Video Reviews
Great experience so far - looking forward to the road ahead.
NICE inContact Evaluation
1,712 out of 1,713 Total Reviews for NICE CXone Mpower
Overall Review Sentiment for NICE CXone Mpower
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I do like the print out of the voicemail, which saves me from having to listen to every one. The email print out of the same, sometimes I find helpful. But it also clogs up my email because of that. Review collected by and hosted on G2.com.
Let's start by saying we've had it at my work for 2 yrs. For 1.5 of those years I got almost NO direct calls that even rang the 1 time it rings, because 95% of my calls went directly to voicemail. Even though I was working, sitting at my desk, and on no other call! I complained and complained to mgmt, who coincidentally are not using this system at all. It is just the Sales Force. I'm in Commission Only Sales. I'm trying to make a living. Imagine having to call every single person back? Many have phones set to not receive unknown callers. The caller ID they have will say Boston Area or a local # and not our 800, so many clients don't pick. Then it becomes a phone tag nightmare. I sell cruises, and prices can change in an instant, so phone tag can end up killing a deal. Sometimes it looks like I'm going to get to answer the call that is coming to my direct extension and I hit the "Availablle button" expecting it to be my client and I can see the client phone #, but no name on our Caller ID because it is only 2024 and Caller ID was avail with names in the 80s. So way to be on the ball. Anyway, my client was not there today and instead I got a new call that maybe I didn't have the time for or want! Calls drop for no reason. Sometimes you no longer can hear the person, or they cannot hear you. I have to hang up and call them back. I would say I get about 70% of my actual calls now and the rest go to voicemail. I would NEVER RECOMMEND ONE-MAX/RING SYSTEMS. NEVER! Our company must have spent millions to have stuck with them. I cannot even telll you how many other agents here shared my grief. The company finally did something, that is some crazy work-around. Now a calls comes in and 2 new pop up windows have to pop up in order for the call to let you know someone is trying to get your extension. Then good luck when you hit Available, as it may be someone else entirely. Review collected by and hosted on G2.com.
I like the idea how it proactively anticipate customers needs and can fix issues before we become major issues. Review collected by and hosted on G2.com.
Overall, I don’t have any complaints about it. It just needs to be probably a little bit more user-friendly. Review collected by and hosted on G2.com.
The ease to integrate via API to other application. Review collected by and hosted on G2.com.
1. The hidden costing that was not mentioned
2. The delay in getting support services
3. Support team doesn't listen to the problem and make their own assumptions of the issues
4. The constant issues in connection and drop calls.
5. The inability for a simple task to be completed quickly.
6. Everything needs to be invoiced at exorbitant rate
7. Costing structure not condusive for asian countries. Review collected by and hosted on G2.com.
The platform is very user friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using. Review collected by and hosted on G2.com.
Some of the backend programing is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation. Review collected by and hosted on G2.com.
the support from NICE is commendable, with responsive customer service and extensive resources to help with deployment and ongoing management. Review collected by and hosted on G2.com.
Everything was smooth and works perfectly fine for me Review collected by and hosted on G2.com.
The versatility and customization. It is the only CCaaS platform that offers everything in one. Everything working through one platform is powerful. It is easy to learn and use. The difficulty is in the design aspect.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design. Review collected by and hosted on G2.com.
Your experience with NICE CXone is completely dependent on the design and execution by the Professional Services implementation team. The team can vary from horrible to amazing. Depending on their experience and knowledge.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team. Review collected by and hosted on G2.com.
We love the way it seamlessly works with our other products. And it is customizable for our needs. Review collected by and hosted on G2.com.
The learning curve to teach how to use the software is high. Review collected by and hosted on G2.com.
The facility to look and create reports in the tool, also the interfaces that it creates with the user while looking for a call Review collected by and hosted on G2.com.
Sometimes the application in windows get glitches and frezees itself Review collected by and hosted on G2.com.
The automatics prompt replies has to be my fav part. It makes solving customer issues much easier and faster. Very fast and efficient platform Review collected by and hosted on G2.com.
It does offer sort of robotic responses but you can always tailor it to make it sound better and more human like. Review collected by and hosted on G2.com.
