NICE CXone Mpower
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Worst phone systems I have ever used at this job for over 33yrs! HATE IT
What do you like best about the product?
I do like the print out of the voicemail, which saves me from having to listen to every one. The email print out of the same, sometimes I find helpful. But it also clogs up my email because of that.
What do you dislike about the product?
Let's start by saying we've had it at my work for 2 yrs. For 1.5 of those years I got almost NO direct calls that even rang the 1 time it rings, because 95% of my calls went directly to voicemail. Even though I was working, sitting at my desk, and on no other call! I complained and complained to mgmt, who coincidentally are not using this system at all. It is just the Sales Force. I'm in Commission Only Sales. I'm trying to make a living. Imagine having to call every single person back? Many have phones set to not receive unknown callers. The caller ID they have will say Boston Area or a local # and not our 800, so many clients don't pick. Then it becomes a phone tag nightmare. I sell cruises, and prices can change in an instant, so phone tag can end up killing a deal. Sometimes it looks like I'm going to get to answer the call that is coming to my direct extension and I hit the "Availablle button" expecting it to be my client and I can see the client phone #, but no name on our Caller ID because it is only 2024 and Caller ID was avail with names in the 80s. So way to be on the ball. Anyway, my client was not there today and instead I got a new call that maybe I didn't have the time for or want! Calls drop for no reason. Sometimes you no longer can hear the person, or they cannot hear you. I have to hang up and call them back. I would say I get about 70% of my actual calls now and the rest go to voicemail. I would NEVER RECOMMEND ONE-MAX/RING SYSTEMS. NEVER! Our company must have spent millions to have stuck with them. I cannot even telll you how many other agents here shared my grief. The company finally did something, that is some crazy work-around. Now a calls comes in and 2 new pop up windows have to pop up in order for the call to let you know someone is trying to get your extension. Then good luck when you hit Available, as it may be someone else entirely.
What problems is the product solving and how is that benefiting you?
NICE CXone is only adding to my probems. I wish I had something it was solving. I hate it and I would much rather go back to Avaya!
SOURCE OF HELP.
What do you like best about the product?
The report section. and the mini-tables
What do you dislike about the product?
Sometimes it freezes when you use various reports
What problems is the product solving and how is that benefiting you?
it hangs in some reports.
NICE CXone provides streamlining, automation and omnichannel routing all in one.
What do you like best about the product?
The omni channel routing, wfm optimization, automation and analytics help provide a better customer and employee experience while saving money at the same time.
What do you dislike about the product?
I would like to see better dashboard reporting
What problems is the product solving and how is that benefiting you?
Better interaction between agents and their leadership
solid wfm platform
What do you like best about the product?
It is solid and easier to learn than some other platforms I have seen.
What do you dislike about the product?
I wish the platform was more flexible, and that patterns did not use FC allocations.
What problems is the product solving and how is that benefiting you?
scheduling and forecasting.
Program is good when it comes to work management and monitoring.
What do you like best about the product?
Max agent and dashboard, can review recent interactions
What do you dislike about the product?
nothing to mention at this moment, it's easy to use
What problems is the product solving and how is that benefiting you?
none
Max Incontact is working fine, old version was laggy but since the update everything is work well.
What do you like best about the product?
Very Efficient, can be use to easy integration.
What do you dislike about the product?
Calls are filtered accordingly. The tool is very useful in terms of pulling up calls for the agent for review. Easy to learn. Useful for every day in providing customer support
What problems is the product solving and how is that benefiting you?
We are using Nice as our softphone to assist customer with their loan application.
NICE CXone is one of the best platforms i've worked on and its keep on getting better
What do you like best about the product?
I can easily implement the platform based on the customers needs by using customization. The support we get from NICE engineers is amazing. There's also alot of features we can use within the platform
What do you dislike about the product?
Nothing at the moment. Sometimes its just frustrating when NICE makes changes on the backend that breaks something esle in the platform
What problems is the product solving and how is that benefiting you?
NICE Cxone make it easy running a contact centre
Outstanding Platform
What do you like best about the product?
The platform is very user friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using.
What do you dislike about the product?
Some of the backend programing is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation.
What problems is the product solving and how is that benefiting you?
We needed a platform that was stable, able to be built to what we needed and user friendly. NICE checked all of those boxes for us
NICE CXone is the ONE!!!
What do you like best about the product?
NICE CXone is most helpful and dependable
What do you dislike about the product?
Nice CXone has only minor issues. Great!
What problems is the product solving and how is that benefiting you?
The problems that NICE CXone has solved is a seamless navigation of the platform. Everything is so easy to understand and access.
I am a Junior Engineer with the CXone platform.
What do you like best about the product?
It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it.
What do you dislike about the product?
Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet.
What problems is the product solving and how is that benefiting you?
There is not a platform that can be set up as quickly as CXone. In the space of a day you can have ACD and IVR up and running and agents ready to take calls. The customization that can be carried out by one knowledable individual saves a ton in effort and cost when compared to the teams needed in several other platforms.
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