NICE CXone Mpower
NICEExternal reviews
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Reliable Uptime
What do you like best about the product?
I like the lack of downtime when making calls.
What do you dislike about the product?
I do not like the Bulky-ness between windows as an Admin.
What problems is the product solving and how is that benefiting you?
The ability to make calls is easy and clean. Effective outrech to customers.
Recommendations to others considering the product:
Lots of bells and whistles; focus on what you need first and expand from there.
Pretty Straightforward and simple to use
What do you like best about the product?
inContacts communication. Too often companies try to hide when they have issues. inContact responds very quickly and incidents don't last long at all.
What do you dislike about the product?
Two things:
One thing I don't think is intuitive is the menu to switch between admin/acd/reporting/wfi screens. It looks like you're in the one menu, but there's no indication that clicking on the category will change it. Instead it looks like it's the categories sub-menu even though the menu items are beneath it.
The second thing is that when uploading to the dialer, it seems to have retained all the old files so all new files require a unique name. While this is not a problem and the solution is simple, why is it remembering my old files? These should be deleted periodically and quickly.
One thing I don't think is intuitive is the menu to switch between admin/acd/reporting/wfi screens. It looks like you're in the one menu, but there's no indication that clicking on the category will change it. Instead it looks like it's the categories sub-menu even though the menu items are beneath it.
The second thing is that when uploading to the dialer, it seems to have retained all the old files so all new files require a unique name. While this is not a problem and the solution is simple, why is it remembering my old files? These should be deleted periodically and quickly.
What problems is the product solving and how is that benefiting you?
We have absorbed other businesses and inContact made it easy to set up what we needed for each of the new companies while we took over.
Recommendations to others considering the product:
Drill down into each setting to really see what's available
Power Contact Center Solution, Bit of a Learning Curve
What do you like best about the product?
InContact's tools for customizing your inbound call flow is the best I've ever had to use for a dialer/contact center solution.
What do you dislike about the product?
There is a learning curve to becoming an administrator. There are several settings you have to configure manually aka sit-and-click but that's infrequent since you're not really going to have to constantly build something brand new.
What problems is the product solving and how is that benefiting you?
In the last 6 weeks, we've had some outages caused by the sub-carriers being used by InContact. This manifested itself as one-way audio between our call center agents and the customer being called where the customer's audio was not being fed to our agents.
Easy Set up and use
What do you like best about the product?
Like the most about it is that it is easy to set up agents. There is not a lot that has to be done first set up aside from the agent’s login and phone number.
What do you dislike about the product?
I would like to see an easy way to record calls and review. I know you can but like a lot of the features, Dig deep to find out where to find tools and how to use them.
What problems is the product solving and how is that benefiting you?
This has given us a way to connect agents with our customers. It’s ease-of-use has made it possible for agents to make thousands of calls per month seamlessly with very little need for supervisor assistance.
Recommendations to others considering the product:
Make sure to look through all of the reports and run them as there is surprising information hidden in those reports that has been very useful.
The move to Max client has been good
What do you like best about the product?
Works well, handles being in multiple queues for different skills just fine
What do you dislike about the product?
old thin client was low resolution and hard to see. New Max looks much better
What problems is the product solving and how is that benefiting you?
how to split calls to one number to multiple skills is not hard
Great product...intuitive!
What do you like best about the product?
Ease of use is HUGE. I walked into this call center 18 months ago having never seen InContact and am now the SITE SME in InContact. I attribute this to its ease of use and intuitive setup!
What do you dislike about the product?
Some things have strange inter-dependencies. This is a small complaint, but for example, not ready codes i think should go by skill, but they are set up by team. I guess this can avoid conflicts in multi skilled agents...but it has become an issue at times, again, very minor.
What problems is the product solving and how is that benefiting you?
The one throat to choke philosophy. It is one vendor, so the ease of acquiring support is in just having one support to contact and not having the initial steps of having to troubleshoot disparate systems. AT the same time, a cloud solution bottle necks our system at times, where if it is down, we are down. This is all acceptable as the up time is awesome.
Recommendations to others considering the product:
It is a great foundation for a call center, and they have many other products that will overlay it. WFM, InView, ProXS, etc. A truly omnichannel solution that you can get up to speed with quickly and have the utmost flexibility and reporting.
QA Tools are Great
What do you like best about the product?
Listening options- Ease of use, User friendly, Stability, Lots of features
What do you dislike about the product?
Calls get put in storage after 60 days and it difficult to get back. Reporting doesn't come out share friendly. You have to clean up the data quite a bit to get it to a place it makes sense or can be shared.
What problems is the product solving and how is that benefiting you?
Agent evals, Voice of the customer, EWFM, QA reporting
Easy to manage and communicate for our remote agent
What do you like best about the product?
The dashboard layout is friendly to read and easy to access to our remote agent, and the agent reporting is detailed and clear. This makes our call center, office agents and remote from home agents easily, can connect at same time and in one place.
What do you dislike about the product?
Sometime the internet respond time is slow and showing network error message during called out to customer.
What problems is the product solving and how is that benefiting you?
none
Great Product For Complex Companies
What do you like best about the product?
My favorite thing about utilizing Nice inContact is the diversity of what you can do. We manage and take calls for dozens of different brands, each with their own set of logic and rules and regulations. We are able to satisfy the needs of each brand while building out complex projects to improve efficiencies and overall customer experience. We love the freedom and easy-to-use tools!
What do you dislike about the product?
I would like to have a staging environment for our changes so testing new projects has less risk during the initial stages (referring to Studio).
What problems is the product solving and how is that benefiting you?
We have used Studio to build out intelligent customer routing so we can dynamically send them to the place they need to be without asking them a single question based on past calls, brand, etc. It's been incredible to see what we can do to improve customer experience!
Recommendations to others considering the product:
If you need something multi-faceted, this is a great product to pursue.
Absolutely amazing.
What do you like best about the product?
The ability listen and coach agents while they are on an active call.
What do you dislike about the product?
The inability to change my agents status with my login.
What problems is the product solving and how is that benefiting you?
I am able to coach and train my agents during an active call. To track my agents performance over any desired time.
Recommendations to others considering the product:
It's a very useful tool to have
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