NICE CXone Mpower
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A very good cloud based ACD system
What do you like best about the product?
InContact is very easy to use, the support is fantastic and responsive and definitely brings their best foot to the game.
What do you dislike about the product?
I will say that some of the interface can be a little clunky to look around. Reports, especially customized ones, can be a little hard to sort out but they are introducing new layouts/interfaces shortly to handle this so we do look forward to those issues being addressed.
What problems is the product solving and how is that benefiting you?
We need a solid and responsive call system for our support center. InContact provides a health of information in terms of individual agent details, call center data and SalesForce integration which is a great to our organization's success. The level of detail available is actually very surprising, in a good way.
Recommendations to others considering the product:
This is possibly one of the best "call center" softwares I've dealt with in my 20 years of working in this capacity. There are always things that could be better but inContact does take those and into account and works to improve the product. Their support is bar none the best from any ACD provider I've worked with. They are responsive both over the phone and via chat on their website.
User friendly and effective
What do you like best about the product?
First of all I like how user-friendly the system is. I'm able to answer calls and see all my information logged (phone numbers, start time of call, and duration of call). I can also search for a phone # in my history easily.
What do you dislike about the product?
Sometimes after a call if I forget to click release or end wrap up I'm not showing up as being logged into all primary groups and I miss opportunities to get calls. If there was a way to notify me that would be helpful
What problems is the product solving and how is that benefiting you?
Able to respond to customers quickly.
InContact has allowed us to grow our business over the course of the past five years
What do you like best about the product?
I like how their dashboards work. They make it easy to create new skills and monitor those using real time dashboards.
What do you dislike about the product?
They need to have the ability to create agent profiles. Our company has a lot of skills and every time we have a new agent start, you have to add all skills manually instead of just clicking a button to add a profile that already has those skills assigned
What problems is the product solving and how is that benefiting you?
Helping us to make more outbound call attempts within a much faster time frame and create automated call strategies within their scripting architecture to where we can deliver voicemails without the need for human intervention
NiceInContact
What do you like best about the product?
Its very easy to work with. was able to go right in and use with my contacts
What do you dislike about the product?
nothing specifically is there that I would say I dislike it is good product
What problems is the product solving and how is that benefiting you?
General contact use and followup
Recommendations to others considering the product:
None
A refreshing user Experience!
What do you like best about the product?
The dashboard makes important KPI data so easy to read and monitor!
What do you dislike about the product?
I have yet to find anything to dislike.
What problems is the product solving and how is that benefiting you?
It keeps the most important call center KPI data front and center. InContact has made it extremely easy to live monitor my staff!
Great tool, excellent reporting occasional garbled VM
What do you like best about the product?
Dashboards and Reporting, ease of configuring
What do you dislike about the product?
Occasionally VM playback is garbled. Have reported, seems to be improved
What problems is the product solving and how is that benefiting you?
Support center , routing calls to appropriate agent with the right skills
Recommendations to others considering the product:
Great tool, workforce intelligence works great for a call center but not a technical support center. Data is amazing
Amazing integration options and configurability
What do you like best about the product?
inContact studio for programming routing, integration with Salesforce and external data for intelligent routing and advanced logic
What do you dislike about the product?
SaaS-related downtime, shared systems, avoidable mistakes in their IT management that cause downtime
What problems is the product solving and how is that benefiting you?
Intelligent call routing based on who is calling, what entitlements they have, case# or work order# entry and screen popping/integrated call logging in Salesforce.
Recommendations to others considering the product:
Be careful of their downtime. Sometimes outages are very impactful.
Best In Class
What do you like best about the product?
The reliability and stability are unmatched. Great features that work together seamlessly. Least amount of down time I've ever seen.
What do you dislike about the product?
The interface isn't exactly pretty. Even with their 17.1 release it still looks about 10 years old which was in improvement on the late 90's look it's had since the late 90's.
What problems is the product solving and how is that benefiting you?
InBound and OutBound contact center for a company with about 50 agents. The new WFM tools from Nice are nice but still need of some work. Scheduling people is easy. The dialer is unparalleled. The omnichannel routing is easy to setup and modify on my own.
Recommendations to others considering the product:
Do a thorough evaluation. Bring in all the players. Don't keep it siloed to just IT. The contact center affects vastly more pieces of the company than most realize. Read the reports that are published; buy at the end of the quarter to get the best deal.
New to NiceInContact
What do you like best about the product?
We started using this software within the last year. They are still working out the kinks but it has been been better for inbound calls, stats review, and scheduling.
What do you dislike about the product?
Some kinks to work out for different skills I have to work in. those are the kinks they are working out.
What problems is the product solving and how is that benefiting you?
not having to have a hardlined desk phone. ease of scheduling, stats review, skill sets
Recommendations to others considering the product:
more testing
No issues with InContact or it's Partners
What do you like best about the product?
The service you receive, the people are great and they actually care!
What do you dislike about the product?
There are times when it takes a while to get back to you.
What problems is the product solving and how is that benefiting you?
Business analytics
Recommendations to others considering the product:
NA at this time
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