NICE CXone Mpower
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A game changer!
What do you like best about the product?
* This platform is constantly improving
* When implemented in late 2017 it resulted, and continues to be, instrumental in our Organization to boost a data-driven accountability culture
* It helps with CX (via Employee Engagement) as it offer a great agent experience
"Tool is easy to train, and easy to administer for new users.
* After care plans (post implementation) are available via AnswerX (their partner. The service provided by the Manager of Specialized Services and her Team is stellar!) - it has been a great fit for a small/mid-size business
* It integrates with Salesforce
* When implemented in late 2017 it resulted, and continues to be, instrumental in our Organization to boost a data-driven accountability culture
* It helps with CX (via Employee Engagement) as it offer a great agent experience
"Tool is easy to train, and easy to administer for new users.
* After care plans (post implementation) are available via AnswerX (their partner. The service provided by the Manager of Specialized Services and her Team is stellar!) - it has been a great fit for a small/mid-size business
* It integrates with Salesforce
What do you dislike about the product?
* Abandonment calculations are done in a peculiar way. It can get inaccurate real quick, if you are not trained properly on short - long abandons
* Support can be atrocious if you are a small business (The TAMs make pretty obvious that they have other priorities) - this is why the after care plan for us has made a huge difference.
* Support can be atrocious if you are a small business (The TAMs make pretty obvious that they have other priorities) - this is why the after care plan for us has made a huge difference.
What problems is the product solving and how is that benefiting you?
It has helped us to improve reporting, and it results an ally when it comes to streamlining operations
Recommendations to others considering the product:
Make sure they ensure a smooth transition from the implementation to the Account Management Team
The best SaaS contact center solution i've used yet.
What do you like best about the product?
Easy to navigate and find parameters through Central and Studio
What do you dislike about the product?
Some functions do not work as expected. When you create a new disposition, you can't assign to multiple Skills. It can only be done one at a time which is sometimes cumbersome depending on how many skills. Hope so an option to that allow you to assign an disposition to multiple skills at once.
What problems is the product solving and how is that benefiting you?
The new version on our platform (V14) doesn't allow you to disposition a call not unless you change your status. This issue has been identified as a bug in the works.
Workforce Management is a wonderful tool!
What do you like best about the product?
The ability to forecast headcount for client service representatives for various time intervals throughout the day to ensure we have proper coverage to meet SLA's. Also, very helpful in forecasting headcount based on additional volumes expected.
What do you dislike about the product?
Could be a bit more user friendly. A good example would be if you decide to add a new skill in inContact, we have to do a ton of work in WFM, this should be automated.
What problems is the product solving and how is that benefiting you?
WFM is allowing us to forecast with more accuracy our staffing needs. It has helped us spread out our lunches and breaks based on client needs which has resulted in much improved SLA's!
Stable Solution for high volume support center
What do you like best about the product?
The ease of use, and training . The tool has allowed us to be a fully work from home solution during the pandemic. The environment is pretty stable and is a great tool for those support desks that are simple contact / resolution desk,
What do you dislike about the product?
Prior to some updates, the system was very unstable. At times, the soft phone solution is a little bit clunky. Standard reporting is just that, standard, Would be nice to have better visuals that make sense and easier to use. You should not need a subject matter expert to run reports
What problems is the product solving and how is that benefiting you?
Ease of use and flexibity. My 24/6 desk can easily work from anywhere in the country. We have been able to expand our hiring outside of our metro area when there is a need for specialty skills.
NICE UNDER THE KNIFE
What do you like best about the product?
The continuous support and updates. The efficiency in responding to all queries.
What do you dislike about the product?
Some missing features that would assist in making things a little easier. Eg, not being able to change the status of my agents as a supervisor.
What problems is the product solving and how is that benefiting you?
We are able to contact our customers both locally and internationally. The updates from the support staff is amazing.
Recommendations to others considering the product:
The platform is easy to integrate with other software, the support is fantastic. They are constantly seeking feedback for improvement. A wiliness to adapt and improve.
Very little down time
What do you like best about the product?
We've been customers for 7 years and we have had very little down time over the years. The communication during any event that causes a disruption is great. The low amount of downtime is something every customer in today's world is looking for. When you get to that 99.999% of up time you can provide your team with a reliable tool to be successful in the world of support.
What do you dislike about the product?
The biggest thing I've noticed is not having a dedicated account representative. RCA for an outage seem to take awhile to get. RCA can be difficult to track in a complex environment so that definitely makes it understandable but sometimes we have customers that are pushing to get these at the speed it is happening at times.
What problems is the product solving and how is that benefiting you?
We're able to operate multiple desks while being able to control routing. The studio for building out the call flows have been instrumental in starting a desk quickly. It allows us to setup our teams to be as proficient as possible. The ability to setup agent skills and have routing attached to that which keep the best agents for certain issues available for those and new agents on more beginner level tasks. This helps them get up to speed in a controlled manner not just lets throw everything and the kitchen sink at a new agent. Which I believe helps with development and retention of agents as they get up to speed.
Recommendations to others considering the product:
If you're looking for a company that recognizes the availability needs of companies today look no further.
Good system
What do you like best about the product?
I love using the contact history report which allows my team to view the call metadata and listen to the call recording right from the system.
What do you dislike about the product?
I can sometimes be hard to download reports based off dispositions that are formatted in a consumable manner.
What problems is the product solving and how is that benefiting you?
We are able to easily track agent call states in one easy to use dashboard, which allows us to manage our floor easily.
Recommendations to others considering the product:
I would recommend it.
An industry leading solid ACD/IVR solution
What do you like best about the product?
NICE inContact's ACD/IVR solution is a solid industry leading solution that is flexible, scalable and allows for real time solutions to real time problems.
What do you dislike about the product?
The growth and stability in the area of the ACD/IVR solution offers very little to dislike.
What problems is the product solving and how is that benefiting you?
As a BPO we are able to manage our customers needs, wants and problems in a way that rarely disappoints. The flexibility of the ACD/IVR solution allows you to accomplish virtually anything that creative minds can imagine.
Recommendations to others considering the product:
Be as clear and transparent as possible when discussing your initial needs to ensure that there are no gaps during implementation.
Remote access from any where.
What do you like best about the product?
Able to do work anywhere, especially right now that our country in lockdown due to covid19. I was able to complete my projects for our new client and meet the scheduled implementation of their ACD/IVR for their EU contact centers.
What do you dislike about the product?
no option to keep the support page open until I log out. I personally use my laptop and I always lock it when I need to leave for a moment.
What problems is the product solving and how is that benefiting you?
I troubleshoot and implement changes in ACD/IVR. We also handle QOS issues. We provide how-to's on reporting. API troubleshooting for salesforce and Engage. basic set-up, provisioning and troubleshoot on softphones and IP desk phones.
Recommendations to others considering the product:
option to leave the support page open until logout.
inContact Experience
What do you like best about the product?
Omni-channel routing and easy to understand application
What do you dislike about the product?
its some times difficult to reach the inContact support tech engineer in case of emergency.
What problems is the product solving and how is that benefiting you?
All inContact application related issues, connectivity and network issues
Recommendations to others considering the product:
Omnichannel routing features
Easy to understand the application
Easy to understand the application
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