Item: NiCE CXone Mpower
Rating: 10
Author: Sadie Reed

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

inContact is the product we use so diabetic customers can call us and we can troubleshoot their pump, transmitter and sensor issues. It is used in the Customer Tech Support department of the organization. It addresses the issues that diabetic customers might be experiencing so they can have human to human conversation to troubleshoot.

Pros and Cons

Pros

Easy to use.
Never crashes for employees.
Easy to troubleshoot where to find something.

Cons

Logs me out after short amount of inactivity.
When you click "remember me" button, actually remember me.

Return on Investment

Great customer service.
Customers can leave feedback.
Employees can work to improve calls because of feedback.

Usability

I have only worked with inContact for a month and have been very impressed with how easy it is to pick up, understand, and connect with others on this platform. Besides the small tweaks I described earlier, I think it is a foolproof system that companies can rely on to communicate with their customers.

Products Replaced

Not Sure

Likelihood to Recommend

Well suited for customer support assistance. It makes it very easy for me to help customers and connects me to them effortlessly. It would be less appropriate in a business where customers or patients were coming into the office because the communication would happen more face to face. Since Tandem is virtually all over the phone, it is very well suited though.

NiCE CXone Mpower Feature Ratings

Comments

Please log in to join the conversation

Would recommend inContact!