NiCE CXone Mpower vs. TelebuHub

NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.

Incentivized

We have benefited a lot from this software that seems very complete and helps us to receive many more calls daily, customers are much more satisfied because they are served more promptly and efficiently and the performance of workers is increased. It is one of the best customer service software we have used.

Incentivized

• Workforce management is very easy to use
• Quality management allows evaluations to be objective
• Real time adherence allows me to know what everyone on the team is doing at a glance
• Reports allow us to evaluate the performance and helps us improve

Incentivized

• It has a very easy-to-use control panel, where all of us agents have been able to adapt easily.
• The integration with the CRM allows us to visualize and track customers with a complete history of their calls and orders.
• It has excellent and easy call routing, where we can place each call with the right agent, and answer calls according to priority and waiting time.

Incentivized

• There can be changes in interface of the app, however it's still very good
• I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
• Hardly to find any other :)

Incentivized

• Could use a mobile app, since the website performance is poor on mobile
• More social media listening should be added

Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.

Incentivized

NICE CXone offers a very intuitive interface that is easy for our customers to understand in a short period of time and easy for us to administrate. All tools like Admin, ACD, Reporting, and Analytics are very user-friendly, and with little training, customers can reap the benefits of the tools.

Incentivized

NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them

Incentivized

NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.

Incentivized

inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.

Incentivized

The In-person training was fine for a general overview. I think it would have been really helpful to have a review of pre-built reports and how to use them as tools.

Incentivized

The training was very brief, teaching how to use the features for my role. Over time, I discovered many other features that were not explained. I believe that if it were done more completely, it would know the features earlier. An example of this is the productivity page, where I needed to measure together with my colleagues, to know the real information that the screen brought and, to my surprise, it was very useful.

Incentivized

We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful

Incentivized

When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.

Incentivized

The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers

Incentivized

• WFM and net staffing bar have allowed us to see hour by hour if we are over or under-staffed. This keeps us on track with our SLAs.
• The ability to evaluate calls and have the reps review the evaluations has been a crucial part of keeping our KPI where it needs to be.

Incentivized

• Improved CSAT scores
• Agents are happy to use the software without any roadblocks remotely
• Successful outreach of voice broadcast marketing campaigns
• Much more organized customer query ticketing
• Virtual assistant helps a lot in ticketing late-night customer calls