NICE CXone Mpower
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Good Product
What do you like best about the product?
Manages call and email tickets very well.
What do you dislike about the product?
Licenses are annoying to transfer between users, even when it's just a profile rebuild.
What problems is the product solving and how is that benefiting you?
Unified call center solution.
NiC is always striving to do better and easier. CXone, RLR, etc
What do you like best about the product?
We contracted to have NiC program our IVRs for new business and PSOD for changes to the IVRs when needed. The talent level in PSOD is excellent. I've always had a positive experience
What do you dislike about the product?
Some of the changes to applications cause us to make changes in our environment. Sometimes it can be difficult to make changes quickly.
What problems is the product solving and how is that benefiting you?
We face challenges at times making our SLA call metrics. NiC makes it easy to make configuration changes easily.
Recommendations to others considering the product:
Setting up the IVRs Surveys, Workforce Intelligence etc. Take time to plan what you want to accomplish with inContact. NiC will do exactly what you ask for.
Great system, small learning curver, little pricey
What do you like best about the product?
The platform is pretty straight forward for the skill, user, POC, etc management. It also is flexible to meet near all needs. I love that we do not need a person from inContact (or partner) to take care of any little thing and we can be pretty self sufficient.
What do you dislike about the product?
Reporting. Woof. This is a little disappointing. Canned reports (for our environment) are not good. Custom reports are much better and work fairly well. There are some functions or data points that are not able to be reported outside of APIs, such as a transfer does not count as a transfer for email. It does for chat, phone, voicemail, but not email. That design was a bit short sighted. InContact does a good job of listening to the community and communicates things that will be on the road map for development.
What problems is the product solving and how is that benefiting you?
We had nearly a 7% reduction in our staffing needs because the system is much more efficient than our previous. Flexible for remote employees which we now have a few of.
Recommendations to others considering the product:
Have a good structured plan to execute for implementation. A strong implementation will do wonders long term.
Overall good experience
What do you like best about the product?
Dashboards! I love that I can customize my own Dashboard data and have made several Dashboards for my organization - providing a bigger picture Dashboard for the executive team or very specific analyst/inbound call data for the call center managers.
What do you dislike about the product?
This is more likely specific to my organization and the other tools we are using, but our CRM is not connected to InContact, so no data between inbound calls and the CRM are shared nor automated. More could be done with this but I believe Incontact DOES have the capacity, we have simply failed to invest into making them work together for more efficiency. MAX is ok but not my favorite tool ever. It is nice and clean but some items like Agent availability I wish were a little more accessible for the analysts to see what is happening with the queues without so many additional clicks.
What problems is the product solving and how is that benefiting you?
Inbound call management is easy to configure/setup. User management is well done. If anything, I get TOO MANY notifications when something is not working or down. The support team really has a pulse on what's going on in regards to the servers.
Recommendations to others considering the product:
Best support I've received compared to all the other routing systems.
Great Data collecting and Queue management system
What do you like best about the product?
The options around data collection for types of calls/emails/chats is awesome. It's great to be able to run reports to get the data we need quickly.
What do you dislike about the product?
Data collection is delayed, you can show it within seconds but the reports have to wait till next business day.
What problems is the product solving and how is that benefiting you?
We are constantly trying different ways to improve our customers experience in the way we handle our queues, InContact allows for those changes quickly.
All In One
What do you like best about the product?
I like that there is consistent improvements to the system with the quarterly releases. In addition I appreciate that you can pay for an all in one suite. Technical Support is usually pretty solid and responsive even if you're not paying for a higher level of service.
What do you dislike about the product?
While you can get everything all in one, the additional cost can add up for add on (WFM, trancribed calls, etc). Until we paid for a TAM, it was hard for us to get assistance with projects that we wanted to work on (new call flow, SMS, etc).
What problems is the product solving and how is that benefiting you?
We are working to add SMS and update our call flow to reduce inbound calls. We need to leverage the technology as we are a growing company. So far our call volume is growing with our business, but we need to leverage InContact so our call volume doesn't keep growing as our business does.
For contact centers the software just works
What do you like best about the product?
That it is in the cloud so we know we have a large team supporting us and it's not just on our small internal team. It is also easy to have a centralized solution for almost all customer communication. Configuration to our business needs and access to integrate external systems are also easy with the use of studio.
What do you dislike about the product?
Cloud is some of the time a double edged sword. When there is an issue you are reliant on an external team, so as an IT person it feels strange to not be able to dig into all of the details. Cost is also a factor as it's not the cheapest solution out there, but my experience says you get what you pay for.
What problems is the product solving and how is that benefiting you?
A centralized solution for customer communication regardless if it's text, chat, email, or phone calls. Allowing the entire business access to understand call routing as we allow the business to dictate the call flow by them specifying how t
Front End User for 5+ years
What do you like best about the product?
Functionality, Convenience, Dashboard
What do you dislike about the product?
Not having an "active working status" for project work that requires my agents to be off the phone- All Unavailable statuses count against their working rate
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
I would like to see a better way to monitor and track agent call accuracy.
When pulling call reporting- results from one report do not match with other reports pulling similar data
What problems is the product solving and how is that benefiting you?
Workload Distribution
How I Like inContact
What do you like best about the product?
inContract has been working pretty well. We are a Service Desk that provides support through calls and inContact keeps us up and running. It has proven to be reliable for call routing for the most part.
What do you dislike about the product?
Sometimes the inContact servers go down and calls are not routed properly and are instantly refused if an analyst attempts to anser. However, these issues are rare and usually pretty quickly resolved.
What problems is the product solving and how is that benefiting you?
We are able to service our users thanks to inContact's call routing. It allows us to see how a long a user has been waiting and what type of call is coming in. It has given us more visibility into the calls we take.
Recommendations to others considering the product:
inContact is a great tool, especially for larger organizations that have a higher call volume.
It's been a great experience so far!
What do you like best about the product?
I love the responsiveness of inContact Support, as well as the reporting tools that inContact offers. Furthermore, it's been incredibly stable for us and we've had minimal downtime.
What do you dislike about the product?
It would be nice to be able to pull up the Agent Zoom for an agent if they aren't currently logged in. Offer that kind of reporting somewhere else (I haven't been able to find it). It's useful to see that detailed breakdown.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
Also, when a call is queued, the "Inqueue" time will get reset after about 2m40s. It'd be nice if that just consistently counted up.
What problems is the product solving and how is that benefiting you?
We're addressing our customer's issues quickly, and we're able to adapt to the changes in volume throughout the day.
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