NICE CXone Mpower
NICEExternal reviews
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works very well and helps with all my needs on this
What do you like best about the product?
the overall experience and easy using it
What do you dislike about the product?
nothing its great and works very well love it i love how it works for me and helps out with over all experience
What problems is the product solving and how is that benefiting you?
helping with my overall stats on my career and works on my call performance i would recommand to any one to use this
Recommendations to others considering the product:
i think anyone who uses this should love the over all company on what there doing and too see for your self how good it works
Best System of the Call
What do you like best about the product?
It is excellent for communicating within the company and outside the company.
With NICE, I don't need to keep putting card numbers before making a call, and I wouldn't say I like having to put +55 in front of every number in every call.
It is effortless to use with labels on buttons and where they are needed. The audio is unmistakable and well heard. I have never had an issue with crashing or running slow.
In general, it is beneficial for our job performance.
With NICE, I don't need to keep putting card numbers before making a call, and I wouldn't say I like having to put +55 in front of every number in every call.
It is effortless to use with labels on buttons and where they are needed. The audio is unmistakable and well heard. I have never had an issue with crashing or running slow.
In general, it is beneficial for our job performance.
What do you dislike about the product?
However, I feel it needs more features such as a mobile-first design. [In my experience] If you try to log into a mobile device it the user interface is not pretty at all and impossible to work with.
I feel it gets the job done, but it isn't perfect. There is room for improvement. I would like to see more than just the last two calls quickly.
I feel it gets the job done, but it isn't perfect. There is room for improvement. I would like to see more than just the last two calls quickly.
What problems is the product solving and how is that benefiting you?
When Max freezes and won't run, it's hard to submit a feedback form.
I wish there were a way to submit the feedback form about tech issues from the call history report since we know exactly which call had a tech issue.
I think it is necessary to put a mute button before starting a call.
The tool helps in all activities proposed in my company, it's good, but it could improve.
I wish there were a way to submit the feedback form about tech issues from the call history report since we know exactly which call had a tech issue.
I think it is necessary to put a mute button before starting a call.
The tool helps in all activities proposed in my company, it's good, but it could improve.
Recommendations to others considering the product:
The tool helps in all activities proposed in my company, it's good, but it could improve.
I think it is necessary to put a mute button before starting a call.
It is suitable for companies of all sizes. NICE CXone is more suitable for medium, large, and giant associations, as it allows use by many people at the same time and very quickly, but maybe not so recommended for small essential that another option can present because it is not so much demand of links.
I think it is necessary to put a mute button before starting a call.
It is suitable for companies of all sizes. NICE CXone is more suitable for medium, large, and giant associations, as it allows use by many people at the same time and very quickly, but maybe not so recommended for small essential that another option can present because it is not so much demand of links.
So far, so good
What do you like best about the product?
Compared with our prior vendor, I enjoy the ease of answering the call without a loud ringing noise in my ear each time.
What do you dislike about the product?
I don't like that the application must be in a separate window - it is not as simple toggle back & forth btwn windows. Also, when a person requests a call back, it's not always easy to tell at first that I'm listening to a recording. I also notice that it often gets stuck and doesn't give me a proper reading of agent availability/queue status.
What problems is the product solving and how is that benefiting you?
Overall it's simply less stressful without the added noise.
InContact is a powerful contact management tool for companies looking to grow and become stronger.
What do you like best about the product?
It is a tool that has all channels integrated, whether calls and chats are quickly and automatically. It has several mechanisms such as calls, chat, and other built-in features that can be easily accessed through interactive menus. Compared to the tool I used previously, I could see that the administrative part is more complex (reports with better quality) but easier to use. Through pre-built reports, I can quickly obtain important and detailed information that customers request about calls and chats received by the team. Another important point is the download of this information, which is done very quickly. Initially, I had a little difficulty when downloading recordings of incoming calls, but later I understood that these actions can be configured with different levels of access delimited by the contracting company.
What do you dislike about the product?
I don't know if this is due to some computer configuration, but sometimes the tool hangs for a while when receiving 2 or more chats. Another point I also miss is a more effective shutdown for people who don't have administrator access. Sometimes there may be failures in electricity, machines, or the internet and the agent remains connected even though they are no longer on the page. This can sometimes affect your project score.
What problems is the product solving and how is that benefiting you?
The management system is also intuitive and effective. I worked with tools that made it very difficult to carry out these activities. First of all, in administrative access, we have graphics and information on the home page allowing them to be personalized. This makes it easy to get a quick view of how the current situation is and how to act. With the inclusion of InContact, I could see improvements both in the technical part of the tool, such as in the quality of calls and recordings, as well as improvements in the tool's user perspective, as it is an easily accessible tool (it is a browser tool, it is not necessary to install anything ).
Recommendations to others considering the product:
It is very important to read the documents and training regarding InContact. As a tool that does a lot, you can get lost at first. But with practice, things get pretty easy. Also, pay attention to the reports, there are several ways to do them, so use the one that best fits your reality.
Nice System of Call
What do you like best about the product?
Quality agility of call, no faulty calls
What do you dislike about the product?
lack of a mute button before starting the call
What problems is the product solving and how is that benefiting you?
I need to make several calls, NICE helps me a lot
Recommendations to others considering the product:
Can use without fear, very well programmed system.
Great way to integrate your phone and chat systems
What do you like best about the product?
I like that NICE CXone allows for the integration of our phone and chat system with our CRM.
What do you dislike about the product?
The integration does not always work smoothly but NICE CXone is always willing to help and modify the system to meet our needs/requests
What problems is the product solving and how is that benefiting you?
When the pandemic hit we had to find a way to keep in contact with our customers while we all worked from home. The NICE CXone system allowed us to do that.
simple and works
What do you like best about the product?
simple for using. multiple features. ties in well with other applications
What do you dislike about the product?
can be glitchy at times or encounter delays
What problems is the product solving and how is that benefiting you?
used currently for receiving user emails and call distribution
Customer Service management
What do you like best about the product?
Easy to Navigate, Support Staff is good, and you are constantly upgrading
What do you dislike about the product?
WFM Tool would be handy for forecasting calls and staffing, Analytics AI ( Advanced Version) is missing also need something to monitor emails and chats also we can have customize quality form
What problems is the product solving and how is that benefiting you?
My team takes calls for NAZ region; this tool helps them to make and receive calls and ensure all queries are answered
pretty easy to navigate
What do you like best about the product?
the clock for breaks and lunches show exactly how much time you have left
What do you dislike about the product?
needs to have a be right back option for agent staus
What problems is the product solving and how is that benefiting you?
dispositioning is helpful for reporting and analytics
"NICE" is a nice change, and breath of fresh aiir.
What do you like best about the product?
I love how streamlined and user-friendly Nice is. Like ive mentioned before, Nice replaces a few different processes and system and uniquely jam packs them into 1 user friendly experience. Nice has cut down on a lot of time consuming processes that are now a thing of the past. Like the age old saying goes. "Time is money". The user interface is also very well implemented and simple for those of us who may not be as computer savvy as others
What do you dislike about the product?
So far, I haven't found anything in particular that I dislike about the Nice system. Besides this one minor issue that me and my team have came accross since we first started using the Nice sytem 1 week and a half ago. What we've noticed is that after a few hour of use, nice likes to long you out on it's own every so often. Other than that I really haven't experienced any issue with nice. Keep releasing regular updates and I can see my company using nice for years to come.
What problems is the product solving and how is that benefiting you?
Nice helps the company I work for streamline customer service solutions all in one place. Before, we had 2 or 3 different systems to do what Nice does in 1 complete system. Nice is also a really good way to make sure everyone included is engage and informed with what they are supposed to do at certain moment in any given day. The feature that allows you to set your status as availible or unavailible based on your current needs has proven to be very useful in my case, and I think it was a much needed addition to the Nice CXone sytem.
Recommendations to others considering the product:
Be prepared for a streamlined and simple experience that will take you and your team little to no time to get used to. You also should be able to replace a lot of old and outdated processes and systems that will in turn save your company a lot of money and time. For us NICE has been a breath of much needed fresh air for the majority of our company. A major part of our company deals directly with our customers via chat or direct phone calls. With that being said, we are able to put multiple streams of important information all in one place for everyone to easily see at any given point and time of the day.
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