NICE CXone Mpower
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One of the best call center apps.
What do you like best about the product?
It can be fine-tuned to suit almost everyone's needs.
Offers a wide variety of countries to get DIDs from.
Offers a wide variety of countries to get DIDs from.
What do you dislike about the product?
It's quite complex for administrators who have no previous knowledge of working with Call Center applications.
What problems is the product solving and how is that benefiting you?
Call routing depending on skill sets or group membership.
Mapping DIDs from different countries to our main phone lines.
Mapping DIDs from different countries to our main phone lines.
NICE inContact has done wonders for our call center!
What do you like best about the product?
InView is one of the most handy products that directly effects everyone in the call center. Agents and supervisors love being able to see all of their metrics at a glance and it has saved my support team a ton of time when it comes to running reports and calculating agent metrics.
What do you dislike about the product?
I wish that all of the products that we use from NICE inContact were more easily integrated or had a single point of entry. It is a bit cumbersome to have separate usernames and passwords and points of entrance for each product.
What problems is the product solving and how is that benefiting you?
We have increased agent efficiency by using inContact to deliver all of the pending work items based on priority rather than manually assigning agents to work specific queues based on need. Agents no longer are waiting for phone calls because they get work items delivered to them if there are no calls and get calls delivered once they finish their work items.
Recommendations to others considering the product:
NICE inContact has many products that help make a call center run much more smoothly. I would recommend IEX, InView, and the ACD to any call center.
Overall Great
What do you like best about the product?
I like the flexibility of InContact and the ability to grow, we are a company of 80 but we are growing monthly.
What do you dislike about the product?
It can be a little complex when it comes to the IVR the first part is easy but then you get lost in all the logic and how to do call backs.
What problems is the product solving and how is that benefiting you?
Inbound calls center, segmentation of clients.
Efficient product
What do you like best about the product?
The different tools that are available. The functionality
What do you dislike about the product?
The limited ability to interface with other products
What problems is the product solving and how is that benefiting you?
The webstation product and the inability to leverage all tools
very flexible and self explanatory tool
What do you like best about the product?
Everything is web-based and self-explanatory. Very good knowledge base as well, with extensive and well-disigned content.
What do you dislike about the product?
In a global team with business units (Campaigns) set up in different time zone and by people in different time zones, reporting and adjusting holiday half-day opening hours becomes a challenge. I had a Campaign created by someone in the US for Germany, and when I changed the opening hours and added holidays, all looked fine in Central, including the message at the top of the page saying "Based on your Normal Hours of Operation, you are OPEN.", but in reality lines were closed. Also, some of the Prebuilt reports do not seem to be designed by someone who uses such reports for work each day. Customizing reports are unfortunately not self-explanatory, as there are way too many similar parameters, and again, it is very tricky to create reports you might be used to as a call centre manager.
What problems is the product solving and how is that benefiting you?
On a daily basis, I'm able to easily reassign skills to different agent-based on volumes and actual staff logged in. Functionalities like voice-mail and call back are great, and overall the tool is self-explanatory. Also love the Chat support I get from the NICE support team. Always get to a solution in an acceptable time, knowledgable and very polite staff.
Recommendations to others considering the product:
I can only recommend NICE InContact, as I've used different tools over 14 years in call centre management, and InContact is by far the most flexible and well supported.
Highly custom solution
What do you like best about the product?
A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable uptime.
What do you dislike about the product?
Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration.
What problems is the product solving and how is that benefiting you?
inContact has allowed us to completely customize the end user experience. We have tied in the workflow with some of our custom applications that allow the caller to retrieve data without the need to speak to an agent.
Recommendations to others considering the product:
Also do a PoC. Compare other vendors such as Talkdesk, Five 9's, etc
Using their software has made managing the 211 call center easier.
What do you like best about the product?
The reportng is a breeze to use. Makes managing staff a lot simpler.
What do you dislike about the product?
The speed of internet that is required to use certain applications, we are a rural county and sometimes the internet is not the best, being unable to access certain applications functions can be frustrating at times but NICE inContact is always quick to respond and try and fix things ASAP.
What problems is the product solving and how is that benefiting you?
As the supervisor of the 211 Call Center the interface allows me to manage staff easily, see who is logged in and ready to work as well as how long a team member has been on a call or not ready. All while I take calls or handle the behind the scene work.
Very great product
What do you like best about the product?
Easy to use interface and great customer service.
What do you dislike about the product?
Loading of website is very slow for me, not sure why.
What problems is the product solving and how is that benefiting you?
Easier to make/take calls, manage agents and overall satisfaction of our team
Recommendations to others considering the product:
Great tool for call center experinces
Really Good.
What do you like best about the product?
Managing the platform is very user friendly.
What do you dislike about the product?
Events / outages are what I don't like because this is mission critical.
What problems is the product solving and how is that benefiting you?
Customer service is enhanced by NICE. NICE has streamlined our services.
Good product
What do you like best about the product?
Reporting, Dashboards, and the trust site.
What do you dislike about the product?
The inability to track internal transfer numbers easily.
What problems is the product solving and how is that benefiting you?
Great, up to date dashboard giving you exactly what you need to succeed.
Recommendations to others considering the product:
Look at what objectives you need to run your call center. inContact most likely has those.
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