NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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great
What do you like best about the product?
access phone, call usage time, create time control
What do you dislike about the product?
The solution enhances the performance of personal skills that are difficult to train,
What problems is the product solving and how is that benefiting you?
"allows companies to add custom applications, such as digital channels,"
Recommendations to others considering the product:
You can remove the notification sound through the settings.
User friendly
What do you like best about the product?
I really like that InContact is so user-friendly. And, the layout is very nice - plus you can customize your dashboard the way you want it. I also like how you can pull up specific detail on each employee, based on their daily status changes they've made, throughout the day.
What do you dislike about the product?
The skilling of customer care advocates is a little tricky.
What problems is the product solving and how is that benefiting you?
We are able to access metrics very easily with inContact.
Recommendations to others considering the product:
Very user friendly and the layout is customizable and easy to format.
Easy to Use but Challenging to Implement
What do you like best about the product?
The call analytics, the reporting, and the screen record are amazing.
What do you dislike about the product?
the call connection can be tricky (dropped calls)
What problems is the product solving and how is that benefiting you?
QA quality has improved as we can now see what team members are doing when assisting callers. In some cases, they proved what we knew to be true before go live with this product, and in other cases, we learned exactly why team members were struggling to provide good service.
It´s a nice software, i can make anything i want.
What do you like best about the product?
The liberty. I have the opportunity to make changes and have good conversations with clients.
What do you dislike about the product?
Nothing. Today Nice supply all my necessities.
What problems is the product solving and how is that benefiting you?
I had problems to contact my connections before nice, now it's solved.
Recommendations to others considering the product:
A terrifying way to contact you clients and partners. I surely recommend Nice CXone. If you have problems you can contact them;=, they´ll give the attention you need to solve your questions.
NICE CXONE Review
What do you like best about the product?
Notified when outages
Reporting metrics
Reporting metrics
What do you dislike about the product?
-IVR setup process
no technical support
no technical support
What problems is the product solving and how is that benefiting you?
call categorization / reporting by client
customizable reporting
customizable reporting
Efficicient and Effective
What do you like best about the product?
I use NICE daily and like how it is efficient and effective it allows me to pull individual reports as needed and to monitor my team as a whole
What do you dislike about the product?
NICE lags some times and locks users out of the system when it goes down, hard to manage
What problems is the product solving and how is that benefiting you?
Time management with my team, monitoring phone calls and prosuctivity
NICE CXone is a valuable tool for the modern workplace
What do you like best about the product?
CXO is extremely helpful as a softphone for customer support & call center environments. Its call forwarding & call conferencing features are far easier to use than anything I've come in contact with in the past!
What do you dislike about the product?
The only issue I've had with the software is that it's (for our systems anyways) available primarily as a web browser window vs. actual PC software. That generates some trouble for me since it becomes difficult to keep up with calls without browser windows like Chrome having any features available to pin my CXOne browser window to the front of my desktop.
What problems is the product solving and how is that benefiting you?
I've been able to successfully log calls, follow up with customer accounts, and complete virtually everything needed to perform my role as a customer support representative.
Recommendations to others considering the product:
Consider what your company requires to be successful in the realm of telecommunications. If there are a large number of remote workers or personal equipment that may be necessary to tackle the inbound call center needs of your organization, consider NICE one of the very best!
NICE
What do you like best about the product?
The phone system is very straightforward to use
What do you dislike about the product?
The fact that you can't use 'ENTER' to dial
What problems is the product solving and how is that benefiting you?
Able to call out to our clients and able to accept incoming calls and chats
Simple and easy to understand, with various useful features.
What do you like best about the product?
The ability to connect to launch max very quickly and simply.
What do you dislike about the product?
There isn't much in which I dislike, however, if I had to say it would have to be the occasional system errors which occur from time to time.
What problems is the product solving and how is that benefiting you?
To be able to connect and accept calls with my occupation.
Recommendations to others considering the product:
To ensure to get down the material first and to understand the functions clearly before using it.
Great multichannel app
What do you like best about the product?
All of the reports available and all options to create a custom report, InContact really covers all alternatives. All dashboar widgets are very useful and can be customized wich make it easier to have a broader view of operations. The supervisor console works great and really provides all options to monitor agents, the "barge" option is one of my favorites because you can keep the agent on the line and continue over a phone call, that works great for coaching opportunities.
What do you dislike about the product?
At ocassions it's hard to connect the soft phone through the supervisor console, it can take a couple of tries for the soft phone to be connected succesfully. The widgets available on the dashboard are very useful. However, when it comes to the "Agent List" widget, it would be very useful if it had a "sort" option on the headers, that way it can be soarted by state or time and I could keep a closer track of the unavailable statuses. Also, on the "Agent list" widget, would be a great option to have the option to highlight an agent that has exceeded an specific time code, according to the company's policies. It would be great to have a "Bradcast" option, so in case we have an urgent message it can show up as a pop up on the agents profile, making it almost impossible for the agent to miss it.
What problems is the product solving and how is that benefiting you?
Occasional downtime
Recommendations to others considering the product:
Go for it!
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