NICE CXone Mpower
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NICE inContact Review
What do you like best about the product?
They are extremely transparent. You are never left in the dark if the company is experiencing an technical difficulties.
What do you dislike about the product?
The UI can be slow, and retrieving data can be painful at times.
What problems is the product solving and how is that benefiting you?
They are an excellent company to choose if need to run a call center.
Great product-Tech support could use some work
What do you like best about the product?
The InContact platform is extremely user friendly when it comes to maintaining the system and adding users. I have been really happy with the ease of learning and the training materials available.
What do you dislike about the product?
The tech support is spotty and is sometimes very slow to respond to issues. I feel like they don't completely understand when InContact is being used in a primarily for inbound calls how to help us
What problems is the product solving and how is that benefiting you?
We are able to better manage call flow on a line that is seasonal and very busy with the call back feature that allows callers to call and put themselves in the queue and get an estimate of how long it will be for us to call them back
Recommendations to others considering the product:
Make sure you understand all of the costs involved in the billing and how they work--we were shocked by our first billing cycle
Nice inContact
What do you like best about the product?
Using inContact has allowed us to have screen pops to dedicated protocols for each client. Makes life easier for the agent taking the call.
What do you dislike about the product?
We have had a lot of issues with the MAX agent. Functionality is different and does not include a lot of things that the thin agent did. There have been some improvements but i have had to spent a lot of extra time working with technical support to troubleshoot issues etc.
What problems is the product solving and how is that benefiting you?
The max agent does not ring like a regular phone. The headset answer options do not work and having to actually press the accept button on the agent takes longer. We had several issues with being able to add multiple calls into a conference call which took weeks to resolve. We see more dropped calls and lag issues with this agent than we ever did in the thin agent. The agent box itself changes sizes and is not able to be customized plus it takes up more space. Lots of things with MAX have not gone well.
Works well, needs better support
What do you like best about the product?
The interface, easy to look at and good widgets
What do you dislike about the product?
Lots of issues with our Salesforce integration.
What problems is the product solving and how is that benefiting you?
We are able to see our call queues by casting to a large tv in each office.
Best and easiest way to communicate using the Web
What do you like best about the product?
Nice InContact offers a great product for VoIP telecommunications through WebRTC platforms and soft phones. Very reliable, great support and immediate reaction to issues. Proactive updates and enhancements, too. Programmable dialers and scripts make this product a great asset.
What do you dislike about the product?
Sometimes changes will break the service while on production hours. Although they're quick to fix, this interruptions are somewhat annoying. Other than that, everything works fine.
What problems is the product solving and how is that benefiting you?
NICE InContact solves our communication needs for our Call Center. Keeps our Agents and clients connected.
Recommendations to others considering the product:
This is the best bang for your buck.
Great product with easy implementation
What do you like best about the product?
Great implementation team to make migration a breeze
What do you dislike about the product?
Only supported on Chrome Browser, this is a problem for managing another piece of software. We hope they support MS Edge soon.
What problems is the product solving and how is that benefiting you?
App Consolidation, all our tools are in one place.
Recommendations to others considering the product:
Use your implementation team
NICE inContact have a great platform that provide solid service and good customer service
What do you like best about the product?
The system is dependable and reliable. You can load as much or little as you would like
What do you dislike about the product?
The communication when new upgrades are rolled out.
What problems is the product solving and how is that benefiting you?
We're able to load and call our customer base without having to do things manually.
A great, flexible solution to launch a call center.
What do you like best about the product?
We found NICE inContact when researching solutions for our contact center. We liked open open their solution was and allowed us to build in much of our business logic with minimal effort.
What do you dislike about the product?
Technical support could have more skilled agents that respond in a more timely manner.
What problems is the product solving and how is that benefiting you?
Although there are some problems, the benefits easily outweigh them. Their APIs are great for porting functionality into our own systems and customizing reporting.
NICE service
What do you like best about the product?
Simplicity of programs. Set it up and it works. Monitor the agents through reports and pie charts for productivity. Get as much reports in place at set up for monitoring. Pie charts are helpful. Sign up to monitor phone calls. It is a good way to hear conversations and help work with agents skill set.
What do you dislike about the product?
Robo calls that come randomly. Waste of my agents time and waste of productivity. Contact when I need help with service. It seems like I have too many hurdles to go through. I don't like waiting for help with return calls. Going through an agent to get help
What problems is the product solving and how is that benefiting you?
Ease of phone statistics and reports to monitor statistics of department and the productivity of the department. Increased call service by each agent. Ease of returning calls. Service is rarely down. If do
Recommendations to others considering the product:
Set up it from start with all aspects of business monitoring. Utilize reports to monitor activity of the agents taking the calls. Set up productivity charts. Make sure you have a solution for robo calls and fake calls.
NICE inContact review overview
What do you like best about the product?
Cloud based solution powered by top-shelf applications like Studio.
What do you dislike about the product?
Behind 5 months on delivering a Level 1 AOC to your PCI compliant customers.
What problems is the product solving and how is that benefiting you?
A much better solution for creating workflows and scripting in general. If you can imagine something, you can build it.
Recommendations to others considering the product:
A solid product with overworked TAMs, and a Support team with growing pains.
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