NICE CXone Mpower
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Steady and reliable ACD for most of the time we use it
What do you like best about the product?
Interface is extremely intuitive and easy to use. Customizable to a fault. We have been able to measure our strengths and weaknesses pretty accurately.
What do you dislike about the product?
Refusals and dropped calls happen pretty regularly. It is difficult sometimes to get assistance from our account manager.
What problems is the product solving and how is that benefiting you?
We have been able to decrease our AHT, increase our calls per hour and customize the ACD with dispositions to better understand where our opportunities lie.
Solid Product
What do you like best about the product?
The reporting is good, the ease of use is great.Very little downtime. Agent interface is intuitive and easy to use. This software has greatly improved our productivity and workflow.
What do you dislike about the product?
The customer service usually is not good. More complex issues incur additional charges to resolve. We do not have a dedicated account representative.
What problems is the product solving and how is that benefiting you?
We created a contact center from the ground up. We started handling direct inbound calls rather than outbound. It has greatly improved our productivity. We can now provide better service to our clients/customers. It has allowed us to branch out into other areas of business.
Recommendations to others considering the product:
At first we were hesitant to launch a full call center. Now that we have the software fully implemented I do not know what we did before we had InContact.
Solve all your call center issues.
What do you like best about the product?
The sysetm allows all communications to be easily managed thru a single queue to easily manage your skills.
What do you dislike about the product?
The lack of full integration into the Office 365 phone system.
What problems is the product solving and how is that benefiting you?
All communications can be managed in the system. Easily integrate line of business applications for a seamless solutions for your customers.
Easy to use!
What do you like best about the product?
What I really like about NICE inContact is that it is very straight forward tool/platform. We actually use
What do you dislike about the product?
Theres always a long queue when trying to reach Professional services.
What problems is the product solving and how is that benefiting you?
Geberating reports.
Recommendations to others considering the product:
NA
Effective System
What do you like best about the product?
The interactivity with Skype allows me to keep track of each call more effectively..
What do you dislike about the product?
It seems a bit memory intensive. I had issues when not hooked directly through my Modem.
What problems is the product solving and how is that benefiting you?
The ease of tracking my calls and call analytics.
Recommendations to others considering the product:
Integrates nicely with software I use such as SalesForce and Skype.
Nice
What do you like best about the product?
The real time changes able to be made to the IVR through studio
What do you dislike about the product?
Since it is an IP based tool that comes along with issues at times when there are internet issues
What problems is the product solving and how is that benefiting you?
It allows me to be able to make real-time IVR changes when there are issues, or needs to change the call flow
Software Built By Users
What do you like best about the product?
These software solutions and products work well and are thoughtfully designed and consistently updated. I've been using these services since 2011, and a few years ago I even had the opportunity to visit their campus. What I love is that these teams actually use their software every single day. So when they say opportunities for improvement or enhancement, they make it happen. It is not just a product that they sell. I love continuous iteration, and continuous improvement. And inContact doesn't disappoint. they have great communication practices, and let you know what every quarterly update is bringing to the table.
What do you dislike about the product?
Honestly there are not many downsides. As a software designer, there might be some choices I would make differently, particularly an agent facing parts of the software like Max, but they really come down to aesthetic UI decisions, So it's very hard to say that it's objectively a bad thing.
What problems is the product solving and how is that benefiting you?
One of my favorite solutions involves the screen pop ability. When a customer contacts us by any method, call chat email, we detect who they are and launch a SharePoint URL with a query string parameter of that customer's ID. this free solution lets us have a informed agent that knows about their customer before they even say hello.
Largely a Positive Experience that helps with my work.
What do you like best about the product?
For the most part, I find the system easy to navigate for accessing the things I need in performing my daily tasks.
What do you dislike about the product?
It seems like it can be rather memory intensive for online usage. I recently had to stop using wi-fi and plug directly into a modem because I was struggling with maintaining my connection during calls.
What problems is the product solving and how is that benefiting you?
Along with speaking to clients on my lap top, I also run reports which are pretty easy to access and create to look into the metrics of call volume.
Recommendations to others considering the product:
Nice inContact integrates nicely with software such as Skype, allowing for ease of use.
NICE Product
What do you like best about the product?
I love how NICE is able to predict our call volume as the day goes on and shows us if we're going to be over or under staffed based upon how the day is going.
What do you dislike about the product?
I do not like how with it being cloud based, you have to rely on their IT to fix all issues. Sometimes it's hard to get the technician to understand what the problem actually is and how it is impacting your business.
What problems is the product solving and how is that benefiting you?
With a combination of NICE inContact products and outside vendors, we have applied AI into our IVR and eliminated some of our contacts that used to require human intervention.
Recommendations to others considering the product:
Use their help menu and user communities to answer any questions you may have. If you can't find answers there, the NICE Dojo is another option.
Game Changing!
What do you like best about the product?
I like that NICE is able to assist with visibility into our daily call center flows. We are able to identify areas of opportunity, as well as make adjustments on the fly. A majority of the widgets are very user friendly and easy to manage.
What do you dislike about the product?
The one thing I dislike would be the lack of mass edits in the WFM section. We have upwards of 50+ customer service reps who we need to edit on the fly sometimes multiples at a time for breaks, lunches, etc and can only update one day at a time.
What problems is the product solving and how is that benefiting you?
We are solving for visibility into our call types, as well as employee productivity. We benefit by adding efficiencies to call answering by having the automatic answer feature turned on. We also see benefits of having the Real Time adherence tool available to see what the agents are doing at any time.
Recommendations to others considering the product:
Take the leap and implement it into your call center!
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