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CXone Mpower Reviews - Page 7
583 reviews
Recommended
Santos V.
Outsourcing/Offshoring, 51-200 employees
Used daily for less than 6 months
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I like it.
The way it ques the calls to the correct department is important. A feature I would like to see is that when I start dialing a customer ,that Ring central would not allow another call to come in.
That Ring central does not stop calls coming in as soon as I call one of my customer. I sometimes get a call when I haven't finished dialing the number and that is annoying.
Derek C.
Insurance, 11-50 employees
Used daily for 6-12 months
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When starting the process of setting up our system and establishing our integrations, the tech professionals that were assisting us went out of our way to give us everything that we asked for. The reporting and live call actions are very convenient and useful daily. Our customer service experience has not been the best in terms of response time and cost but we have only had 1 major issuer that required the customer service involvement.
The best feature of our inContact system is the reporting and live tracking that I use daily. The dashboard provides a lot of customizable information that allows us to track all of our employees. One of these dashboard items is the Agent List that allows us to actively listen to calls, coach, or take over calls as they are happening. This is a very useful feature for a growing call center that is training new employees.
There are some integration issues that we have run into. They are relatively easy fixes when they do happen but it is a persistent issue that we have run into.
Great feedback, Derek! We are happy to hear the reporting is helping you in your day-to-day work and with engaging your agents. We will pass along your feedback on integration issues to our development team. Thank you!