NICE CXone Mpower
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NICE inContact is a great program to get your company started. No need to stutter, just get it now.
What do you like best about the product?
I can use it on a laptop too, that helps. It's user frinedly and has all the tools needed to provide a great serice to custoners. Overall, I'm good having NICE inContact as my go-to program for this company.
What do you dislike about the product?
Sometimes it seems pretty slow to actually enjoy the usage of it.It's mostly that, it may be out of the program's control, it may be the internet at the moment or the power breaks but other times I understand the program has it's problems during the calls. Some may even sound a bit distorted and others you hear no sound at all. It's all relative to it but, like everything, it has some flaws. Nevertheless, I'm still a satisfied user of it and would love to see some updates in the time being. It's a great program to use.
What problems is the product solving and how is that benefiting you?
Mostly helps out attending customers via phone calls without them knowing my personal number to reach some help. It helps the company run sufficiently with this tool and all the help it provides us. I use it for almost everything call related in the company from phone calls to web calls and transferring calls to other agents. It's really a tremendous tool for any company. Specially now that we suffer from a critical situation as the pandemic is. This program has saved lives in it's way by letting people keep their jobs and what not.
Recommendations to others considering the product:
Don't think about it, just do it. Trust me.
Ease of Use for Monitoring Call Center Agents in Real Time
What do you like best about the product?
Once you're familiar with the system, NICE inContact allows for precise and easy monitoring of your call center agents. I can quickly determine the real time state of my CSRs (how long are they on a live call, how long they've been on a break or lunch, or even if they're in an emergency situation).
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
Additionally, I can quickly pull up and review all of their previously recorded calls in only a few moments. I can then also review that call using the built in quality software.
Everything is housed in a single area and is easily accessed. It will certainly help me save time & money.
What do you dislike about the product?
One downside to moving to NICE inContact was losing our old reporting tools & capabilities, ones I was very familiar and comfortable using. While there were some pre-made reports within the system at its launch, it was necessary for us to spend considerable time to have similar reports in NICE created that met our needs.
What problems is the product solving and how is that benefiting you?
Everything is stored in under one roof! Prior to using NICE we had multiple different systems and the data did not interact well. Now, having everything together and interconnected saves us time and money.
Recommendations to others considering the product:
I would recommend that you take a look at it. Having all of your tools under a single roof allows you to save time and money.
User friendly, good functionality
What do you like best about the product?
I like how easy it is to search for a colleague or business associate in the system to call/transfer to rather than have to look up and type the phone number.
What do you dislike about the product?
That the disposition screen does not prompt you after a call - would be great if it flashed as a notification reminder that this has to be completed to clear your phone line after a call.
What problems is the product solving and how is that benefiting you?
The fact that the phone system has been made compatible with our new operating system to be able to pull client's accounts based on the phone number they are calling from is brilliant. It solves the issue of miscommunication or incorrect spelling etc when trying to pull up a member by name. It is also really beneficial to be able to mask the call when client is giving confidential information such as a credit card number, and also great that it is recorded otherwise, in order to document things like medical questionnaires in the system.
Recommendations to others considering the product:
Definitely an easy program to use, tracks productivity so from a management standpoint this is a great feature, as well as helps with time management and is really simple for all users to learn.
Best in Industry
What do you like best about the product?
We can track the performance of our team through incontact and evaluate the calls made.
What do you dislike about the product?
It would have been great to have the recording for at least a week.
What problems is the product solving and how is that benefiting you?
We are able to track the performance of our agents, the timings they dial and work for.
Recommendations to others considering the product:
Go for it without any second thought.
I use in Contact on hourly basis. It is a very useful reporting tool for me.
What do you like best about the product?
inContact provides the ease of reporting. I can pull very granular data to a birds eye view of my team metrics.
What do you dislike about the product?
I would like to see improvement is searching for a certain report.
What problems is the product solving and how is that benefiting you?
It is a platform that provide better metrics and help you find the trouble area to improve.
Works Well But Room For Improvement
What do you like best about the product?
User friendly, easy to navigate, straighforward operating system that is easy to learn and use without having to seek help to troublehshoot learning
What do you dislike about the product?
consistent login issues, freezes randomly for no reason, sound quality on calls can be questionable
What problems is the product solving and how is that benefiting you?
much easier to place outbound calls as compared to other similar programs, easy to track my call times and productivity
Visibility and Transparency
What do you like best about the product?
I like the reporting capability and data insight it provides on agent performance
What do you dislike about the product?
the display of the dashboard can improve for ease of use
What problems is the product solving and how is that benefiting you?
Communication with staff is easier with the level of data available
NICE inContact business review
What do you like best about the product?
the ability to see who is and isn't available to take calls. it is easy to transfer calls to other team members when you need assistance or they could better help the customer on the line. you can see which team members are on break, meeting, lunch, etc. in order to determine who to transfer the call to.
What do you dislike about the product?
sometimes connectivity issues, but may not necessarily be an inContact problem. sometimes when answering a transferred call from another department, the connection will break and the call will be lost altogether. i haven't come across many issues using inContact, the experience has been predominantly positive
What problems is the product solving and how is that benefiting you?
the ability to communicate with different departments. inContact allows you to take calls from customers and transfer them to the correct representative. it makes communication much easier between customer and employee. rather than communication through email and IM, i am able to speak with others while avoiding miscommunication through computers. overall, i would recommend inContact to another employer when looking for easy ways of communication.
Recommendations to others considering the product:
NICE inContact is a great way to connect team members and people throughout an organization when working remote or working in different departments. it's a great way for customer service to receive calls and transfer the client to the correct department in order to answer their question. it's also good to be able to transfer departments while the customer is on hold in order to transfer back to the customer with the answer they are looking for.
Incontact is awesome
What do you like best about the product?
What I like best with Incontact is the user friendly settings and features like auto-answer, message and call notifications both audio and visual.
What do you dislike about the product?
Login and loading time at the start of the shift takes too long sometimes.
What problems is the product solving and how is that benefiting you?
We are solving human resource solution in many parts of US and other countries. Using Incontact has made our job easier and smoother.
Recommendations to others considering the product:
Yes, I highly recommend Incontact with your business solutions.
Incontact Review
What do you like best about the product?
Nice Incontact has a wide range of subject matter experts in different areas of the organization that are willing to help drive your business forward.
What do you dislike about the product?
We've had some struggle with their PC Dialer over the last few years. With that said the company has been committed to improving the technology and meets with our team regularly to make adjustments and improvements.
What problems is the product solving and how is that benefiting you?
Prior to using Incontact we struggled to track performance, easily report on our business and drive improvement with our staff. Nice has a growing number of tools and enhanced technology that allows us to remain flexible in an ever changing environment.
Recommendations to others considering the product:
Nice Incontact is always looking to push their technology forward. They have several different releases throughout the year that improve upon the existing tools or roll out new things that typically come as a direct result of their customers ideas.
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