NICE CXone Mpower
NICEExternal reviews
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A few issues at the begining but were resolved with the correct Account Manager to support us
What do you like best about the product?
Reporting facility as well as the ability to open / close the phone lines as required - Ability to have people on different priorities
What do you dislike about the product?
I don't find the layout of the InContact admin side as good as the previous one was.
What problems is the product solving and how is that benefiting you?
Good reporting capacity - always new reports to be found
Recommendations to others considering the product:
Go it a go
LiveVox Review
What do you like best about the product?
I like the simplicity that everything is on one screen.
What do you dislike about the product?
I dislike that you can’t really find information on what headsets are compatible.
What problems is the product solving and how is that benefiting you?
I’m currently not solving any issues.
Good Experience, easy to work with
What do you like best about the product?
The overall layout is pleasing and doesn't take long to figure out. The Max Agent is very easy to use and functions well.
What do you dislike about the product?
When there was a major update to the visuals, it took a bit to find everything again. Max Agent was a bit finicky during initial release but all but one of those issues have been solved (searching the dropdown list via keyboard typing is impossible as far as I know so that slows things down when searching for something).
What problems is the product solving and how is that benefiting you?
NICE InContact has allowed me to do my job easily and efficiently. I literally wouldn't be able to do my job without it.
Stable and Reliable platform
What do you like best about the product?
NICE offers a up many features for all levels of what a call center needs. This allows for the for a robust back end and a user friendly connection for agents and supervisors alike. Provides a stable environment to handle calls, chat and emails.
What do you dislike about the product?
The platform does not have the most robust outbound set up for automated campaigns.
What problems is the product solving and how is that benefiting you?
Being able to control and view agents in and out of calls, and being able to gather a comprehensive knowledge of the agents and accounts.
A Great Tool in the Customer Service Industry!
What do you like best about the product?
This product has great functionality and is easy to use. To JUMP ON quickly and grab those calls rather than having to sign into multiple platforms is a great tool.
What do you dislike about the product?
Occasionally call refusals happen when your computer is a little slower but overall you can recover quickly.
What problems is the product solving and how is that benefiting you?
The systems allow me to quickly grab a call from a heads down mode which is a plus to my research
Recommendations to others considering the product:
Worth a try
Lots of Flexibility
What do you like best about the product?
As an agent, it's not difficult to grasp how to take calls/go unavailable/submit dispositions. The dashboard is customizable in every way so that you can easily see what calls are waiting, what your service level is and what agents are logged in and what their current state is. There are a ton of different reporting options too
What do you dislike about the product?
Certain features on the new agent console (Max) do not work as well as they did not the old agent console (Thin Agent/Power Agent).
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
The new integrated Softphone that Max offers is great, but it's only compatible with Chrome
What problems is the product solving and how is that benefiting you?
Benefit wise it is very easy to see the current state of every employee who is logged into the platform
Everything you need on one Screen
What do you like best about the product?
I like that it keeps me up to date with what the Agents are doing.
What do you dislike about the product?
At this time there is nothing i dislike about InContact. thank you
What problems is the product solving and how is that benefiting you?
I am able to create my own page with my team members on my account so that i can keep up with what everyone is doing and if they might need help.
Recommendations to others considering the product:
Its a good and easy way to keep tabs of your service and how long your agents are on a call as well as in dispo. Its very easy to use.
NICE is a good platform for work at home agents
What do you like best about the product?
NICE allows work from home agents the ability to use one platform to log into work, and handle calls, chats and emails via a more efficient system. The integrated softphone via MAX is a particularly useful feature that allows agents to make and receive calls via a stable ISP connection without needing a physical landline. (Bonus!)
What do you dislike about the product?
The downside of using NICE is that the system sometimes experiences lags in system information. For example, the agent box and the dashboard (or "Central" platform) are not always in sync, or agents can get stuck in wrap after a call and have to be manually logged out in order to log back in and grab the next call.
What problems is the product solving and how is that benefiting you?
The newer version of inContact has been a personal benefit mainly due to the integrated softphone system; which allows me to handle calls remotely without the use of a dedicated landline.
Recommendations to others considering the product:
This platform is great for companies who are especially looking to bring on board more flexible or work from home employees. You have the ability to set up employee profiles within minutes and have new hires training and on the phones!
Amazing call center solution
What do you like best about the product?
This system has amazing capability and features for call centers to operate from. The leading feature is the remote capability, giving agents the option to be "out of office, or remote" and still be connected to their call center obligations.
What do you dislike about the product?
Every now and then, the system loads very slowly, or lags. It usually corrects itself within a few minutes or does not last long.
What problems is the product solving and how is that benefiting you?
Remote work with agents, allowing agents to be fully prepped for the call they are about to take, before the caller is patched into them.
Great Software to Manage a Call Center
What do you like best about the product?
The phone scripting software stands above the competition. You don't have to be a hard-core developer in order to use their tool.
What do you dislike about the product?
The integration between the phone system and the WFO system still has a few years of integration before things are seamless.
What problems is the product solving and how is that benefiting you?
We're able to route calls and make changes in just a few hours, whereas most of our competitors take days.
Recommendations to others considering the product:
Get on a good and stable cluster!
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