NICE CXone Mpower
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NICE CXone Review
What do you like best about the product?
An easily navigatable interface in terms of finding stats.
What do you dislike about the product?
More customization options for monitoring different queues.
What problems is the product solving and how is that benefiting you?
Meeting demands for resolving customer needs.
Recommendations to others considering the product:
None at the moment
NICE inContact: efficient, intuitive, user-friendly
What do you like best about the product?
Learning to use the NICE inContact system was not very difficult or overly time-consuming. The icons provide the user with some reference to its functionality despite the lack of a title or name for the icon. Once the user is accustom to how to navigate the system, the system provides many valuable tools.
What do you dislike about the product?
Initially, the system was difficult to navigate because none of the icons were labeled. One had to learn the function of each icon by trial and error. When hovering over the icon there is a one or two word name for the icon; however, I believe it would be easier for new users to see the name directly beneath the icon and instead of having the name displayed when hovering over the icon there can be brief description of the information that can be found with that icon. Another suggestion I have is for the contacts history icon and the information displayed in the list of previous contacts. Currently, the information displayed in the contacts list is the phone number. If there is an account that a user needs to refer back to and there isn't an account number, then the user may have some difficulty locating that account. Having the account number displayed would be useful in referencing previous accounts.
What problems is the product solving and how is that benefiting you?
Using NICE inContact allows me to supervise my agents effectively by monitoring their calls, observing the amount of time spent in various auxiliary codes, and escalating calls when necessary. Closely monitoring agents allows me to provide real-time, one-on-one guidance and coaching. In addition, the system provides detailed information in a precise and easy to read format. For example, I use the system to keep track of agent behavior to develop performance improvement plans and identify specific indicators that may help an agent meet their goals for productivity.
Recommendations to others considering the product:
I would recommend to new user that they take the time to explore all of the systems functionality. Although it may take some time to learn how to use the new system, one is likely to find themselves working at a higher rate of productivity.
Improvement in how calls are handled
What do you like best about the product?
Call Recording accuracy and ease of transferring between departments
What do you dislike about the product?
There is a system error which causes emails to duplicate
What problems is the product solving and how is that benefiting you?
Call Handling time frames are problems that are being solved > The benefits so far have been the ease of transferring calls within departments and accuracy of login times
Recommendations to others considering the product:
Great too to track call type and issues. Also great at scheduling and adherence keeping. Good tool so far
Has put us yet another step ahead.
What do you like best about the product?
Being able to see all of our callers/clients activity is what i enjoy most about NICE. Right when I answer a call, everything I need to know to help me do my job is right in front of me.
What do you dislike about the product?
Too many additional screens. We have dashboard, then also max agent and the customer pop.
What problems is the product solving and how is that benefiting you?
I am able to see if a client has already spoken with us, right when i answer a call. I am able to see any notes that have been entered in an files tied to the caller/client.
This product is an effortless tool to pick up and utilize for any company
What do you like best about the product?
It's reactive and I am able to manage my time better, knowing how many agents are available at one time. I love being able to add notes at the end of the call. I also enjoy being able to go to the website and all of the options that I have as far as setting a schedule and things like that! The queue options are wonderful and knowing that I can look at my full history by logging into the site is great too. I had some initial issues with my Agent ID vs logging in with my phone number, and it wasn't very easy to figure out; however finding the answer was easy due to the knowledge base options available.
What do you dislike about the product?
I don't like that it relies on another app in order to take calls. I don't like having to log in to 2 things in order to do my job. However, this is something that I've gotten used to. I don't know if this is how my organization utilizes the product though. I know that it was brought over from physical phone lines, so that could be why.
What problems is the product solving and how is that benefiting you?
The ability to make sure our customers are always covered. We are always there for our customers now, even during meetings. I love being able to see the queue during meetings. Our manager is also able to set up after hours support for our team. This means that it will cycle through our team until one of us answers, and if we can't get to the customer, it will make a case through salesforce! It's a great feature because we can listen to the recording right from the case and call the customer right back!
Recommendations to others considering the product:
I would recommend to do your homework and make sure you are setting yourself up for success. This is a great tool with lots of reporting capabilities! It can definitely lead you on your way to victory! I would see how it integrates with other software that you utilize so you can get the best functionality out of it that you need for your company.
Review on InContact
What do you like best about the product?
Functionality in the system is seemingly very efficient and the interface is very easy to navigate.
What do you dislike about the product?
When you have a caller on hold when using a 2nd line (such as for an interpreter) no option exist.
What problems is the product solving and how is that benefiting you?
We are using it to service call for member and if needed make outbound calls or transfers internally. The benfits are fullfilling these requests.
InContact review
What do you like best about the product?
The most helpful part are that the code are ez to get to.
What do you dislike about the product?
Some times it does freeze up and does not allow you to hang up or change codes
What problems is the product solving and how is that benefiting you?
In contact makes it very ex to transfer to a different dept
Streamlines communication for business
What do you like best about the product?
Time tracking, how long the caller has been on hold, status options and call count view
What do you dislike about the product?
UI is a little slow which causes lost calls form time to time
Occasionally the interface will freeze
When accepting an incoming call, it will lag for a brief period of time
Occasionally the interface will freeze
When accepting an incoming call, it will lag for a brief period of time
What problems is the product solving and how is that benefiting you?
Enabling agents who work from home to interact and provide assistance to clients
inContact is adequate
What do you like best about the product?
I'm not great at figuring out computer programs, but inContact is very easy to use.
What do you dislike about the product?
The shift bid in NICE is super convoluted and nonsensical.
What problems is the product solving and how is that benefiting you?
I use inContact and NICE for my dialer and scheduling.
Radiology
What do you like best about the product?
Unlike other programs this one was easy to learn and came with many new useful short cuts such as transferring patients and putting them on hold. It been an easy transition for all the team.. I would like to also mention that the reps that came to install were so sweet and helpful the whole time. I wouldn't want to go back to our old system again!
What do you dislike about the product?
I dislike that fact that its not really meant to make our life easier although it has some new features its not a lot that it makes a huge deference its more management driven meaning they can track productivity better, they can see how many calls come in and who takes them.
What problems is the product solving and how is that benefiting you?
Before incontact we had lots of trouble getting a hold of our team and seeing if they were available with this new program that problem has been solved. The team has benefited in its simplicity.
Recommendations to others considering the product:
I would recommend it mostly to call centers because it helps keep track of the team it also is a very easy program to learn and on top of that it seems easily adjustable meaning if you can change modalities, type of call and what calls come through. Also adding people is easy
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