NICE CXone Mpower
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This is my personal review after using Nice Incontact.
What do you like best about the product?
The nice InContact interface is easy to use, simple and help link is available on all the page, which makes us easy to get information whenever we have a doubt. The cloud technology environment on the application also make us comfortable to work from anywhere and anytime. The integration feature makes easy to work with other platform.
What do you dislike about the product?
As per my experience pulling report and comparing it is always a hard time to get accurate numbers.
What problems is the product solving and how is that benefiting you?
I solved CxOne related issue, users login issue, create report as per requirement, creating a user in incontact , creating and assigning the skills, create disposition and pulling audio recording.
Working on the Nice incontact makes possible to work remotely and quicker to apply the changes. The application also get update to new feature as the release is roles out.
Working on the Nice incontact makes possible to work remotely and quicker to apply the changes. The application also get update to new feature as the release is roles out.
Recommendations to others considering the product:
It is a good cloud base technology contact center application which is easy to user and comfortable. You also get help link on every page which make you understand better.
Very helpful when it comes to our call center
What do you like best about the product?
The reports are helpful, and clear to see what is happening on the dashboard
What do you dislike about the product?
Uploading calls for outbounds can be more clear
What problems is the product solving and how is that benefiting you?
We are able to track abandonment rate, keep better track of our daily stats. Assist with better reporting
NICE is Nice!
What do you like best about the product?
The quickness we're able to gather and sift through large amounts of data.
What do you dislike about the product?
some of the customization can be difficult
What problems is the product solving and how is that benefiting you?
How to improve our response time and what's causing our teams to transfer calls to other departments
Smooth Sailing
What do you like best about the product?
Incontact has been efficient with helping through any technical issues that we've ever had. The system is quite easy to navigate and work with. The system has improved quite a bit since our organization had started with inContact, and it is a pleasure to use.
What do you dislike about the product?
I haven't had issues with incontact in quite a while.
What problems is the product solving and how is that benefiting you?
No issues currently
It has been a great pleasure working with inContact and my TAM
What do you like best about the product?
The quick response from my TAM and her knowledge and help
What do you dislike about the product?
I have had only positive experiences so far
What problems is the product solving and how is that benefiting you?
Being able to work remote is a huge opportunity
Experience has been good thus far. Easy to use, very user friendly.
What do you like best about the product?
All the available reports that can be ran/pulled within minutes to get the data I need.
What do you dislike about the product?
The lack of help from inContacts customer service. You call for help, and all they do is gather info and create a case. They don't assist you while on the phone, I've had a case (01379597) open since 3/2/2020 and haven't had a singe reply.
What problems is the product solving and how is that benefiting you?
Calls, emails and performance management via Clearview.
Recommendations to others considering the product:
Great tool and very user friendly.
Good product
What do you like best about the product?
Easy to set up and get started with. Great easy to use tech support
What do you dislike about the product?
Somewhat confusing billing. We did not understand going into using IC everything that we would be billed for each month and how it would work, however, the team at inContact were very patient in working withus and helping us understand how we could control those costs
What problems is the product solving and how is that benefiting you?
We are able to better control call flow using the call back feature to our advantage (we are a primarily in-bound call center) which in turn allows us to manage staffing levels. We are able to prioritize the calls.
The ability to get cradle to grave data has allowed for enhanced community reports
The ability to get cradle to grave data has allowed for enhanced community reports
Recommendations to others considering the product:
Be sure to ask plenty of questions
They take time to invesgiste an issue
What do you like best about the product?
All solution will be perfect in details with examples
What do you dislike about the product?
They take a long time to investigate an issue
What problems is the product solving and how is that benefiting you?
the resolution will be very detailed if they provide
Recommendations to others considering the product:
yes i will
Customer Service Manager
What do you like best about the product?
I love that I can easily monitor our reps
What do you dislike about the product?
With our system not every call is recorded
What problems is the product solving and how is that benefiting you?
We are creating an easier system for our customers to contact us with. This helps us provide better customer service to our customers.
Recommendations to others considering the product:
I would recommend you get a full list of what Nice offers, this will allow you to understand the true value of the company. As well ask if you can have a rep assigned to your account. We have a rep for our account and they are quick, trustworthy and extremely helpful.
Great Contact Center platform
What do you like best about the product?
InContact is a great solution for call centers. The product was integrated quickly and is very user friendly. Support is quick to offer solutions when there are issues.
What do you dislike about the product?
TAMs changing frequently, and they are a hit or miss.
What problems is the product solving and how is that benefiting you?
Routing calls to 3 offices in 3 different timezones, ability to provide 24x5 phone support.
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