NICE CXone Mpower
NICEExternal reviews
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powerful servvices
What do you like best about the product?
futures/capability of the script setup/studio
What do you dislike about the product?
there is a bit of a learning curve to understand/develop/configure
What problems is the product solving and how is that benefiting you?
IVR routing / workflows / team resource management
Light Commercial Order Management Project Manager
What do you like best about the product?
Easy to pull reports and get feedback on data for reps.
What do you dislike about the product?
Not easy to modify reports with data coming back for ease of reporting.
What problems is the product solving and how is that benefiting you?
Inbound call service level, Abandon Rate, Dispositions for call types.
Efficient Interface provides tremendous support for Call center
What do you like best about the product?
The interface is user friendly and is easy to understand. There is a lot of tasks and options that give flexibility of how we can coordinate with colleagues and clients on the line. Sometimes we have issues where our network fluctuates between online and offline, and as an alternative, we use our cellphones as an alternative way to redirect calls from our work phones to our personal cellphones. When we do have issues like this, we also do call the InContact help desk for a ticket where the service was prompt and efficient.
What do you dislike about the product?
The big concern of InContact is the switch to using only MAX as the only client when our call center would rely on using the Thin Max agent; it worked well when we were able to use it through Internet Explorer as much of our work is done through that browser but it's not a big concern. We now use the Max agent through Google Chrome and while it is a good compromise, it's a hassle to use two browsers at once for us to get the job done. Sometimes, the application will close randomly and we are not sure why but it could be on our end with what we are using. Most of the issues of InContact has been resolved with the recent update to the infrastructure of the MAX Client.
What problems is the product solving and how is that benefiting you?
As a call center, we rely on using InContact for us to manage calls and follow up with our clients. We realized that the application is able to do much more, plan out hours when we are open/close, transfer calls left and right depending on the situation. We are able to have weekly conferences that ensure our team is on the same page when it comes to the latest updates for the products we use, DSS and PASS.
Recommendations to others considering the product:
InContact is a great solution for Call Centers where the integration can be implemented for many workforces easily. Support is very quick to offer solutions when there are issues. The interface for the MAX Client is user friendly and presents a very easy to follow flow of how calls are logged and presented; all while you are able to see every user on the team in the tasks they are doing. This helps gauge on how the productivity of our work is presented through a pie or bar graph that show cases the total amount of inbound versus outbound calls.
It's been great, Meldee our account manager is awesome
What do you like best about the product?
The details in the reports and scripting.
What do you dislike about the product?
In the beginning, Incontact was dropping a lot of calls. That being said these issues were resolved.
What problems is the product solving and how is that benefiting you?
I currently don't have any problems.
Recommendations to others considering the product:
My advice would be to try it out. I guarantee they will like it and there is nothing to lose.
NICE IEX WFM Tool
What do you like best about the product?
The tool enables me to do my job. The number of items you can accomplish with the one tool if utilized correctly.
What do you dislike about the product?
The flow of the system is lacking quite a bit.
What problems is the product solving and how is that benefiting you?
Scheduling, Call Tracking and IVR
Recommendations to others considering the product:
Make sure the system will work for you and do what you need.
Well balanced contact system
What do you like best about the product?
The way it handles and distributes incoming contacts is really smooth. The data collection and reports are what shine.
What do you dislike about the product?
its comparability with different web browsers, can cause issues with users.
What problems is the product solving and how is that benefiting you?
we have been able to maximize and problem solve our balance of workforce in our different call queues.
Great Phone Management System
What do you like best about the product?
Powerful report creation, allows you to track many KPIs and give you a real time overall of your team performance, you can break it down by agent, skill or campaign. Intuitive and well documented.
What do you dislike about the product?
Some times the application crashed and required to clean the cache and cookies in order to make it work.
What problems is the product solving and how is that benefiting you?
We move from another phone system (Avaya) I like InContact most because it give me lot of options and flexibility for manage and monitor my team performance.
Recommendations to others considering the product:
great phone system, make your team management easier and flexible
A Useful Tool
What do you like best about the product?
This tool is useful for managing large call volume as well as integrating with other analytical tools.
What do you dislike about the product?
I don't have any complaints about inContact.
What problems is the product solving and how is that benefiting you?
Makes it easy to spot areas for improvement.
Great Experience
What do you like best about the product?
We always receive quick and exceptional support from our TAM.
What do you dislike about the product?
NICE IEX has a lot of steps that I feel could be condensed or made simpler.
What problems is the product solving and how is that benefiting you?
Calls route through properly, scheduling is much easier, forecasting is more accurate, Engage screen recording option has been very beneficial in helping us coach our employees.
Recommendations to others considering the product:
n/a
Easy to use with a good graphical interface. The software integrates with Salesforce very well.
What do you like best about the product?
Simplicity. The software is fairly easy to use for most call center agents. The software is reliable and integrates with Salesforce very well.
What do you dislike about the product?
The customer support for InContact is not as helpful as we would like.
What problems is the product solving and how is that benefiting you?
Dialing campaigns in Salesforce and having our call center agents contact thousands of people every day.
Recommendations to others considering the product:
A great contact software that integrates with Salesforce. The software provides easy to use features and allows agents to quickly service marketing campaigns.
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