NICE CXone Mpower
NICEExternal reviews
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Easy to work with. Easy to train for use.
What do you like best about the product?
I like the dashboard summary and the ease to lay it out as you prefer.
What do you dislike about the product?
Occasional time lags causing the need to refresh which then causes the need to reorganize your view.
What problems is the product solving and how is that benefiting you?
It promotes the team to me cognizant of the overall picture of the customer experience in a single look.
it's a great website and super user-friendly
What do you like best about the product?
I really like that you can choose if you want to use an integrated softphone or if you want to use your actual phone when using incontact. It gives a lot more options especially if you're having issues with one then you can just choose the other. I personally use the integrated soft phone just because it's the easiest for me and people can hear me very clearly which is great.
What do you dislike about the product?
One thing that I dislike is that if you are on a different tab on your browser and you get a call it'll automatically refuse that call when it's your first call of the day. Another thing I don't like Is that in contacts doesn't have a mute option which would be really useful because sometimes I'm coughing or I have to sneeze and I can't put them on hold just for that. Another thing that would be useful would be the option to put people on hold when you're on a three-way call because it's awkward having to keep them on the line when you need to wait for a supervisor or something like that.
What problems is the product solving and how is that benefiting you?
incontact lets me make calls to people and sets me up in a queue which is nice so I don't have to handle it myself. It also tracks my time down to the second using agent snapshot which is really nice. It was initially pretty hard to find but once I found it I use it every day.
Recommendations to others considering the product:
It really is a great program. It's really user-friendly and a lot of the stuff that it does seems to be customizable which is nice.
InContact Review
What do you like best about the product?
What I like best with in contact is that it is tracking your time and it is very accurate. I also like the fact that have the option of tracking the break, and lunch time so people don't abuse the system. I also like the idea that you can customize the different status that you can add to nice in contact.
What do you dislike about the product?
The only thing that is giving me a problem is that sometimes when you change your status to break, lunch, available or other options, sometimes it doesn't do it and the only way to do it by closing the window, and relaunch it.
What problems is the product solving and how is that benefiting you?
I am using this service for my job and I am using it to help fellow Floridians. The benefits that I realized is that it is tracking the time so people don't abuse the lunch or break times.
Recommendations to others considering the product:
It is a great service. I suggest that people use it.
An Useful Dialer Platform
What do you like best about the product?
The options are well streamlined and straightforward.
The dialer works well over VOIP.
The program can be securely used from a non-work computer in case of emergency.
The pop-ups integrate very easily with Sales Force; which is vital.
The dialer works well over VOIP.
The program can be securely used from a non-work computer in case of emergency.
The pop-ups integrate very easily with Sales Force; which is vital.
What do you dislike about the product?
This software does not share notes well with other software programs.
There's no option to set up a floor call back for inbound calls.
There's no option to set up a dialing profile for certain sensitive claims.
There are too few options available to reach back out to clients.
There's no option to set up a floor call back for inbound calls.
There's no option to set up a dialing profile for certain sensitive claims.
There are too few options available to reach back out to clients.
What problems is the product solving and how is that benefiting you?
The auto-dialer allows me to contact 3 times as many potential clients per shift.
I have the ability to get clients signed up in one call.
I have the ability to get clients signed up in one call.
Recommendations to others considering the product:
Use it. It's very straightforward and easy to work with when you've been well trained on it.
NICE inContact Reporting UI and Reporting API review
What do you like best about the product?
The customer reporting UI of NICE Incontact is very user friendly. It is useful to manage daily, weekly reports seamlessly. The parameters of the reports can be fine tune very easily and intuitively. Also Nice Incontact provides a scheduler that regularly sends out emails with attached reports. This helps use to manage the performance of Aerospace technical call center very well with improve customer experience daily.
Also the report API provided is very fantastic. We us this API in third party ETL and BI tools to seamlessly get desired reports.
Also the report API provided is very fantastic. We us this API in third party ETL and BI tools to seamlessly get desired reports.
What do you dislike about the product?
The tables and customers reports UI is not as good as those of Salesforce. The UI provides check box to select fields without any visualization of the report which is very painful. As we build the reports a visualization needs to be tied with it. For instance look at Salesforce reporting UI, building reports is so easy and intuitive as visualization of the reports is tied in.
What problems is the product solving and how is that benefiting you?
We are managing the call center performance of Aerospace technical call center. We are not only able to take customer calls with speed but also able to improve the customer touch points and experience daily. Metrics like long abandon, speed of answer, service level and average abandon time are created, managed and improved daily.
Recommendations to others considering the product:
Nice Incontact is a growing contact center software and support organization. The dashboards and reports are of good quality which helps to improve call center experience. You can go for this to manage your call center operations .
I use it for last 2 years, there were maybe very minor one or two incidents but overall i am happy
What do you like best about the product?
it is very user friendly application, you do not get lost in it
What do you dislike about the product?
that much to say about it but there were minor incidents
What problems is the product solving and how is that benefiting you?
we use it at work for customer technical support, i like the part how you can set lang skills for agents
Recommendations to others considering the product:
maybe it can be more user friendly than now but i am overall satisfied
Staying inContact
What do you like best about the product?
The browser based capabilities is the best feature of InContact as there is no additional installation required. The browser based tool allows for quick installation allowing new hires a quick and easy way to get the tool they need. With it's browser based installation there is a much shorter time when starting the tool, no waiting for it to load, no waiting for it to connect, no long waiting for it to shut down if there is a problem.
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By using a known browser this ensures that any troubleshooting needed can be done in an environment familiar with anyone familiar with computer software and even those with limited experience in a well known browser. Any troubleshooting done is simple and quick to complete. Even in the unlikely need for a re-installation the use only needs to remove and reinstall their browser.
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By using a known browser this ensures that any troubleshooting needed can be done in an environment familiar with anyone familiar with computer software and even those with limited experience in a well known browser. Any troubleshooting done is simple and quick to complete. Even in the unlikely need for a re-installation the use only needs to remove and reinstall their browser.
What do you dislike about the product?
I feel the inability to control some of the pop-ups at the user lever leaves a bit to be desired. When you are interacting with the softphone a pop-up will force you to start over and have to acknowledge that pop-up even though you had the phone as your active window. The number-pad support that is present in other softphones is missing..
What problems is the product solving and how is that benefiting you?
The problems solved vary from quick verbal phone support to having to navigate a companies convoluted IVR. A benefit would be how easy it is to check the caller's status and the ease to conference or transfer.
Recommendations to others considering the product:
Nice meets this companies needs with integration with our tools and ease of use for the CSRs who use it.
A great app for communicating
What do you like best about the product?
The app is very user friendly. What you see is what you get. Everything that you need is in the dashboard and all the tools that you might use is in the Max Nice InContact.
What do you dislike about the product?
Sometimes, there can be unexplainable errors that forces my max to restart which can be a big issue when you use the app a lot. On the dashboard, sometimes it does not update real time especially when you are just an agent. On my case, I have supervisor view so I can improvise when my dashboard lags.
What problems is the product solving and how is that benefiting you?
Nice InContact is a very useful tool to Business Process Outsourcing companies. Getting reports for an agent is very useful especially when checking their productivity. This also applies to supervisors since the application shows tabulated reports on all their subordinates productivity.
Recommendations to others considering the product:
You should try the application . The ease of use is one of the factors a company might switch to this application.
Amazing Work Experience with Good Efficeincy
What do you like best about the product?
Best Feature of InContact is, according to me would be systematic ease. making it super easy to use.
What do you dislike about the product?
Not much, but , limited headgears compatibility. Some headgear equipment does disconnects often. However, that would be a problem witht headgear equipment. Couldnt think of anything else. :)
What problems is the product solving and how is that benefiting you?
NICE InContact is helping in eradicating corporate communications lag. Had difficult time in using other cloud contact solutions, some were unstable or diffucult to operate. InContact was a good solution and is super easy to use. It's an awesome collaboration tool. NICE InContact is an absolute Critical technology.
Recommendations to others considering the product:
I would say, keep dcommunicating and giving feedback is important. Do not overlook it, give your reveiw about your problems and even if you like what you have. It makes the service better.
Using NICE on a daily basis
What do you like best about the product?
We use NICE InContact at work to ensure we are in a productive state. It also helps us keep track of our breaks and lunches. We use NICE IEX in order to manage our schedules. I love how easy it is to use, clocking in and out of work and although we do not use it for calls anymore, we haven't had any problems with it so far.
What do you dislike about the product?
When we used it for calls, we had issues getting the calls connected or sometimes it would cause them to drop. Whenever an email would come in, at times it would freeze when a call came over (calls having priority) but otherwise it was nice when we didn't have those issues.
What problems is the product solving and how is that benefiting you?
We are able to keep track of breaks and lunches, we also keep track of the time where we are on meetings and huddles as well as when we are having technical difficulties with our systems. I did realize that we are able to share feedback within the app, that helped to resolve a lot of ongoing issues we had when we were taking calls.
Recommendations to others considering the product:
Keep track of team's punches, ensuring productivity. Also being able to track meetings, use it to make calls and send emails to customers.
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