NICE CXone Mpower
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NICE inContact/MAX Review
What do you like best about the product?
The system is relatively user-friendly. It's easy to read the information on your dashboard and customize it to fit your needs.
What do you dislike about the product?
We have had some audio issues off and on since we began using the system. We often have to clear our history in our browser and have our employees log out and back into MAX because of audio issues. We have random "administrator errors" or agent leg disconnections. Since our most recent change, we have had a severe drop in speed. The dashboards take several minutes to load at times. The inContact screen takes several minutes to change between functions (for example: switching from dashboard to reporting).
Regarding loading the reporting section, we used to have the ability to select the option to open reporting in a separate tab. Now, we have no choice but to only open it in that same window that we have already logged into with our dashboard loaded. Overall the system seems slower than before, and some things have changed that are inconvenient to the user.
Regarding loading the reporting section, we used to have the ability to select the option to open reporting in a separate tab. Now, we have no choice but to only open it in that same window that we have already logged into with our dashboard loaded. Overall the system seems slower than before, and some things have changed that are inconvenient to the user.
What problems is the product solving and how is that benefiting you?
The system does what we need it to do, for the most part. The benefits are that it is user-friendly and is easy to read the information.
Smooth Flow of Incontact
What do you like best about the product?
The ease of the program and limited technical issues makes my life much easier at work
What do you dislike about the product?
I wish there was a better way to transfer over to make sure the guests get transferred correctly
What problems is the product solving and how is that benefiting you?
With Incontact, it is easy to help as many guests in as little time as possible
Nice, the best way to ALWAYS be on time
What do you like best about the product?
It's great to have all your daily activities in just one place, as agents we must fulfill required tasks, and to do so, we need a tool that can help us, NICE is great, it shows your schedule of the day and any other updates on it, trainings, coachings, lunchtimes, break-times, even if you're leaving for vacation, it'll remind you. Another great thing it has is the reminders, you can decide if being reminded of your tasks 15, 10, or 5 minutes before an event.
What do you dislike about the product?
The name and description of some activities are not really that clear, for example, when you see the vacations icon you should ask WorkForce to confirm if the vacations are approved because it doesn't exactly say 'Vacations'
What problems is the product solving and how is that benefiting you?
It helped me very very much to improve my adherence percentage. I used to do different tasks of the day at irregular times and when I wanted it, with NICE you don't exactly get to have lunch at the time you want, but when you check your schedule at the beginning of your shift and you have clear the times, it's satisfying completing the things on time. It improves the commitment levels.
Easy to use and accurate
What do you like best about the product?
The ease of use and glad that the company chose this to use
What do you dislike about the product?
Its work related lol however, I like the ease of use and glad that the company chose this to use
What problems is the product solving and how is that benefiting you?
In the past it was having to contact a dedicated representative to handle minor issues, I think that has been resolved
Recommendations to others considering the product:
n/a
Best Sale Tool I've Used
What do you like best about the product?
The ability look up other agents without having to open up any other software
What do you dislike about the product?
I wish that the connectivity with external devices such as phones was a little better integrated.
What problems is the product solving and how is that benefiting you?
NICE inContact makes the process of transferring customers to other agents and stores super easy
NICE inContact experience
What do you like best about the product?
The simplicity of functions within the program helps to review calls efficiently. It has a depth of functionality not available in other programs such as Talkdesk and Engage that we have used in the past.
What do you dislike about the product?
Programming forms sometimes have launch issues. Unable to zoom in on-screen capture feature.
What problems is the product solving and how is that benefiting you?
Nice helps to solve issues of locating calls and applications efficiently for review. It has helped make the team more efficient and simplified our auditing process.
Front-end User Review
What do you like best about the product?
There are many reasons I like NICE InContact. The landing page is easy to customize with a view that matches each team or assignment need. As a front-line user of the product, I find it much easier to manage my call flow with readily available data. At a glance, I can see where I am in the call lineup, the duration of my current call, our active queue, and our current SLA stats. It truly is an effective call center tool for agents. Giving real-time feedback within the application makes for a very fast turnaround on resolution times when any issue arises.
What do you dislike about the product?
I can't think of anything I dislike about it! I've not had any issues as a user.
What problems is the product solving and how is that benefiting you?
One of the most significant benefits I've noticed as an agent is accountability. We were starting to see an influx of other agents abusing the phone system. Once we began utilizing the ability to customize the data shown, it added a transparency level that stepped up productivity.
Recommendations to others considering the product:
I highly recommend using NICE inContact! From call quality to layout, the entire service has been a welcomed improvement to my job in a Call Center.
The best call center software!
What do you like best about the product?
The chatbot is my favorite. It asks for the caller's name, phone, and email address when the customer first starts a chat. So, employees are able to get on the line and be more efficient without getting all of that contact information themselves.
What do you dislike about the product?
The only thing that I dislike about Nice inContact is the number of times that you need to clear cookies and cache.
What problems is the product solving and how is that benefiting you?
One problem that we are solving with NIC inContact is using reports to see the number of refused calls within the contact center. One benefit we have realized is the clear recordings to listen to the calls and grade our customer service team.
Recommendations to others considering the product:
Be aware of the dropped calls but the service is great otherwise.
Good service easy to use
What do you like best about the product?
I like the ease of use. I also like the way it's easily accessed from anywhere. I like that I can log in from anywhere or any computer. I also like that I can make conference calls and can transfer easily. Whenever I have a problem it is always addressed and fixed promptly as well.
What do you dislike about the product?
Sometimes the calls will refuse or drop due to connection. I dont like that it doesn't give us much reason when the calls get dropped.
What problems is the product solving and how is that benefiting you?
I can work remotely and comfortably. NICE makes it easy to connect with multiple people at once and with people all over. It's making it a lot easier to communicate and do business from anywhere.
Recommendations to others considering the product:
If you need a system that is easy to use and can get the job done i would reccomend using this service.
It performs well, all my needs at my fingertips.
What do you like best about the product?
I like my ability to review my stats and view my schedule.
What do you dislike about the product?
The length between calls should be at least 2 seconds, not 0.
What problems is the product solving and how is that benefiting you?
I am Solving the ability to unite my members, providers and clients together over the phone in order to answer all questions to their problems.
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