Video Reviews
Great experience so far - looking forward to the road ahead.
NICE inContact Review
1,635 NICE CXone Mpower Reviews
Overall Review Sentiment for NICE CXone Mpower
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User friendly easy to identify the change take place Review collected by and hosted on G2.com.
All good, because nice system so far it was not created any impact to our environment Review collected by and hosted on G2.com.
a wealth of features and functionality, new supporting products launched often to enhance to the base system Review collected by and hosted on G2.com.
Nothing so far, the product is very competative Review collected by and hosted on G2.com.
It is a very easy application to navigate. The response on any issues is always immediately addressed and they're always evolving and making the product better. Review collected by and hosted on G2.com.
It can be a little confusing if you're new to the application. I've been using it so long that this isnt much of an issue for me. But I can see where someone new might get lost. Review collected by and hosted on G2.com.
I used to enjoy the supervisor mode in inContact - however, there was supposed to be a fix from last June. It would be super helpful to get that fixed so supervisors can live listen while an agent is taking a call without having to reset it after each call. I like best the ability to easily track reports. Review collected by and hosted on G2.com.
I dislike not having the supervisor mode fixed yet. We rely on that alot when training new hires. It works but we have to run back to our desks after each call or the connection is lost. Review collected by and hosted on G2.com.
The help icon does help. Wherever you are in the tool, if you click the help button it will take you to the section of the knowledgebase that is most relevant. Review collected by and hosted on G2.com.
You can't forecast for email or chat; you can only forecast for voice! We got this tool under the impression that we'd be able to forecast all our channels. Feels like a bait-and-switch.
Reporting for digital (chat and email) is not intuitive at all. We don't trust some of the data - it looks like it's double-counting tickets or something.
Prebuilt reports are not helpful - nothing is provided at the interval level. If you enter a range of dates, you'll get a sum for that range. So you have to go to the Report Templates and hope that what you want is somewhere in there, and you have to spend a bunch of time building the report you want. It's been almost six months with this tool and I still have yet to figure out how to get productivity by interval (cases handled, solved, etc.).
Other reports just flat-out don't work. For example, the Time Utilization report would be great to see our shrinkage so I can make my forecast more accurate. But it doesn't work! I'm on a Known Issue ticket with at least seven other companies for this specific issue.
I'm currently trying to create a forecast in CXone based on the last three months of data, but it's forecasting no volume on Thursdays, Fridays, Saturdays, and Tuesdays. I thought this might be due to holidays, but I updated all my Special Dates, and none fell on a Tuesday. The fact that it's not forecasting anything for a day of the week that has historical data on all past Tuesdays is incredibly frustrating.
We meet with our account manager every week. He is nice and helpful, but he's just a middle-man. Review collected by and hosted on G2.com.
The system is easy to navigate and use. The scripting language is very straight forward and gets better with every release. Review collected by and hosted on G2.com.
Forecasting needs a bit of work for our specific use case, but overall it will work for you. Review collected by and hosted on G2.com.
The best part about NICE CXone is it's speedy and without any time delay of even a microsecond. Whatever you type will reflect in the tool immediately. In contrast, the tool we previously used was having a time delay of a few microseconds which was really inconvenient. Apart from that, the real-time monitoring of the transactions/chats is pretty cool. Review collected by and hosted on G2.com.
I do not like the NICE CXone VCC Max that comes as a pop-up window, and we have to work on the window to take chats/calls. It should be something like a separate browser tab instead of a pop-up window because when we click somewhere else on the screen, the window hides. Or it should be like sticky notes Review collected by and hosted on G2.com.
