NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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Tired of transferring the data to clouds? Try NICE
What do you like best about the product?
This tool has bring a lot to my platform, I am in a better platform of handling my queries from my Omni channels. It has taught me how I can manage the customers and how I can hire agents based for my online stores. It provides me the complete analytics about their progress. Since I have implement the routing and the self-service artificial intelligence (AI) Chabot, I am in a better position of bringing modifications on my platform.
What do you dislike about the product?
It is complex software to understand a lot of training is required for the agents to utilize it to their full extent. In addition it is a costly solution. Also the customer’s surveys are not so effective.
What problems is the product solving and how is that benefiting you?
This tool has helped my team members a lot they can easily collaborate with each other and they personalize their interaction with the customers and their context history for better assistance. Also its CRM, UCaaS AND DEVone integration has facilitated us to extract and share the data easily.
Recommendations to others considering the product:
I will surely recommend this tool if you want to manage your Omni channels. It will provide you the complete analytics and will help you in quality management. Through this software you will be at ease to handle, multi-language localization, open APIs, and stereo call recordings. It is very suitable for the large business setups.
The more I use the system, the more useful features I find.
What do you like best about the product?
I like that the dashboard can be customized, and I can see everything I need on one page. The site is very easy to navigate and user friendly. I am still learning to use many features I have never had access to before with other systems.
What do you dislike about the product?
Some issues with being logged out when my computer is locked for lunch or I am away from my desk.
What problems is the product solving and how is that benefiting you?
Very useful in allowing the whole team to see real time stats. They can do self checks as well.
Intuitive and dynamic system for all Contact Center needs.
What do you like best about the product?
The features within NICE are very customer friendly and easy to use.
What do you dislike about the product?
There are limitations to some of the features and some editing features that should be available. Some options for improvement could be:
• Ability to export Intraday Manager metrics into CSV or Excel.
• Ability to assign Dispostion codes in bulk rather than one skill at a time.
• Ability to color code and/or display shift type in Schedule Manager, My Zone and WFO in Agent Max.
• Under Customized Report, it should have the option to filter the date without having to select the option for editing the parameter.
• A pop-up alert to remind agents about an upcoming activity. Adjustable if possible. If not, 5 mins would be great.
• Ability to export Intraday Manager metrics into CSV or Excel.
• Ability to assign Dispostion codes in bulk rather than one skill at a time.
• Ability to color code and/or display shift type in Schedule Manager, My Zone and WFO in Agent Max.
• Under Customized Report, it should have the option to filter the date without having to select the option for editing the parameter.
• A pop-up alert to remind agents about an upcoming activity. Adjustable if possible. If not, 5 mins would be great.
What problems is the product solving and how is that benefiting you?
We now have a better volume forecast and reporting. With this better view of our contact center we're able to properly schedule and hire. We're also able to see what our customers are calling in about and how our agents are doing in handling their inquiries.
Support Management Review
What do you like best about the product?
Real time updates and reporting. For the most part its direct and user-friendly.
What do you dislike about the product?
There have been some challenges providing IC access to see stats but we have found ways to address that.
What problems is the product solving and how is that benefiting you?
Call routing flexibility and working towards skill-based routing.
Great work tool
What do you like best about the product?
I like that its easy to use and its very practical
What do you dislike about the product?
Maybe that i have to keep conecting the agent leg
What problems is the product solving and how is that benefiting you?
I think that i have improve my job quality
Recommendations to others considering the product:
Its a great product as it very easy to use as a virtual phone
InContact has been very efficient, but there are still a few glitches with dropping calls
What do you like best about the product?
It is very efficient. I like using this.
What do you dislike about the product?
Dropped calls are the worst. Sometimes calls won't accept
What problems is the product solving and how is that benefiting you?
Working very well with our supervisors to record feedback and discuss glitches.
InContact Works great when working
What do you like best about the product?
system works smoothly from call to call with no reason to have to answer it automatically comes through. Also the availability to transfer with ease to another department is also a plus
What do you dislike about the product?
Sometimes there is a lot of lag in the system where you have to reboot about 2 to 3 times a day
What problems is the product solving and how is that benefiting you?
Easy call transition esp when call queue is high very quick to be able to assist the customer
Not perfect, but it works...
What do you like best about the product?
It's relatively easy to use. You just log in and get to choose your status as "available" or some form "unavailable" (unavailable:meeting, unavailable: need assistance, etc). You can accept of reject a call, place on hold, transfer, redial, or conference your call.
What do you dislike about the product?
At times it crashes or you randomly get logged off by a "supervisor" (the system, not an actual person) in the middle of a meeting or even a call.
What problems is the product solving and how is that benefiting you?
I get to work in a call center in the comfort of my home while providing a necessary service during this pandemic.
Great program for companies small and large
What do you like best about the product?
It allows our team to connect in multiple ways and for our calls quality to be put into usable data. The options for incoming call control is fantastic and the meeting maker function is great. The call transfer options are great compared to other programs I've used. The process for getting trained did seem tough but once you actually started using the program, it turned out to be very simple and simple is good.
What do you dislike about the product?
I wish the soft phone and Max agent were integrated and not separate programs. The would consolidate the phone process and make for one less thing to have to click on when trying to answer a call or make an outbound.
What problems is the product solving and how is that benefiting you?
We are solving the problem of not knowing what is happening on calls, meeting up as a team during this worldwide crisis, and ow to connect with one another throughout our company without seeing each other other face to face. When we first switched to this program, we weren't in a pandemic so we weren't utilizing all of the functionality that was possible. Now we are able to work remote, connect with each other, have video meetings with multiple people and conference calls with the click of a link. We are so busy at BigRentz that having something consolidate our workflow and be easy to use is a huge plus.
Nic's Reliability and Ease of Use
What do you like best about the product?
Learning Nic was easy, there wasnt much of a learning curve going into their system. It calculates agent time rendered. And provides a lot of customization options which are always welcome. It is also transparent when it comes to the availability of fellow agents which is useful when it comes to keeping track and making note of the team's capability for the day. The reload option helps a lot because sometimes it does get stuck on the lower end of the network status bar and so click on Reload helps in refreshing the whole app. The fact that is is web, which means there is no need to install any sofftware into the pc. So long as you have credentials youll be able to login and do you job which is beneficial during this time when remote work is the ongoing trend
What do you dislike about the product?
Sometimes Nic tends to act up on network issues which can be quite a hassle for a time. At least, it used to. Lately, within the last three months, it had been consistent so far. I also notice that it tends to fluctuate often in terms of the network status and shows data that is yet to be updated in mine or my colleagues' Nic status.
What problems is the product solving and how is that benefiting you?
It helps me as an agent keep in track of my time more accurately, both the availability and unavailability which is alwasy useful when there is a possibility of dispute. When it comes to benefits, like i said before. the learning curve is not demanding and quite forgiving so adding in new people into the team to use Nic is not that big of an issue.
Recommendations to others considering the product:
More options in ringtones. Right now I can only select from a limited list which comprises of beeps that can be easy to miss. Hoping they can be longer.
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