NICE CXone Mpower
NICEExternal reviews
1,706 reviews
from
and
External reviews are not included in the AWS star rating for the product.
The website and the virtual dialer is very easy,it just needs a couple of clicks and you're in,ready
What do you like best about the product?
The usage and navigation through the website is easy, no any hard-to-handle. The auto dialer is a very fast and, useful and reliable tool.
I have not got any call that has been dropped, disconnected or any other issue about the connection, not any other problem getting access to the website, it remembers your username, email, password, in a few clicks you are already logged in, everything ready and all set to take the calls during your shift. You can change the status of your profile very fast, no confirmation needed, just click and go, you take your calls.
I have not got any call that has been dropped, disconnected or any other issue about the connection, not any other problem getting access to the website, it remembers your username, email, password, in a few clicks you are already logged in, everything ready and all set to take the calls during your shift. You can change the status of your profile very fast, no confirmation needed, just click and go, you take your calls.
What do you dislike about the product?
I can't change the color from the MAX, just that, the only little thing, that way the tool is a little customizable, you can be a little entertained with the website, trying to keep your mind off somme calls, and between calls you can let your mind go inside the colors, changing that setting or maybe any other ringtone, maybe some other people likess it loud, or not loud, but soft and more beepy incoming call tones.
What problems is the product solving and how is that benefiting you?
Sometimes I have to restart my computer, because Nice CXone doesn't recognize my headset, but is not daily, I have been using this tool for 3 weeks and it has just happened twice to me. Maybe for new people, or those that are not familiar with the virtual dialers, a tutorial, a little introduction can be good. That will be very helpful for more people.
Recommendations to others considering the product:
Taking calls is easy; no efforts
Very good. An excellent tool for assistance, organization and control.
What do you like best about the product?
Flexibility to work anywhere and the change of routine in the service.
It allowed me to work from home, making the service more flexible and avoiding conflicts;
The possibility of measuring care and service quality;
Get to check available agents for calls and transfers;
Track each agent's break time.
It allowed me to work from home, making the service more flexible and avoiding conflicts;
The possibility of measuring care and service quality;
Get to check available agents for calls and transfers;
Track each agent's break time.
What do you dislike about the product?
Sometimes I have had technical problems where the tool has flickered.
I did not identify in the tool the option to answer with the call mutated and unmute manually after the start.
The impossibility of choosing whether or not to receive a direct call, transferred by another agent without being assisted.
I did not identify in the tool the option to answer with the call mutated and unmute manually after the start.
The impossibility of choosing whether or not to receive a direct call, transferred by another agent without being assisted.
What problems is the product solving and how is that benefiting you?
I gained four hours out of my day, as I no longer had to travel to work in person.
Flexibility in transferring calls between my team and other people within the company.
The organization of breaks became more fluid and had less impact on distance service.
We were also able to better measure the number of services and their quality.
Flexibility in transferring calls between my team and other people within the company.
The organization of breaks became more fluid and had less impact on distance service.
We were also able to better measure the number of services and their quality.
Recommendations to others considering the product:
1. Always use the tool on the most up-to-date version of your browser;
2. Always consult the service queue;
3. Check availability of your co-workers to provide assistance and coordinate necessary breaks;
4. Whenever possible, after long periods of no service, perform a test for an available colleague and at a time without a queue to be sure of the connection;
5. Always click on connect agent - button that appears frequently below the tool's availability field;
6. Communicate frequently with your colleagues to find out which breaks are scheduled to avoid service lines and lose efficiency;
7. Always set the tool sounds to something that signals you properly for each new service;
8. Avoid direct transfers to another agent, performing in an assisted way whenever possible for the best customer experience - Avoiding the need for him to explain everything from the beginning;
9. update the tool with an F5 every hour;
10. check the computer's updates and settings, as the tool needs everything updated to work perfectly.
2. Always consult the service queue;
3. Check availability of your co-workers to provide assistance and coordinate necessary breaks;
4. Whenever possible, after long periods of no service, perform a test for an available colleague and at a time without a queue to be sure of the connection;
5. Always click on connect agent - button that appears frequently below the tool's availability field;
6. Communicate frequently with your colleagues to find out which breaks are scheduled to avoid service lines and lose efficiency;
7. Always set the tool sounds to something that signals you properly for each new service;
8. Avoid direct transfers to another agent, performing in an assisted way whenever possible for the best customer experience - Avoiding the need for him to explain everything from the beginning;
9. update the tool with an F5 every hour;
10. check the computer's updates and settings, as the tool needs everything updated to work perfectly.
The system is good, but it still has some shortcomings
What do you like best about the product?
1. The system is innovative and practical;
2. Great for working from home;
3. Be able to make outbound and inbound calls;
4. Be able to make transfers;
5. Schedule breaks;
6. Flexibility;
7. Being able to consult a break from co-workers;
8. Power programs breaks still in attendance;
2. Great for working from home;
3. Be able to make outbound and inbound calls;
4. Be able to make transfers;
5. Schedule breaks;
6. Flexibility;
7. Being able to consult a break from co-workers;
8. Power programs breaks still in attendance;
What do you dislike about the product?
1. Sometimes the right ones are punctured or silenced;
2. Problems with connection, even with internet working;
3. Sometimes the system crashes when returning from breaks;
4. Transfers from other assistants enter dumb, however the system is working pergetically;
5. Some calls have a 5 second delay, difficulty in contacting the customer;
6. The requirement to type +55 in all calls;
7. Not being able to set the caller ID with a default number, sometimes our customers receive the contact as "possible fraud";
2. Problems with connection, even with internet working;
3. Sometimes the system crashes when returning from breaks;
4. Transfers from other assistants enter dumb, however the system is working pergetically;
5. Some calls have a 5 second delay, difficulty in contacting the customer;
6. The requirement to type +55 in all calls;
7. Not being able to set the caller ID with a default number, sometimes our customers receive the contact as "possible fraud";
What problems is the product solving and how is that benefiting you?
1. Recognition of internet network in Brazil;
2. Connections with better quality;
3. Quick access;
3. Great quality in the links;
2. Connections with better quality;
3. Quick access;
3. Great quality in the links;
Recommendations to others considering the product:
1. Have a good internet and keep your computer up to date.
2. Clear cookies and history whenever possible.
3. Always refresh the page by pressing F5.
4. Always consult the customer queue.
5. Always keep your browser up to date.
6.Always make assisted transfers so as not to impact the next assistant's care.
7. Always update systems for Nice to work properly.
8. Easy access to information;
9. Intuitive interface;
10. pay attention to the times so as not to go out for breaks together with other users;
11. Fast system;
2. Clear cookies and history whenever possible.
3. Always refresh the page by pressing F5.
4. Always consult the customer queue.
5. Always keep your browser up to date.
6.Always make assisted transfers so as not to impact the next assistant's care.
7. Always update systems for Nice to work properly.
8. Easy access to information;
9. Intuitive interface;
10. pay attention to the times so as not to go out for breaks together with other users;
11. Fast system;
Fast, accurate and convenient
What do you like best about the product?
it helps me manage calls better by showing me who i need to dial.
What do you dislike about the product?
it can be slow when first loading it up.
What problems is the product solving and how is that benefiting you?
I am helping customers make appointments. We benefit from the timekeeping features.
NICE program
What do you like best about the product?
Everything seems to be working great.Nothing to complain about.
What do you dislike about the product?
Well, NICE; we use it to call patients it works very well. But one issue I have I don't know if it's my system or the program, but after a couple of hours on NICE, it will show "voice lagged," and it will log me off. Other than that, everything is excellent.
What problems is the product solving and how is that benefiting you?
The benefit I've seen with NICE is that we don't have to use our phones to contact patients. we can call from a program that shows them our company number, not just a random number
Recommendations to others considering the product:
everything is great
Great product - would recommend.
What do you like best about the product?
CXOne is user-friendly, modern and helps me to do my job with ease. I like how easy it is to locate contacts and check their availability before making the call.
What do you dislike about the product?
It does take some time to learn the system, but once you do, it is user-friendly. There have been some bugs here and there which have been quickly rectified once identified.
What problems is the product solving and how is that benefiting you?
Identifying how many representatives are available to take a call. Being able to determine how long wait time will be to speak to a certain department.
the lagging issues are what does not warrant a higher review
What do you like best about the product?
The many reporting options and the ability to monitor everything
What do you dislike about the product?
Slowness it is slow and sometimes times out - other times just randomly logs out
What problems is the product solving and how is that benefiting you?
Reviewing calls to ensure call quality is a major one
Overall Performance
What do you like best about the product?
There have been many features that have come out in the past years. More 3rd party vendors are integrating with NICE inContact, allowing room for having more options for customers.
What do you dislike about the product?
I would like to see more enhanced features for Agent for Salesforce (for classic and lightning versions). Upgrades should be automatic for Agents for SF.
I still have not seen any updated features yet.
NICE inContact report could also use some enhancement for their products.
I still have not seen any updated features yet.
NICE inContact report could also use some enhancement for their products.
What problems is the product solving and how is that benefiting you?
We need to provide quick solutions for our potential clients. Information and demos have been set up quickly to meet our needs. We have implemented over three new NICE inContact products this year to fit our client's requirements.
Recommendations to others considering the product:
Its definitely something that you should try for your call center needs. Many options can help your call center run smoothly.
Very Much Intuitive
What do you like best about the product?
Analytics and Insights, Custom reports ,
What do you dislike about the product?
Missing capabilty of Wizard based reports creation
What problems is the product solving and how is that benefiting you?
Great tool for Call based interactions and using it to mitigate factors that are causing Low CSAT, Using data sets for productivity measurement and negative trend anlayisis.
I practice
What do you like best about the product?
The possibilities of transfer, mute, and conference
What do you dislike about the product?
At the moment of ending, sometimes we press the mute button and the call gets stuck.
What problems is the product solving and how is that benefiting you?
In the daily routine for making calls, the telephone problem has decreased significantly, such as silent calls or calls with echoes.
showing 191 - 200