NICE CXone Mpower
NICEExternal reviews
1,706 reviews
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The system works great. Almost never have an issue with it.
What do you like best about the product?
It has a smooth-operating system. I've had zero complaints since I started using it back in January 2020.
What do you dislike about the product?
I think it could possibly be a little more user-friendly.
What problems is the product solving and how is that benefiting you?
I'm able to get in contact with all of my clients. I didn't realize I could do so much using a VOIP service.
Robust System for Call Centers
What do you like best about the product?
I like the Quality Management system. It is very helpful to review calls and coach agents.
What do you dislike about the product?
Connection issues with MAX agent can be frustrating.
What problems is the product solving and how is that benefiting you?
Agent handling times, agent quality, and reporting.
It's ok.
What do you like best about the product?
I like the ability to transfer and have access to the IVR. I like the ease of use for the program. The program allows us to stay in contact with our customers and contact them back if the call is dropped.
What do you dislike about the product?
Dropped calls
Muffled calls
Random disconnects from service
Muffled calls
Random disconnects from service
What problems is the product solving and how is that benefiting you?
inContact is used for my job to troubleshoot broadband issues with customers.
Recommendations to others considering the product:
I would consider giving your team time to train on the tool. It may seem easy to use at first glance, but there are some settings like panes, event logs, display settings that may provide a easier use for your team.
Works fine
What do you like best about the product?
It shows alot of useful information. Like categories.
What do you dislike about the product?
Only 2 calls at a time. If more calls allowed, more groups.
What problems is the product solving and how is that benefiting you?
Solving issues regarding operations.
Great Contact Center Software
What do you like best about the product?
I enjoy the ability to create and view custom dashboards to monitor our service level and customer service agent interactions. At a glance I can view agent history, disposition and length of time for each state. This makes it easy to ensure agents are hitting metrics and adhering to break and disposition expectations. As a staffing agency consultant to our contact center, I frequently use this software for HR, coaching and training purposes. This software works well for this purpose because it allows me to view real time data whether I am working from the on-site office or remotely. I typically keep a tab with my dashboard open at all times, so I can review service level at key points during the day. This software is easy to learn and navigate, which is a great bonus for me. Since I was provided access from my client, I did not receive the full training one would typically receive. However, this proved not to be an issue, as I was able to jump right in and locate all the features I needed. In time, I started to explore additional features and was able to use more portions of the system to better support my client and working associates.
What do you dislike about the product?
The ability to customize many features means that it is a fairly robust system, and takes time to learn how to navigate as a supervisor. As of yet, I have been unable to customize a service level report broken down by day. However, with the capabilities NICE inContact has, I am sure if I had more time to dedicate I could like create one for myself. Since we have a wide variety of call campaigns, there is a large amount of information that is located in the system. For that reason it is complicated to build and create new reports. That all being said, for the purposes that I use this system, I have very little complaints or dislikes. It is well suited to the needs I have to support the contact center.
What problems is the product solving and how is that benefiting you?
NICE inContact allows our contact center leadership to monitor and coach agents. From the time that I began using it, I was able to keep better track of agent hours, manage missed time punches by viewing call logs, view breakdown of disposition codes and percentages and review call history. This has allowed me to better coach agents on adherence and compliance. I particularly like the reporting feature to review hours each agent has spent in the system. This feature has enabled us to add more agent accountability for their work performance. One of my biggest problems that has been solved by NICE inContact is the ability to located and determine missed punch times. From time to time, agents forget to clock in or out while at work, and it is my responsibility to ensure this gets corrected quickly. Using this software I am able to quickly look up an agent's record for a specific day and view their log in and log out times. Since agents must be logged into this software in order to perform their job duties, I can easily see their clock in and out times within this record view.
Recommendations to others considering the product:
For contact center HR and consulting purposes, this is a great fit for me. The ease of access allows for multiple leaders from varying levels to access and review data. As a partner of my contact center client, this software has made my position easier. I have been able to more fully support my client and their associates by becoming integrated into the day to day operations via NICE inContact. My client relies on me to verify agent hours, break compliance and schedule adherence. These requests are able to be fulfilled through the dashboard and reporting options that this software offers. In addition to that, we have a wide spread of users who are not centrally located in one state or country. There are features in place that allow everyone to stay up to date and connected consistently.
NICE has some unnecessary features, but works fine.
What do you like best about the product?
Likes and recommendations: The most helpful part of NICE is how within it, I can view how many calls i've taken daily. I also do love the statsviewer, although it lags, it is very helpful to have that information throughout the day. I keep the NICE tab open all day because itis so useful and I constantly refer to it throughout my work shift.
What do you dislike about the product?
Dislikes and ways to improve: Current day schedule viewing, Time off Manager, the lag on the statsviewer. It is quite hard to view the current day schedule, although that is what I login to do the most. If I were able to customize the labeling icons for things such as 'voluntary time off' or 'Extra Time" That would be nice, since the current icons are sort of arbitrary.
What problems is the product solving and how is that benefiting you?
I am solving time off issues, and the sometimes tricky situation of shift swapping. I am also solving real-time sales conversion tracking issues with the Statsviewer tool, and I am solving the issue of missing breaks and lunches with on-screen push notifications. As far as scheduling goes, I am solving the problem of being late to work, since I can view NICE on any device, in the situation where my shift has not started yet but I would like to recall when it starts.
Recommendations to others considering the product:
My advice to anyone looking to use NICE inContact is: Turn on notification and use them regularly. They are very helpful so that you don't miss your break/ lunch. Also, view the statsviewer so you can see your stats in real time during your shift and constantly be improving.
Absolute Tool for Activity Monitoring
What do you like best about the product?
One-click sign-in, Data export and extraction and Real-time activity monitoring
What do you dislike about the product?
Very technical interface - I'm not that confident during the first time since I have to navigate to figure things that I need.
What problems is the product solving and how is that benefiting you?
Real Time Monitoring - In the current situation where everything is virtual. This tool is a good-friend.
Recommendations to others considering the product:
Better contact one of their sales team, asks for trial and maximize.
Nice inContact- The way to go!
What do you like best about the product?
I have been using Nice inContact for teh past two years.I like that when I use Nice inContact I am able to track my progress daily. I can tell how many calls I make and how much time I was in wrap. Also the system is just as easy as dialing the number on a cell phone or traditional phone. I can dial out, receive inbound calls, and check my voicemails. I like that my voicemails come through email too.
What do you dislike about the product?
At first, I was confused because I would press the button to hang up, but then realized I had to press it twice. Also sometimes I have to restart inContact if it pauses or gets stuck.
What problems is the product solving and how is that benefiting you?
I am solving problems like how to track my daily progress. I am on the phone all day everyday, so it is nice to know if I am having a productive day. I realize that I can see how many calls I made along with how long I was in the available and unavailable statuses.
I use incontact everyday for work and i love it and it makes work so much easier
What do you like best about the product?
how quickly it sends phone calls to my connected phone
What do you dislike about the product?
it has crashed on me in the past but i let incontact know and i havent seen any issues since
What problems is the product solving and how is that benefiting you?
how easy it is to track the work i am doing
Effective, efficient, and easy to work with.
What do you like best about the product?
I love how easy it is to update it through our IT department.
What do you dislike about the product?
I do think some of it is a little redundant, but it doesn't even matter because that can all be updated.
What problems is the product solving and how is that benefiting you?
We run all of the communication with customers as well as the organization of products through here.
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