NICE CXone Mpower
NICEExternal reviews
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Excellent tool for real time management and WFM needs
What do you like best about the product?
I am very happy with the tool functions. Very user friendly.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
below are some of the best features which i liked about the tool:
Workforce Intelligence.
Real-time Reporting and Dashboards.
As the Administrator CXOne/inContact is easy to use creating skills, users, profiles.
What do you dislike about the product?
Certain areas where it can be improved is skilling options basis campaign, alert management system for critical queues if they go below a threshold etc.
What problems is the product solving and how is that benefiting you?
Realtime management of queues handling. WFM as overall
Recommendations to others considering the product:
Its very nice and easy to go tool which everyone should consider, alot of improvement in reporting and analytics we have observed since we start using it
It's fairly easy to use, as well as helpful when it come to tracking calls
What do you like best about the product?
The clarity of the voice volume is good.
What do you dislike about the product?
What I disliked about in contact are the few times it has frozen or had a call come in and there was no way to answer the call.
What problems is the product solving and how is that benefiting you?
The times I had problems with refused calls, ever since the cockies have been cleared it runs goods for me.
Recommendations to others considering the product:
Show more trainings on how to use the portal as and check history calls.
A fast and user-friendly alternative for a simple process: inContact
What do you like best about the product?
It's simple, compact, well-equipped, user-friendly and so easy to use. Verizon created an stable and well organized environment for a simple process and our everyday: taking calls.
What do you dislike about the product?
The only inconvenience is something that can be know as the Achilles heel, when you press F5, either mistake or wanting to refresh the web-page for any or other reason, the system drops and the next call won't be able to listen to what your're saying. Can you improve a little bit he interface of MAX so the microphone can be controlled from there? Also you can add another phone tone to MAX, or colors. Also can you improve your agent pre-bulid reports?
What problems is the product solving and how is that benefiting you?
I take call from the continental US from a warehouse-sales multinational. I actually have a great time using this environment. I really enjoy looking at my stats at the Pre-Built Reports section
Recommendations to others considering the product:
Please be aware that it has some things like the simplicity of itc and certain connectivity issues when working from home.
At first I thought it would be difficult but its actually a very simple very capable app
What do you like best about the product?
I can call everywhere in the world. I've had to call to Mexico lots of times and I was able to dial it with the + or without it and it new I was calling to Mexico so I never had a problem with the phone numbers.
What do you dislike about the product?
I don't like that I can only have 2 calls at a time. There are times when I would be waiting for hours for someone and I can be calling someone else at the same time that would help solve the issues faster if I could have that 3rd person on the line.
What problems is the product solving and how is that benefiting you?
Being able to call Mexico like I mentioned already. I did encounter a problem though. When I would have a call from a customer and then I put them on hold then call my support and put them on hold and if the customers call would drop, I would not be able to keep my support on the line, I would have to hang up with them too, in order to call the customer back. It happened a few times.
Professional Insight from a Professional User for My Field
What do you like best about the product?
I like the fact you can perform multiple things with Incontact such quick time is astonishing. I can also record my calls and it integrates well with CRM. I like that.
What do you dislike about the product?
I just have difficulties trying to sign in at times and customer doesnt hear sound at time and have to refresh.
What problems is the product solving and how is that benefiting you?
Problems include managing my clients calls in a organized manor in which I can see if calls are being secured and not just having them come in without secure. Thats a huge benefit to help from fraud and insecure information to identify the caller.
Recommendations to others considering the product:
I would for sure mention to others that are considering this to take your time to identify any problems in your current VOIP system that are having flaws and compare it to the features that are displayed for Incontact. Once you identify its features for security or any other things then give it a try. You can try its functionality for at least 30 days and see how it works. keep in touch with the IT dept that handles any issues in the Feedback and they will fix things pretty quick I like that.
The nice inContact is a very useful tool to make and receive calls
What do you like best about the product?
I like the quality of the calls that I receive even when I am connected to Wi-Fi instead of wired internet, also I like the option that I have visibility to see the status of my co-workers on real time, another of the benefits is that the easy going interface allows me to take, transfer and put on hold the calls that I received since I work at a customer service center.
What do you dislike about the product?
Sometimes when I put on hold a call and come back I can't hear to the person and I had to hung up sometimes, another thing that I don't like is that I have to log in in the CXOne to receive and make calls. Something else that i dislike of this tool is that there are sometimes I receive a call the people in the other side is not able to hear me, basically there are connectivity issues that needs to be solved as soon as possible.
What problems is the product solving and how is that benefiting you?
I use Incontact on my day-to-day work to take calls in a customer service center, this helps me to receive calls from customers, also I use it when I have to contact to people outside the organization. We also use this tool to manage the time you expend working, at break, lunch and other different status that we have in our job. With the information received from the InContact reports we can measure the work of all the agents of the customer service center.
Recommendations to others considering the product:
Make sure you have a good connection to internet, it will work very good even if it is a wireless connection
The userface is simple and effective. However some functions are needed.
What do you like best about the product?
Simpleness of the max app and agents can see other available agents.
What do you dislike about the product?
Minimal functions. No history of account.
What problems is the product solving and how is that benefiting you?
I have experience less delay and it will be nice if we can have the app connected to our NXJ.
Recommendations to others considering the product:
Asked them what the front of house mainly use/need on a phone system. Normally management assure only and don't have firs experience basis.
Invaluable for Pandemic Working From Home
What do you like best about the product?
I like the flexibility of being able to work from any computer without needing extra hardware. I also think it is good that a single platform is able to provide both voice and chat.
What do you dislike about the product?
I haven't been able to find out if I can transfer directly to voicemail. Some of our call routing is overly complex.
What problems is the product solving and how is that benefiting you?
Our planned switch to NICE inContact ended up being during the beginning stages of the pandemic. Being able to work from any computer without having to have specific hardware allowed me to work from home with ease.
Recommendations to others considering the product:
NICE inContact is a flexible and adaptive tool.
Has been enjoyable so far :)
What do you like best about the product?
How quickly the application lets me sign in.
What do you dislike about the product?
Sometimes my maxx call agent doesnt work
What problems is the product solving and how is that benefiting you?
Tech issues with customers
Recommendations to others considering the product:
It's a very nice application. It's sleak, fast, and easy to understand. You will have to clear your cookies and cache every now and then, but I'm happy with it.
Reliable and Consistent platform/system
What do you like best about the product?
The InContact NICE tool has a very stable connectivity. We were utilizing the old version of the agent phone and was very easy to switch to the Max application (even before all users were forced to move due to the migration that Ring Central requested). We hardly experience any hiccups which minimizes operations interruptions. Even when we have had disruptions, the support team's response time has been extraordinary: pretty efficient (they solve any problems we are experiencing), they also kept bridges open for additional problems and follow ups. Their technical support was also essential when we re-wrote our IVR, they provided excellent guidance and the product software was easy to install and use to make that internal upgrade happen. Since the upgrade to our new IVR was completed in February 2019, we have not had any problems of any kind with it and has been real easy to make small tweaks in the background as needed. For our quality department, the recorded audio has not given substantial issues to where we need to escalate to the team due to bad or missing audio. Thank you for such great product
What do you dislike about the product?
The tool is not efficient when you're handling a larger call center. Not having a Mass skill option is a letdown
What problems is the product solving and how is that benefiting you?
The Voicemail feature is one of the best tools i've utilized as this makes sure that after hours messages always get answered and pushes accountability to each rep that is taking it
Recommendations to others considering the product:
Recommended for: Ease of reporting, admin side setup, Studio InContact easy to utilize IVR tool, quick technical support.
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