NICE CXone Mpower
NICEExternal reviews
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It works ...most of the time
What do you like best about the product?
It's easy to use and appearance is nice on the eyes. I can watch my teammates to ensure they don't need any help, and anticipate if there are calls coming in, or how long I might have between calls. This is really beneficial as I am also going to school so I can do homework between calls.
What do you dislike about the product?
I have audio issues often and my peers also have lag issues. I have to clear cache and cookies multiple times per day, and often my customer cannot hear me when they call through. I've gone through two computers and three headsets but still can't seem to get through a full day without technical issues. I don't mind, but it's a waste of company time.
What problems is the product solving and how is that benefiting you?
I do not handle these things, my manager does. I believe my manager is working with someone from NICE inContact regarding some of the other issues that employees have been having including connection issues, lag, getting kicked out, having to log out between calls, having to restart computer to resolve audio issues...
Recommendations to others considering the product:
Have great quality equipment.
With MAX.. Easy to use and provides alot of information
What do you like best about the product?
The agent info it provides daily, helps see how productive I have been.
What do you dislike about the product?
I have not really found anything I have disliked.
What problems is the product solving and how is that benefiting you?
Making outbound calls, with Agent Reports, helps stay focused .
Great platform for remote teams
What do you like best about the product?
Nice InContact has give us great insight into agent statistics and live monitoring. We also have improved customer experience with new features designed to minimize hold times while keeping the caller aware of their place in line.
What do you dislike about the product?
I appreciate the performance area in the Max Agent, however I wish it could be customized so we could prioritize other performance statistics instead of the out-of-the-box ones that are provided.
What problems is the product solving and how is that benefiting you?
Moving to the Cloud has been great for our team, especially because we had to quickly move all our agents to remote positions. The supervisor dashboard still allows the management team to be fully aware of everyone's status and performance.
Recommendations to others considering the product:
It's a great platform. Don't invest in the extra $1000 per month for the Technical Advisor, we have not seen any ROI on that. The rest is good.
Optimized Workspace
What do you like best about the product?
It is super convenient to be able to check NICE inContact to know when a colleague is at lunch or busy with emails etc. From this information I can appropriately act as to whether to send a message or let a customer know approximately how long it will be until they will be able to contact them back. More importantly, it allows me to gauge how busy we are and see the areas that come up more commonly so I know where to brush up on my skill sets. As well, it gives me a sort of peace of mind since I know who I can reach out to now that we are all working from home, and resources are that much more important.
What do you dislike about the product?
Well, there aren't very many downsides to NICE inContact, however, i suppose a place for improvement might be if it could give us a heads-up as to whether I am next to receive a call or one of my fellow co-workers. Otherwise, it's pretty dandy.
What problems is the product solving and how is that benefiting you?
As I mentioned previously, being able to see who is "in the office" each day and how busy/occupied they are based on their status helps me gauge who I can reach out to for assistance. It gives me a general idea of how long they might be unavailable so I know if later might be better to ask a question or if an email might be more appropriate. It brings the office to my home so I can continue to work efficiently to resolve my customer's needs and have a successful day. lastly, it gives me a preview of what product resources I need to pull up so as soon as i begin speaking to the customer I can have have my tools already prepped to I can provide quick solutions.
Nice in Contact has been a wonderful platform provides a sleek look & user friendly experience.
What do you like best about the product?
The design,the accessibility,conveniency and fewer errors than the prvious platform the company used
What do you dislike about the product?
A few technical issues surrounding our call scripts and accessibility for the agents
What problems is the product solving and how is that benefiting you?
Processing claims,connectivity issues,comfort of accessibility and conveniency
Recommendations to others considering the product:
Please be open minded to the system as it is sleek and user friendly.
easy to use!
What do you like best about the product?
everything is easy to find, it is clearly marked and simple
What do you dislike about the product?
sometimes it takes a wile to load, but usually runs fine after.
What problems is the product solving and how is that benefiting you?
just answering phone calls, masking certain parts of calls etc.
Recommendations to others considering the product:
do it!!
Great System with Great Features
What do you like best about the product?
I like that I can custom create dashboards to view my team stats and performance on the phones. I appreciate the skills and user interface being simple and easy to manage for lots of users and teams. It's nice that you can make a lot of different unavailable reasons so you can have full visibility as to what my agents are doing when they are unavailable.
What do you dislike about the product?
I wish it was a tad easier to figure out how the custom reports work and how to get a report showing the information I'm looking for. It can take me a few attempts to get the report settings accurate. I also don't love that the pop up screen will lock me out and make me log back in fully. I may be able to tweak those settings but haven't figured it out yet.
What problems is the product solving and how is that benefiting you?
We are solving the issue of knowing what our agents are doing and tracking their performance. We are able to link tasks to the incontact software which is amazing. I love the ability to have visbility and manage my team fully!
Recommendations to others considering the product:
We have been able to do almost all that we need to with this software. I only wish reporting was a little bit easier but overall very satisfied.
Everyday user
What do you like best about the product?
You can connect from anywhere to anyone. I work from home, and I can use my cell phone.
What do you dislike about the product?
Features are taken away without notice or not enough features. Sometimes, connections are poor and easily affected by networks in other parts of the country.
What problems is the product solving and how is that benefiting you?
Customer service across the country is localized and during the COVID-19 pandemic, we can work remotely effectively. We are able to work as a team and accept calls for other depts and coworkers, equalizing the load for everyone. We can also log when calls took place to help customers more accurately. solve problems.
Recommendations to others considering the product:
Use it! I would highly recommend it for user and supervisor capabilities. Do not let small bugs get you down, they are few and far between. Excellent product for modern companies!
Decent Program that allows me to reach out to my customers.
What do you like best about the product?
Nice Incontact is a program that is easy to use and mostly anyone would be able to pick it up after a few days. I like that it allows me to connect with my customers in a simple and effective way. I am able to transfer calls to my peers, place customers on hold, mute my microphone and dial out using this application. It is a must have for any call center.
What do you dislike about the product?
There are not many things to dislike about this program. My only few headaches are sometimes it will randomly disconnect during long periods of inactivity. My other frustration is when using the "Launch WFO" view assignments function. This causes some issues where I have to clear my cache and cookies periodically. However since most things are corrected simply by clearing cache and cookies. It does not cause too many issues. I would still recommend this program to anyone who works at a call center.
What problems is the product solving and how is that benefiting you?
I use Nice Incontact everyday to solve a huge variety of problems. I work in the customer service industry so everyday i speak with about 50 -100 different people with various issues. Problems can range from needed assistance in placing an order, to complicated issues with internal processes and policies. The benefits are certainly enormous. We use this to product to assist people globally.
Recommendations to others considering the product:
You can change the ring tone. Sometimes the default one can be annoying.
easy to work with
What do you like best about the product?
fast way to receive call and easy way to return or transfer calls
What do you dislike about the product?
the reports for the daily or weekly do not work properly, so I am not able to see how many calls per day I took if I wanted to have that knowledge for my records
What problems is the product solving and how is that benefiting you?
solve many problems of claimants account, since providing service to florida deo, so per each call I am almost every time able to provide help to the CL through incontact when receiving the call. we receive more than
Recommendations to others considering the product:
verify that reports are working properly and accurate, so agent can have knowledge of calls,times taking during their daily shift and weekly shifts. besides that the system is easy to use, and works pretty fast in order to be able to take many calls during a day shift
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