NICE CXone Mpower
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Great way to manager PagerDuty
What do you like best about the product?
The simple UI and the practical functionality on a day-to-day basis.
What do you dislike about the product?
There is not much I dislike about NICE InContact - however, there are times where the webpage dies randomly.
What problems is the product solving and how is that benefiting you?
Urgent work-related issues are covered 24/7. Issues are handled at the source. I can feel confident in critical issues seeing resolution.
NICE Survey
What do you like best about the product?
The accessibility is easy and straight forward
What do you dislike about the product?
The frequent glitches during usage and during busy times
What problems is the product solving and how is that benefiting you?
Customer service needs and streamlining procedures
Practical but drops some calls.
What do you like best about the product?
It is an easy-to-use program and has several usage options. Very useful and agile, it has a very nice and simple layout to use, but if it had an option to change the layout color, it would be cooler. Many people have prejudice because it is a new program and always say they prefer the previous program, but we always have to innovate on overall improvement. If there is an option to change the layout color, I believe people might enjoy using the program more. One thing I really like is the option to talk to the client and another operator on the same call, which makes things much easier.
What do you dislike about the product?
The nice drops calls, goes silent when calls are ringing, sometimes I can't hear the client, the system crashes and I can't log in, sometimes my break activates by itself. When the call doesn't complete, an error image appears, if it said "doesn't complete" it would be easier to understand because operators end up thinking there's an access problem. When transferring calls, most of the time it doesn't work. I believe that solving these problems would make it perfect.
What problems is the product solving and how is that benefiting you?
The fact of not needing to enter card numbers and being on a call with more than one person.
Extremely Helpful Tool for Business
What do you like best about the product?
In Contact makes client calls so much easier and quicker! There are several options to personalize depending on your business setup, so super easy!!
What do you dislike about the product?
I use it with salesforce and with ring central and sometimes I have to reset all 3 of them. Maybe making it a little more versatile to go between apps?
What problems is the product solving and how is that benefiting you?
Quickness is a huge thing with this app and that is a huge benefit!!
Helpful tool for Callcenter
What do you like best about the product?
I really like that it is a good tool for handling incoming phone calls in an efficient manner.
What do you dislike about the product?
I honestly can't find anything I dislike about NICE InContact! It does everything I need it to do in my work role.
What problems is the product solving and how is that benefiting you?
The biggest benefit of InContact is that it makes me and my colleagues able to efficiently help our companies customers when they reach out to us.
Recommendations to others considering the product:
I recommend starting working with NICE InContact! It is a very reliable and professional tool.
It's a very good experience. The tool is easy to be used and doesn't require a high expertise to use
What do you like best about the product?
The most helpful option is the performance tab on the MAX agent.
What do you dislike about the product?
Sometimes the logoff occur automatically and require to log on again.
What problems is the product solving and how is that benefiting you?
We're solving customer inbound contacts with NICE. The call quality is good and the it's the benefit.
Recommendations to others considering the product:
NICE is very easy to be used and junior employees can use that easily.
Starting to use the software
What do you like best about the product?
Very powerful software. Allows the user to do many tasks in one product instead of having to use multiple products.
What do you dislike about the product?
I have not found any dislikes at the moment.
What problems is the product solving and how is that benefiting you?
One software for all of our support teams.
Simplistic to Sophisticated - Made for all user types
What do you like best about the product?
User interface is so easy to use and not cluttered. Very easy product to train on.
What do you dislike about the product?
The Max Agent can be difficult to train on
What problems is the product solving and how is that benefiting you?
REPORTING and AGENT ACTIVITY!!!
Sufficient for our needs
What do you like best about the product?
Easily tell what is going on with the call at the top of the MAX window, and that I can change the color scheme.
What do you dislike about the product?
The view pane for skills is a bit difficult to get through when in-call mode, especially with the narrow max window -- when searching for a line to transfer to, there seems to be a lot of white space, which means a lot of scrolling, and something that takes a bit of time when on the phone with someone who just wants the right person.
What problems is the product solving and how is that benefiting you?
Warm transfers are a nice feature, but should not be the default.
Recommendations to others considering the product:
Explore all the options carefully, find all the tools and settings first, and then move on to usage.
NICE InCOntract is a nice product and can be taken up by BPO Industry
What do you like best about the product?
Best part are the features which are present in the tool and overall startegic edge it prodvides to the company.
What do you dislike about the product?
May be it can offer som additional features which are the need of the hour - Automation, Better analystics
What problems is the product solving and how is that benefiting you?
We are looking for better & cost effective customer lead generation and follow up tools with better market depth
Recommendations to others considering the product:
Nothign specific Tool is good but it can be Integrated better with CRM tools available within an individual firm
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