NICE CXone Mpower
NICEExternal reviews
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Uptime is fantastic with solid support.
What do you like best about the product?
Highly reliable contact center and terrific support availability.
What do you dislike about the product?
Reporting and intuitiveness could be better.
What problems is the product solving and how is that benefiting you?
We're able to analyze and improve agent efficiency, identify service bottlenecks and triage to success. Greater transparency with our agents.
Overall a very good system. MAX is a great upgrade to the NICE product
What do you like best about the product?
Ease of training new staff on using the system, and the stored contacts/address books.
What do you dislike about the product?
Now that we are using MAX things are working much better. The old Thin Agent would have constant interruptions, slow downs, and more issues.
What problems is the product solving and how is that benefiting you?
the system helps us efficiently answer calls, and track how the call was handled (dispositions)
Recommendations to others considering the product:
I am not sure.
If you run a Contact Center you need InContact
What do you like best about the product?
I like how intuitive it is to use. Whether it's Max or reporting & dashboards, everything makes sense and has a very short learning curve. I can quickly and easily get the information I need to make good decisions and effectively manage my department. I also appreciate the top notch level of support I receive when I do have questions or want to explore additional products and services.
What do you dislike about the product?
The base call quality & monitoring functionality is really awful. I basically can't do anything meaningful.I also would like to see dashboard functionality that focuses on abandon rate similar to how it does with service level.Lastly it would be great if you could construct reports and graphs similar to what you do with pivot tables.I have to download the info and then create the reports from scratch in Excel.The other issue I have is that many of the KB articles/resources are old and out of date.
What problems is the product solving and how is that benefiting you?
Using it to look at historical call volumes and then forecast future traffic.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
Dashboards are helpful in making info visible to reps so they can take greater ownership and understand the team's short and long term performance.
inContact Platform
What do you like best about the product?
supervisor view, is very handy to refer to for a quick overview of all your agents within the platform.
What do you dislike about the product?
By now I would think that NICE inContact would have developed an app for supervisors and Admin staff, this would make life easier than the web interface.
What problems is the product solving and how is that benefiting you?
we use the system for our Telephony, the benefits are real time stats and the changes we can make on the move.
Recommendations to others considering the product:
Pay great attention to detail, Some technical teams, miss the people on the ground when designing these solutions, but if they are included from day 1 the implementation goes smoother. Listen to the users.
Some Data Challenges but overall a good company to work with
What do you like best about the product?
The quick replies when there are tech issues is really helpful. Being able to schedule time with a SME to help optimize tools is something I've found very useful. The help tools for Nice IEX are fantastic and i utilize them all the time.
What do you dislike about the product?
I dislike that some of the data is fuzzy. It's very difficult to explain email data points. When i call support to place a ticket i don't want to stay on the phone while the tech figures out the issue. Some times a ticket can sit there for 3 days without being responded too. I wish the "real time" dashboards and Nice IEX "intraday report" were truly real time. When there's a 15-45 minutes delay in updated data, it's very difficult to make real time adjustments to ensure coverage.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
I don't like that if i have to re-run forecast, i have to re-run for all contact types instead of just 1.
I would like to be able to select a few reps to view just their schedules without having to create a filter.
I would like the CSR's to be able to view their adherence scores in Nice IEX, like they were able to in Verint.
I would like the managers to receive notification when their rep has been approved for time off.
What problems is the product solving and how is that benefiting you?
Nice InContact has helped with automating work, creating efficiencies, more visuals on the day to day to be able to make shift adjustments. Being able to pull many levels of data from campaign, to skill, to CSR, to team level is fantastic.
Incontact Warrior
What do you like best about the product?
Supervisor mode is amazing and has benefited me a ton.
Really easy to adjust the skills of my analyst.
Really easy to adjust the skills of my analyst.
What do you dislike about the product?
Reporting could be a bit better and simpler for creating dashboards and what not.
What problems is the product solving and how is that benefiting you?
Tracking our agents status through the day without InContact would be impossible.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Call adherence sometimes and making sure that everyone is held countable.
Really really amazing product.
Recommendations to others considering the product:
This tool is a staple for our company. It would be hard not to use this tool on a day to day basis.
This should be a strong tool for any call center/Help Desk related work environment.
This should be a strong tool for any call center/Help Desk related work environment.
Endless Custom Options
What do you like best about the product?
NICE Incontact provides countless custom options when it comes to our phone system, they have been able to handle any custom request when it comes to setting up our clients experience and providing our agents with the tools to assist our clients all while providing the company with the proper reports/KPIs.
What do you dislike about the product?
Some of the setup/backend settings can be convoluted, have to have support make a lot of changes but they are very easy to work with.
What problems is the product solving and how is that benefiting you?
Our agents are able to be more efficient and our average handle time has decreased. It has created a better culture in our call center and our call center agents have easy access to their KPIs.
InContact has been quite the experience.
What do you like best about the product?
I really like how transparent and prompt Support is while having an issue.
What do you dislike about the product?
While running reports, there are always at lot of "conditions" and filters. I think there should be an easier and faster way to do so.
What problems is the product solving and how is that benefiting you?
We're working on adjusting the call flow to direct certain customers to a specific line/message. Let's see how things work out! Big adjustments coming soon!
Recommendations to others considering the product:
Ensure sales are not impacting your customers while they're asking support questions. Be transparent when it comes to products and cost. Not saying that there has been issues, but it's always nice to feel like you're fully informed on things.
It's been good.
What do you like best about the product?
The customization of skills, the easy way to use the dialer and make calls.
What do you dislike about the product?
There are several bugs or glitches, like reporting or giving all uploaded records. I think it could be easier to use.
What problems is the product solving and how is that benefiting you?
We are trying to improve our call skills, and our sales by using automatic dialing.
A Solid System
What do you like best about the product?
InContact is easy to use, offers many technical features, and sports fairly easy reporting options. Tech support is typically fast and courteous, and down time is minimal. Chat, text, and email are also available all through the same system, which is handy, and the live call monitoring/call recording is so helpful for monitoring for quality control. We've also been able to link InContact to our Information & Referral database, so some of the demographic questions are asked via IVR and are automatically populated into our database. When the call is assigned, a link to their call record pops, and they open a partially completed call record. This saves us time and the uneasiness of an automated services asking some of the questions rather than a live person.
What do you dislike about the product?
I have been having issues with ECHO, which is a feature that is supposed to report automated survey results from the caller. I can't seem to get an answer on why it isn't working, but it could be user error.
What problems is the product solving and how is that benefiting you?
InContact takes much of the work out of call/text/chat/email routing for us and allows us to focus on other areas. We've seen other systems first hand that are not user friendly and sport big price tags, and we are thankful we can afford InContact.
Recommendations to others considering the product:
If you can afford it, get it. It's easy to use, passwords can be reset by users (forgot password link), and you can live monitor, coach, or barge in on calls as needed. There are so many features at your fingertips.
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