Well It has been worth while launching and very helpful
What do you like best about the product?
How the customer can place comments and statements on the app and around the world new technologies being invented and nice cx one is one of the best tech there is now in this time and year and millinium
What do you dislike about the product?
Not all persons can access the site, and they have constant log-in errors occurring when trying to access the site; I would like quicker access if possible at this time, just if your can overview my request.
What problems is the product solving and how is that benefiting you?
that it can assist any agent anywhere across the world customer can sen any feedback, it shows how we generally appreciate the customer's point of view and business
Recommendations to others considering the product:
It it Very Aplicable
Excellent tool to communicate with end users
What do you like best about the product?
Excellent communication tools with end users where we can support them with a phone call or chat with excellent interface and added templates which can be modified.
What do you dislike about the product?
The UI can be imrpoved, and the communication tab should be able to move around should not always be in small vertical size should be adjustable, and correction for chat support can be added
What problems is the product solving and how is that benefiting you?
Helped with chat support to end user's and resolved their query easily to improve our brand and helping resolutions.
Great System
What do you like best about the product?
The feature that I like best would be the mask feature.
What do you dislike about the product?
The only thing I do not like, have an issue with, and disapprove of is the fact that it is constantly disconnecting the agent's leg.
What problems is the product solving and how is that benefiting you?
I use NICE as a softphone for work. There are not any problems being solved. The benefit of having the softphone accessible without the NICE app open in the browser is very nice.
Recommendations to others considering the product:
Great system highly recommended
Extremely easy to operate. Best tool for chat/voice process.
What do you like best about the product?
The best part about NICE CXone is it's speedy and without any time delay of even a microsecond. Whatever you type will reflect in the tool immediately. In contrast, the tool we previously used was having a time delay of a few microseconds which was really inconvenient. Apart from that, the real-time monitoring of the transactions/chats is pretty cool.
What do you dislike about the product?
I do not like the NICE CXone VCC Max that comes as a pop-up window, and we have to work on the window to take chats/calls. It should be something like a separate browser tab instead of a pop-up window because when we click somewhere else on the screen, the window hides. Or it should be like sticky notes
What problems is the product solving and how is that benefiting you?
We solve e-Commerce related problems for the customers. Basically, on chat/call using NICE CXone, we have conversations with the customers and resolve their issues. After switching to NICE CXone, the average time taken to resolve the problem has reduced tremendously. Thank You, NICE CXone!
Recommendations to others considering the product:
1 - Make the NICE CXone VCC MAX sticky on the screen. The pop-up has to be visible all the time.
2 - Improve sound quality, the notification sound when a chat/call comes
2 - Improve sound quality, the notification sound when a chat/call comes
works great!
What do you like best about the product?
I like the way we get calls—one of the best systems I've used.
What do you dislike about the product?
I haven't found anything yet that I don't like at this point.
What problems is the product solving and how is that benefiting you?
ordering products for inbound calls
Easy to use dashboards with clear and accurate information on call queues
What do you like best about the product?
As an employee who uses NICE CXone I enjoy the agent list on my dashboard, it is very accurate and lets me know instantly whether or not my collages are available. This is extremely helpful for my position as a call coordinator as it saves me times by letting me know instantly when someone is open to taking a call or will need to call back
What do you dislike about the product?
There are a few things I think could be greater improved. I'm not sure if this is related to my company, but I do not enjoy the auto-accept for calls when I have the phone linked to sales force. When we were using cisco we would always be given the option to accept or reject a call when needed, now I have to unlink the phone after every call to get an accept or decline option. Overall that is not terrible, but it does add an extra step to my workflow
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
What problems is the product solving and how is that benefiting you?
The greatest benefit NICE CXone has for my team specifically is the queue visualizer in our dashboard. Our team is highly competitive and tries to keep our queue empty with very fast response times. Having that visual on how many calls are in queue, how long they have been in there and the percentage that we reached them within our time limit is helpful to let our team reach is call goals and show our company numerically that our team is the best.
Recommendations to others considering the product:
Wonderful phone system and dashboard for fast-paced professional workplaces that require phone systems and queues for workflow
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