NICE CXone Mpower
NICEExternal reviews
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Incontact keeps me in contact!!!
What do you like best about the product?
Easy to use and user friendly, keeps track of calls for me
What do you dislike about the product?
not accurate on keeping track of the calls, but close
What problems is the product solving and how is that benefiting you?
everything is one place, love that my phone and contacts are all on my computer..all internet based...bad side...its internet based...
Recommendations to others considering the product:
na
Interesting Web Based Phone Software
What do you like best about the product?
Easy to use and intuitive, easy to copy and paste numbers into
What do you dislike about the product?
Once in a while it can take 2 attempts to log in, and the double hang up button is slightly annoying
What problems is the product solving and how is that benefiting you?
We are adding an auto dialer which will make my life sooo much better
Recommendations to others considering the product:
Nothing to say so far
Has helped us with insight on our team!
What do you like best about the product?
I like that it helps review my teams productivity and refused calls to see who is doing their jobs.
What do you dislike about the product?
Hard to navigate, feels outdated, thats it.
What problems is the product solving and how is that benefiting you?
Team productivity and anyone who is not working as hard as others.
NICE inContact Review
What do you like best about the product?
* Customer analytics dashboarding feature provides a solid overview of performance across key KPIs
* Straightforward and user-friendly UI makes navigation and usability a breeze
* Has a dedicated customer success team that is easy to reach by phone or chat
* Provides customization features to tailor fit the platform to your specific business needs
* AI and automation functionalities are a true innovation in the call center software space!
* Straightforward and user-friendly UI makes navigation and usability a breeze
* Has a dedicated customer success team that is easy to reach by phone or chat
* Provides customization features to tailor fit the platform to your specific business needs
* AI and automation functionalities are a true innovation in the call center software space!
What do you dislike about the product?
* Integration with key business applications could be made more straightforward
* Customizations can be difficult and time-consuming to set up
* Customizations can be difficult and time-consuming to set up
What problems is the product solving and how is that benefiting you?
The main business problem that NICE InContact is helping us solve is enabling scalability and traceability within the call center team. Overall, the main benefits of NICE inContact are improved customer service, reduced costs and overall business growth.
Recommendations to others considering the product:
Give it a try!
Good platform for a centralized call center
What do you like best about the product?
The QMA product & Contact History Report. Both of these items have a huge impact in pinpointing issues and helping agents improve.
What do you dislike about the product?
Basic call counters are not available in any basic reporting. This has been an issue with multiple customers. While it's great that you can customize so much, there is some basic functionality lost.
What problems is the product solving and how is that benefiting you?
In my previous company, centralizing the contact types into one platform made a huge improvement in efficiency & handling time
Overall positive experience
What do you like best about the product?
I've been using InContact for several years now and enjoy the product. Reliable system that provides all the data needed. Easy to interact with across different skill levels, for both inbound and outbound dialing. Very easy to access calls and navigate through reports.
What do you dislike about the product?
Apart from having to force out reps from time to time, it can be difficult to log calls to the proper accounts.
What problems is the product solving and how is that benefiting you?
Great at tracking rep performance and call activity.
Incontact continues to a global leader on contact centers.
What do you like best about the product?
Studio and flexibility to customize backend.
What do you dislike about the product?
Some products are outdated, at least for customers not in CXone
What problems is the product solving and how is that benefiting you?
Using an IVR our containment rate is healthy and allow us to continue manage ops cost.
Recommendations to others considering the product:
Do your research.
InContact Review
What do you like best about the product?
It is very easy to create custom reports and very user friendly.
What do you dislike about the product?
Sometimes the pages take too long to refresh or load when skilling and deskilling agents
What problems is the product solving and how is that benefiting you?
We are able to see what the agents are doing in real time. This has allowed us to manage our queues and sites effectively to meet customer expectations.
Recommendations to others considering the product:
Learn how to use and create custom reports - this is very beneficial in the long run
NICE REVIEW
What do you like best about the product?
It is very user friendly and great for our business. It makes scheduling easy and the customer reports are awesome.
What do you dislike about the product?
It can lag at times which does not allow me to work as quickly as I would like.
What problems is the product solving and how is that benefiting you?
We have been able to reduce our call volume. We have cut back on time spent scheduling agents.
Recommendations to others considering the product:
It has been such a great tool within the call center environment. It makes managing our agents so easy and being able to see what they are working on. The scheduling system overall is user friendly and simple to use. There are a lot of great tools within the program to use to your benefit. The custom reporting is also a great feature. It allows me to pull any data that I could possibly want.
Using NICE inContact as a sys admin
What do you like best about the product?
The webUI is useful and well designed. Studio allows for creation of complex IVR scripts and routing.
What do you dislike about the product?
Studio could use a refresh/update. Password expiration length could be extended. It seems everytime I login I'm prompted to change my password.
What problems is the product solving and how is that benefiting you?
NICE inContact allows us to have a complex IVR for different departments as well as a unified call manager for our various departments.
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