Item: NiCE CXone Mpower
Rating: 9
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

NICE inContact CXone is an incredible tool. We use it to organize our schedules. We have many goals to reach as a team and the proper management of time is extremely important. However, that's not a concern for our agents since NICE is always there to make it easier for them. By using NICE, we know when to go to break or lunch and also how to manage our time off, either if it's a few hours off, a full day off, or even our vacation time will reflect there! It has great features such as reminders of the activities you should complete so everybody can be in control of their time!

Pros and Cons

Pros

NICE inContact CXone has time alerts/reminders so you'll always be on time for your activities!
Whatever upcoming events you have with the company will reflect in there in advance so you don't miss them: time off, vacations, meetings, training, etc.
On NICE you'll always find very detailed information about what you have to do, for example, if you have a training, your team can access details about what it is about or where it is going to take place!

Cons

It's a bit irritating that it logs you out very easily, so you have to re-fill your info at least 5 times a day, or how ever many times you have to check it!
It'd be great if it had a sound or ring tone for when an activity is upcoming. Sometimes because of how busy agents are, the pop-up is not enough.

Return on Investment

We're always encouraged to manage our time better. NICE helps us to do what we have to do, on time.
Staying on target is our main focus. Since we started working with NICE, it has definitely improved.
We can remain calm about the activities that we must carry out, thanks to the fact that NICE will tell us what to do and when!

Usability

From the moment we start our day, NICE inContact is helpful. We all go to check what activities we have programmed in NICE in order to fulfill them throughout our day. Meeting expectations is our greatest goal and with the support and help of NICE we achieve that. Any changes to our daily schedules will be reflected in NICE, so we trust that time will always be managed in the best way.

Products Replaced

Likelihood to Recommend

For the development of the workday in general, NICE inContact will always be an excellent tool. For many agents, it is difficult to be in control of their customer service activities, which is why NICE helps them to manage their time properly and without pressure or the fear of missing important tasks.

NiCE CXone Mpower Feature Ratings

Comments

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A NICEr life thanks to inContact!