We use it daily to take patient calls. There are not many problems, just common workplace call service. We use this daily with all team members, and it helps us keep track of our daily statistics!
Pros
Answering calls.
Stats of team.
Handle times.
Cons
More ways to move dashboard.
Likelihood to Recommend
N/A cannot complain; it helps us do our job! It’s already helpful with statistics to know where we, as agents, need to improve with our calls.
I use it to take calls as an interpreter/translator/customer service and take notes of the call. I can also manage/see the calls in my queue and transfer calls. It is connected to the Internet, which is more reliable than my phone. I can also connect and talk to my teammates internally.
Pros
Good call quality.
Notes options.
High quality connection.
Cons
Sometimes I got locked out for no reason and I have to connect again.
I hope to sign into the Agent portal directly and not have to see a pop window.
Likelihood to Recommend
Overall, this is good software to use as it has basic options, is straightforward and is not too confusing. The connection is perfect, and I love that I can take notes during calls. I can also see the quality of my Internet connection, which is a plus. I hope to see the history of all my calls on the main screen.
VU
Verified User
Administrative Assistant in Customer Service (1001-5000 employees)
We use this as our main for system handling inbounds and outbounds and analytics. It's a comprehensive solution that meets our organizational needs and helps us improve where we are weak.
Pros
Data & Analytics
Screen recording
Live monitoring
Queuing
Cons
Technical issues from time to time
Too many points of entry/ too many ways to access
Expanded status'
Likelihood to Recommend
Well suited for Low to medium volume queues, it can be difficult/ inconvenient to monitor the queue capacity & wait time on occasion. I also think this is well suited for smaller to medium teams, the search directory is very convenient but offers limited information which can be a downfall on larger teams where not everyone is known to each other. I think this system would be outgrown quickly with a higher volume of calls.
VU
Verified User
Employee in Professional Services (201-500 employees)
We utiilize NICE CXone Mpower in our day to day operations for customer service calls, conferencing and tracking calls and times. It is amazing how everything is locked into one place without using more than one system. There are many settings and features that ensure I can reach any of my staff or leadership with the click of a button. Monitoring using this system for quality assurance has been great.
Pros
It allows for monitoring quality assurance calls.
It allows for smooth transfers and conferencing calls.
It allows for preshifts, password resets, training, breaks and other settings effortlessly.
It tracks every call and time for more than a month which is good for weekly evaluations.
Cons
The only thing that could improve is the time out features.
The need to clear cookies to use the software could improve.
Sometimes we are kicked out unexpectedly while on lunch.
Likelihood to Recommend
NICE CXone Mpower is well suited for monitoring calls and conferencing calls or everyday customer service calls. It is less appropriate if you are not on a call for a while and it logs you out.
I use NICE CXone Mpower on a daily basis. It is used as an online telephone channel to communicate with internal and external parties. What I enjoy most about NICE CXone Mpower is the ease of use and the capability to record voicemails which is then emailed to my outlook. This allows for greater claims file organization for me and my colleagues.
Pros
Records voicemails and emails the voicemail to my email inbox
Easy platform to learn especially for new employees
Quick login
Cons
Allow for more options for ring tones
Unable to view inbound call history. Or difficulty locating this feature
When there is an inbound call, the window should pop open on screen
Likelihood to Recommend
It is well suited where someone is required to utilize the telephone as part of their business. I think it is less appropriate when individuals are required to travel for certain adjusters.
I communicate with customers to assist them with making bill payments, reporting emergencies, and addressing concerns with account data. This is the system provided by my employer and we also help process activating new services and transferring or deactivating current account service. I also communicate with my leaders and inter departments with this system
Pros
Schedule time off
signing into the system is easy
Logging off is easy
Cons
Web based system has bad connection and sound quality
If I need to reset my internet browser it disconnects the customer from the line since this is web-based
Does not have a pre recorded greeting option
Does not have a ringer to warn you that there is a customer incoming so if you don't hear the quick beep it does the customer will hear your conversations in the background
There is no background noise cancellation
There is no mute option before the caller is on the line
Likelihood to Recommend
I would not recommend this system to anyone using this at scale since there are a lot of glitches and things that need to be addressed in the functions of this system. I am not a fan of this and I hope that my employer finds a new phone system to replace this one as soon as possible
VU
Verified User
Representative in Customer Service (1001-5000 employees)
We use this for our integrated softphone system and it works great. I prefer this over Cisco's system. Easy to navigate and track time of everyone. Auxes are easy to switch between and issues can be reported right away. I recommend this software to all virtual call centers as it definitely streamlines the processes required to keep a call center running.
Pros
Virtual Interface
Easy to report Issues
Detailed reports
Cons
More Phone Ringtones
Likelihood to Recommend
NICE Cxone Mpower is great for a virtual call centers but can also be used in a regular call center setting. It gives details report of agents downtimes which is great for tracking productivity. A great way to being together workers in the workforce. You can easily find and lookup other agents and extensions as well.
Our company uses NICE CXone Mpower to make workflow smoother and faster for the agent and customer. With NICE CXone Mpower we can have valid information on the screen by the time the customer gets to us. Systems help decrease the number of customers who are transferring around.
Describe how you use NICE CXone Mpower in your organization: Over WebRTC and integrated within MS teams.
What are the business problems the product addresses: Product is still buggy which requires reboot. Some important features from MAX like submit feedback, queue counter for agents is still missing. Call history is buggy. Directory option is not as user friendly as MAX. No option to save A/V notifications config.
What is the scope of your use case? Replacement for MAX for inbound and outbound queue calls, personal calls. MAX is still stable and user friendly.
Pros
Options to rearrange menu
MS teams presence sync
Cold/ Warm transfer
keyboard shortcuts
Cons
Directory option needs improvement
Call History needs improvement
Agent Feedback to submit issue is required
Queue counter for Agent is required
Option to save A/V notifications settings
Likelihood to Recommend
NICE CXone Mpower is still trying to catch up mighty MAX agent. It is still missing important features that you would expect with new release. Migrating from MAX to NICE CXone Mpower would be difficult adjustment.
VU
Verified User
Engineer in Information Technology (1001-5000 employees)
The site is as trustworthy as anything I have ever worked with before. The ease of use and the tones we receive when we get a new item is amazing.
Pros
time management
great overview
flawless operation
Cons
The sounds could be altered
the visibility of the new emails could be better
the location of the browser could be bigger
Likelihood to Recommend
The program is flawless. We have been using it as a company for a few months now an haven't had one issue. The ability to work as good as it has for this long is nothing short of amazing. I would recommend this to anyone and everyone I can come in contact with.
