NICE CXone Mpower
NICEExternal reviews
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Cloud Contact Center Solution
What do you like best about the product?
The robo-dialer is what I like best, as we can schedule callbacks to inform customers about repetitive issues.
What do you dislike about the product?
The main issue is that I do not have full control over logged-in agents, to place them in whatever status I wish.
What problems is the product solving and how is that benefiting you?
iContact allows us to solve the workforce issue and also the inbound call issues, as we are able to see just how many calls are hitting the cue on a daily basis, the number of agents needed, agent availability, and productivity.
Recommendations to others considering the product:
Contact the team to see if this software is right for you, in most cases it really is.
NICE is nice for your business
What do you like best about the product?
I enjoy the ease of modifications that can be done on the next system.
What do you dislike about the product?
there are parts where you cannot modify for instance the contact history that's green I want to be able to make it bigger but unfortunately i cannot.
What problems is the product solving and how is that benefiting you?
I have been able to have my agents know exactly where they need to be in regards to their statuses and time they have taken on every call.
Contact Center Software for the Modern Call Center
What do you like best about the product?
I enjoy using NICE inContact for my team! It is easy to configure and includes a ton of features out of the box. It allows us to run our call center efficiently. I love the tools available for reporting, including the custom features. I also like the ability to live monitor calls as they are taking place.
What do you dislike about the product?
Sometimes the functionality would go down, but the team was quick to respond.
What problems is the product solving and how is that benefiting you?
Outbound campaign dialing, reporting features, quality recordings
Recommendations to others considering the product:
Explore all features so that you are getting the best use of the product; ask lots of questions and be involed
Easy to use Product
What do you like best about the product?
The ease of use. Products are pretty intuitive and user friendly.
What do you dislike about the product?
Customer service has been hit or miss. When completing a new implementation of a point of contact we had a lot of miscommunication and misunderstanding about timing, expectations and missed a deadline because of it.
What problems is the product solving and how is that benefiting you?
The product has allowed us to improve our contact center operations by giving us one platform for all media types. It has also enabled us to work from anywhere on any device and given us some redundancies.
Recommendations to others considering the product:
This system offers a holistic approach to contact center management suites, allowing for ease of management, in a user friendly way.
Powerful platform - lacking clarity and support
What do you like best about the product?
Studio flexibility is the best feature top of the list.
What do you dislike about the product?
support its been somehow always behind, communications are not all the time clear and expectations are always impacted.
What problems is the product solving and how is that benefiting you?
Integration with multiple platforms and call flow flexibility.
Recommendations to others considering the product:
check the scripting solution, so far, in my experience is one of the best out in the market
I contact review
What do you like best about the product?
The capabilities and flexibility for being a SaaS provider.
What do you dislike about the product?
That it doesn't integrate into Skype for business fully.
What problems is the product solving and how is that benefiting you?
Skype for business not having an ACD solution
Seemless movement into several centers.
What do you like best about the product?
Our organization prior to moving to Nice-inContact relied on each individual outsourcer to ensure availability of circuits and obtaining phone numbers. After the transition, we were able to achieve this on a unified platform.
What do you dislike about the product?
Outages of any kind. Because we are using this as the single platform, any outage is critical to our business.
What problems is the product solving and how is that benefiting you?
Cross functional skilling/routing along with significant marketing gains through the inView product.
Recommendations to others considering the product:
If you are in the market for a stable, unified system for multiple contact centers... Look no further, this is a product for you. There is never a perfect tool, however this tool set provides the flexibility to adjust to several use cases.
InContact Review
What do you like best about the product?
Nice InContact is very easy to navigate through. It shows you what each employee is doing at the moment and it keep tracks of pretty much everything.
What do you dislike about the product?
The thing I dislike is that some calls take about 30-2 hours to download so we can review them. So for instance if we need to review a call right away we do not have the ability to do so.
What problems is the product solving and how is that benefiting you?
Coaching opportunity on breaks, lunches, and calls.
Sono Bello Supervisor using Incontact
What do you like best about the product?
It is quite easy to use and easily laid out. I have seen the uses from an agent perspective and a supervisor perspective.
What do you dislike about the product?
The Supervisor Max is very difficult to use and does not like to stay on contacts. Also, I have come to notice that the agent leg for that disconnects quite often.
What problems is the product solving and how is that benefiting you?
The benefits of incontact are things like pulling contacts, agent login times, their activity, plus it integrates well with our inview.
Recommendations to others considering the product:
It is a great software to use. I do recommend utilizing each of its options when it comes to an admin ability. There is a lot it has to offer.
Effective Call Center application
What do you like best about the product?
Advanced functionality, high degree of customization possible
What do you dislike about the product?
Not the most user friendly interface. Reporting elements need to be more flexible and dynamic.
What problems is the product solving and how is that benefiting you?
Call center operations. Dialer functions.
Recommendations to others considering the product:
Effective contact center solution and enhanced dialer capabilities
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