NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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Nice works hard for us
What do you like best about the product?
I like the convenience of being able to have multiple different layouts that work best for us.
What do you dislike about the product?
We have not had a major dislike to review.
What problems is the product solving and how is that benefiting you?
The experience has been primarily positive
Recommendations to others considering the product:
Take the time to learn about its functions and it will serve well.
NICE inContact Review of my Experience
What do you like best about the product?
Nice InContact is an easy to use call management system that allows team members to efficiently handle inbound and outbound effectively. Transferring calls and creating inbound queues to direct calls to specific technicians allows for a seamless flow of work to be sent to the appropriate skill level without having to bounce callers back and forth.
What do you dislike about the product?
There are service interruptions that can cause delays and impact the quality of service but these interrupts are minimal and are usually cleared up very quickly. InContact also keeps us up to date so we know exactly what is going on and what the expected downtime will be.
What problems is the product solving and how is that benefiting you?
We set up a help desk number for our firm so that we can centralize all call from all the locations we have across the united states. The benefit of having one number instead of local numbers allows for constant support when our users need it without significant delays.
Recommendations to others considering the product:
IF you are looking for a quality call center system to implement considering inContact would be a wise decision.
NICE InContact works great
What do you like best about the product?
The interface of NICE InContact is very self intuitive and easy to operate with. NICE inContact is easy to use and operate.
What do you dislike about the product?
Bulk modifying and uploading skills often lead to random issues. This should be improved.
NICE inContact CXone press path logs can be improved.
NICE inContact CXone press path logs can be improved.
What problems is the product solving and how is that benefiting you?
NICE inContact helps give better agent performance insights and brings Operational Efficiency
Recommendations to others considering the product:
NICE inContact is definitely one of the market leaders and worth considering over other products available in the market.
Good Contact Center Software with detailed reporting
What do you like best about the product?
It provides detailed reporting on contact history and staffing. When I use it in supervisor mode, I can see detailed report about the auxes from different staff and call details. Through contact history, we can listen to calls placed filtered by date of every staff in a team. It also has the auto dial and routing feature. It also has a very simple user interface which is requires no thorough training for beginners. It also is accessible through any device. It also has the dashboard which provides an initial view of the team's state.
What do you dislike about the product?
Nothing to dislike. Except maybe they can make a more intuitive user interface for their max incontact like reports or statistics. An associate role gives you nothing much but communicating.
What problems is the product solving and how is that benefiting you?
Contact point for our global clients. I see no problem with setting up the software. Receiving calls and calling back our clients became very easy with the help of this software. Transferring it to other talents is very easy as well. Being on a supervisor role also gives you the ability to listen to calls placed by the associates and it also makes reports which is very useful for the management.
Recommendations to others considering the product:
They should look at the reports generated by the application. It is very useful especially in management and QA
Allows for customizable data at a glance
What do you like best about the product?
The format is simple and easy at a glance. It also allows to click and drag the info boxes in real time
What do you dislike about the product?
There appears to only be a bright white setting. In today's world a "dark" screen setting would be preferable.
What problems is the product solving and how is that benefiting you?
It allows to see out missed calls in an in bound call center
Recommendations to others considering the product:
It's very easy to use and has a very small learning curve. Everyone can use it easily!
I would describe my experience with NICE inContact, as a very good one.
What do you like best about the product?
What I like best would be the reliability Nice inContact offers. I know I can rely on the program not to crash nor give me connectivity problems, like the ones experience on other programs similar to NICE inContact.
What do you dislike about the product?
Yes it is reliable, but what I don't like is that sometimes there is a lag when I am making a call and I speak it cuts off if the other person is talking at the same time.
What problems is the product solving and how is that benefiting you?
A problem I have encountered is that since I live in Mexico and work directly with American clients, while using other services most clients when making outbound calls to the wouldn't answer the phone since we didn't have an American phone number, plus they weren't able to call us back since our number was foreign. Since switching to NICE inContact we now have an American phone number to make outbound calls to clients and receive incoming calls from clients as well.
Fully developed smart program for maintaining compliance
What do you like best about the product?
It offers great features like work force management quality management due to which I am in a better position of managing my work force and to handle the finance is no more difficult. Through the patented AI and machine learning technology, I have reduced the labor waste. Now I can draft effective plans and I have minimized the WFM administrative efforts also. NICE has provided its services for the rerecording of the screen and for the call records as well.
What do you dislike about the product?
There is no major drawback of this software it is working efficiently and providing significant services. It has enabled us to create strong relations with our customers by providing professional customer services. I am its completely satisfied user.
What problems is the product solving and how is that benefiting you?
While working on this platform I have never been worried about the security and never ever I have gotten stuck in finding the previous recordings. It has very appealing interface which provides flexible call recorder permissions so that we can grow by leaps and bounds. NICE has helped me to maintain compliance & customer trust.
Recommendations to others considering the product:
This tool is very helpful and effective for collaboration purposes. It will be good program if you start in your organization. For me this keeps a significant role by providing advanced services. It won’t be wrong if I say it has helped us to make our sales, marketing and project department, stand out in true sense.
InContact is Reliable
What do you like best about the product?
I enjoy InContacts' stability. I very rarely have crashes, which is extremely important in my field.
What do you dislike about the product?
I have not been able to use the function on my Bluetooth headphones that allows me to answer calls directly from my headset. This was the main reason I purchased the headphones. This is very disappointing. Additionally, a sleeker decision would be helpful, it doesn't size well when trying to use it on screen with other software.
What problems is the product solving and how is that benefiting you?
Our organization uses NICE InContact to receive an place calls to Team Members across divisions and in a Call Center environment . I have been able to search and call my Team Members quickly with little hassle.
Recommendations to others considering the product:
If Bluetooth headphones are used in your work be certain that the headphones integrate properly with NICE InContact.
NICE inContact is much smoother than you'd expect! Definitely a good product!
What do you like best about the product?
The easy transfers and the no-lag switching. We can see when other users are available or what status they are in-- it's very helpful. We are a large company with offices all over the country, and it's really nice to be able to connect so quickly with other agents that work for the same company, but live elsewhere. We are a team and NICE inContact is helping us to stay connected.
What do you dislike about the product?
Sometimes calls get auto-refused because NICE inContact lagged. It's such a large program, and we run other large programs at the same time, so sometimes the NICE inContact server kicks off and we have to restart everything. Most of the "issues" that our team has run across while using NICE inContact have been concerns over the user's internet connection and not actually NICE inContact itself.
What problems is the product solving and how is that benefiting you?
A problem that we used to have was that we did not have an easy transfer system to get customers over to the right agents. Now, with NICE inContact, we are able to get a customer over to the agent who can help me. It's immediate and very helpful for both the customers and the agents.
Recommendations to others considering the product:
Make sure that your call center or team has need of such a big and dynamic interface. NICE inContact has so many levels to it, that could either be a good thing or a bad thing for your business' needs. It's an excellent program and will very likely improve your team's ability to connect with not only the customers, but also each other.
Review of InContact
What do you like best about the product?
its really easy to use, good interface, very simplistic
What do you dislike about the product?
has a small tendency to disconnect to glitch out and make it hard to answer calls which negatively can affect users goals at work
What problems is the product solving and how is that benefiting you?
Ive realized that it is incredibly efficient for clocking hours and knowing what was what. more options. also the ability to slightly customize its
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