NICE CXone Mpower
NICEExternal reviews
1,706 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Fantastic Versatile Software For Any Business
What do you like best about the product?
I like how many different ways you can use this software and all the different things it can do. Whether you're a telecommunications company or a non-profit this will fit your needs.
What do you dislike about the product?
I do with the reporting was a bit more built out. We have turned internally for most reporting we would like to see built out in the application itself.
What problems is the product solving and how is that benefiting you?
We are able to manage 800+ sales agents taking calls for 15+ brands and have a solution that fits for the structure of each. This is a multi-faceted product that enables us to form and solve for unique needs without a snag.
Recommendations to others considering the product:
I would recommend working with inContact on your businesses specific needs, what they have built is immensely flexible and will work for what you need it to. They are also coming up with really interesting advancements that are attribute based with skill routing.
User friendly
What do you like best about the product?
The layout is very eye pleasing, and simple to use
What do you dislike about the product?
Just some systematic issues and outages we experience weekly with the dialer.
What problems is the product solving and how is that benefiting you?
Easy to pull recorded calls for training purposes, and monitoring. The Queue counter allows to see agents on the floor as a whole, and make sure we are being efficient.
inContact Review
What do you like best about the product?
There are a lot of cool functions and tools to use. I mainly use HOO profiles, audio files, dispositions, points of contact, and skills. I like the way things are set up and are easy to navigate.
What do you dislike about the product?
Loading times - a lot of the time it takes several seconds for something to load. If it happens with every click, it really slows down the process.
What problems is the product solving and how is that benefiting you?
It's nice that changes made in inContact go live immediately. If a problem occurs, an adjustment can be put into place almost immediately.
InContact User and Admin since 3 years
What do you like best about the product?
I really like the flexibility that InContact provides to run operations on the cloud. The PaaS model that InContact provides is ideal for a Mid Size Organization, out of the box and with some modifications and fine tuning, it can also be implemented to larger organizations. The dashboards are live and a great source of information in the real time. The Customer Support team at InContact is really helpful as well.
What do you dislike about the product?
Some of the features in the built in dashboards are not fully modifiable
What problems is the product solving and how is that benefiting you?
Business Continuity becomes much easier
The Ability to logon from anywhere using just a regular cell phone is great
The Ability to logon from anywhere using just a regular cell phone is great
Recommendations to others considering the product:
Good Product if you run a small or medium Service Desk seating about 20 resources
Solid Performance
What do you like best about the product?
The system is easy to configure and behaves as configured. Featureset is modern and constantly evolving. Support is stellar.
What do you dislike about the product?
Nothing to report so far, pleased with features, functionality, development life-cycle, and amazing support team.
What problems is the product solving and how is that benefiting you?
This product has allowed us to integrate calling features into an existing system seamlessly, thereby increasing satisfaction with our existing customer base as well as improving our sales success. Happier existing clients and additional clients to keep happy.
Recommendations to others considering the product:
Stack them against the competition, kick the tires and you should see that it has all of the necessary core functionality along with many / most of the modern features floating around out there.
Simple for its purpose.
What do you like best about the product?
Being able to access calls from anywhere -- doesn't limit to being stuck to a landline. Just turn-on the laptop, sign-in, and we're connected.
What do you dislike about the product?
The volume feature is lacking; no matter how loud I have my program and speakers to, whenever I receive a call, the volume is minimum --- when working in the office, this caused a huge problem in hearing customers, with the noise around me.
What problems is the product solving and how is that benefiting you?
The program has been a great asset, especially during these uncertain times, as we are able to work from home with ease.
Recommendations to others considering the product:
Adjust settings so volume can be louder and in sync with computer levels.
Flexible Cloud-Based Call Center Telephony - Only Goes Down Sometimes!
What do you like best about the product?
Requires no installation by the user; totally cloud-based. Allows all normal call-center applications / functions without the need of an installed client.
What do you dislike about the product?
Interface can be clunky and challenging to navigate. Reporting is not as streamlined as some other platforms, and the dashboards are cumbersome to navigate.
What problems is the product solving and how is that benefiting you?
Diverse, long-distance offsite calltakers are able to work well as if on-site, which is exactly the point. Has allowed additional off-site call center employees and has improved timeframe for onboarding.
New to inContact
What do you like best about the product?
It shows more details to keep the team connected.
What do you dislike about the product?
The interface seems outdated and could use a make over.
What problems is the product solving and how is that benefiting you?
We use inContact as a phone system and to track accountability.
Transition to the Cloud
What do you like best about the product?
I love having the autonomy to create my own dashboard, reports and views into all of the data from the contact center and not always having to rely on the IT group for everything technical. We set up agents and mange the skills and routing and can do it real time. Saves so much time and energy and explaining to someone who doesn't understand all of the dynamics of the CC. We have a shared environment of about 150 different lines. I love the freedom and stability that this product has given us - along with the fact that they do all of the heavy lifting for maintenance and upgrades!!
What do you dislike about the product?
Sometimes there are certain things that it takes awhile to get changed or upgraded if you are one of few users with a specific need - example chat reporting and transcripts and the ability to export these - there is none - so we had to build our own tool to extract the data.
What problems is the product solving and how is that benefiting you?
Built in maintenance - flexibility to scale up and down as the business does with out additional costs, very little down time, the inContact team is very responsive and easy to work with!!
Quality Assurance machine!
What do you like best about the product?
The interface is a bit “old school”, but once you get the hang of it - it’s incredibly easy to use! We use NICE to monitor calls for our call center and it provides information on the caller, the team member taking the call, and the exact call type (i.e. which department they call in to). We are in the process of switching to a new system, but only to consolidate systems between lines of business.
What do you dislike about the product?
It can be a bit slow when switching between functions. It certainly isn’t a deal breaker, but it could be faster.
What problems is the product solving and how is that benefiting you?
We are able to record and monitor calls coming in to and going out of our contact center for Quality’s Assurance purposes. When we roll our new processes, we are able to ensure employees are following the appropriate procedures.
showing 581 - 590