Opiniones de CXone Mpower

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Opiniones de 584
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 10.000+ empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Es preciso
Revisado el 16-07-2023
Puntos a favor
Me parecio muy util ya que ha la hora de solicitar infomes sonprecisos y consisos, cuenta con una interfas grafica agradable a la vista.
Puntos en contra
Por otro lado cuano se esta generando un informe automatico es algo tedioso de completar.
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Es excelente
Revisado el 11-07-2023
Puntos a favor
Me encanta este programa porque me permite sacar llamadas en cualquier momento y de igual manera monitorearlas desde mi computador.
Puntos en contra
es algo complejo de instalar pero nada del otro mundo.
- Sector: Hospital y atención sanitaria
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante 1-5 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 5.0 /10
Buena solución para mejorar el trato con el cliente
Revisado el 07-03-2023
En general muy buena solución que aporta un plus al trato con el cliente y hace que sea un rasgo...
En general muy buena solución que aporta un plus al trato con el cliente y hace que sea un rasgo diferenciador.Lastima del precio que seguro que a más de uno echará para atras
Puntos a favor
Este programa me ha sorprendido gratamente por la mejoría notoria que aporta al trato con el cliente mejorando las interacciones tanto por mail,teléfono,chat o sms.
Puntos en contra
La introducción al programa y si implementación no es nada sencilla, sera bastante lioso al principio.También echa para atrás un poco el precio.
- Sector: Alimentación y bebidas
- Tamaño de la empresa: 201-500 empleados
- Software usado Semanalmente durante 1-5 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
Una buena herramienta para mejorar la atencion al cliente
Revisado el 07-03-2023
En general muy buena herramienta util y practica que hace que la empresa gane en compromiso,...
En general muy buena herramienta util y practica que hace que la empresa gane en compromiso, rendimiento y mejores el trato.con el cliente.Lastima de su precio.
Puntos a favor
Es una herramienta muy util ya que la empresa gana mucho en su interaccion con el cliente mediante telefono, mail, chat o sms.El enrutamiento inteligente permite este salto de calidad que marca la diferencia y hace que la atencion sea mas personalizada.
Puntos en contra
La implementacion del programa puede ser tediosa al principio y verse un poco complicada pero merecera la pena.El precio tambien es un poco elevado

- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Excellent VOIP Service
Revisado el 19-05-2020
We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over...
We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.
Puntos a favor
I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.
Puntos en contra
The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.
Alternativas consideradas
Five9Razones para elegir CXone Mpower
We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested inSoftware anterior
Five9Respuesta de NICE
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

- Sector: Software informático
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Swiss Army Knife
Revisado el 27-10-2020
They are a fair and firm company that says what they will do, and they do what they say.
They are a fair and firm company that says what they will do, and they do what they say.
Puntos a favor
There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.
Puntos en contra
I wish that there were sentiment analysis for the SMS side of the omnichannel.
Alternativas consideradas
TwilioRazones para elegir CXone Mpower
I needed HIPAA compliance and a 99.99% SLA.Software anterior
TwilioRazones para cambiar a CXone Mpower
It had all of the products ready to go for omnichannel.- Sector: Bienes de consumo
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante 6-12 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 0.0 /10
I can't use this
Revisado el 31-08-2023
I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...
I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.
Puntos a favor
Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).
Puntos en contra
You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.
- Sector: Servicios para el consumidor
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
NICE CXone is Super Flexible
Revisado el 08-02-2024
Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive...
Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to [sensitive content hidden]!
Puntos a favor
Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance.
Puntos en contra
It's on the expensive side. However, you get what you pay for, so the value is certainly there.
- Sector: Servicios financieros
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
NICE for Me
Revisado el 24-08-2023
I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no...
I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.
Puntos a favor
I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.
Puntos en contra
Not much, but I would like to see additional training on areas like Studio.
- Sector: Servicios de información
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Nonprofit that Highly Recommends NICE InContact
Revisado el 24-08-2023
Overall, NICE InContact has been great in providing the technology infrastructure to run a...
Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support.
Puntos a favor
The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.
Puntos en contra
Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.
- Sector: Seguros
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
The pros and cons of Nice CXone
Revisado el 06-02-2024
Puntos a favor
The full suite of features and the constant innovation by Nice are incredible. The platform is very user friendly and I find the UX design to be very intuitive.
Puntos en contra
Tech Support lacks experience to address issues in a timely manner. Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks.
- Sector: Banca
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Great Platform
Revisado el 05-02-2024
Puntos a favor
Ease of use, reporting stack and the support from the TAMs
Puntos en contra
I think QMA could be better regarding plans and reporting.
- Sector: Automoción
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante 6-12 meses
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Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 9.0 /10
Good dialer system for small businesses
Revisado el 15-04-2024
Puntos a favor
I like that it handles both incoming and outgoing calls for us.
Puntos en contra
It's annoying when it crashes, but if it does- their support team helps you get back up and running.
- Sector: Servicios
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Excellent Product
Revisado el 06-06-2024
Puntos a favor
QMA - is used daily and very user friendly, record keeping, reporting.
Puntos en contra
Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings.
- Sector: Servicios financieros
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
NICE CXone, the complete solution
Revisado el 24-08-2023
We have had a positive experience, the solution works seamless and is integrated across all of the...
We have had a positive experience, the solution works seamless and is integrated across all of the products on offer
Puntos a favor
This is a complete cloud solution which enables us to have the latest and greatest solution available
Puntos en contra
The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken
Alternativas consideradas
Genesys Cloud CXRazones para elegir CXone Mpower
This was a traditional on premise solution, the cost for constant maintenance and support made this an expensive lack luster product- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 10.000+ empleados
- Software usado A diario durante 6-12 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 6.0 /10
How "Nice" of You to Read My "inContact" Review!!
Revisado el 25-02-2021
I am using this platform as a call center management system. Our Service Desk employees all use...
I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.
Puntos a favor
I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.
Puntos en contra
I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.
- Sector: Producción de alimentos
- Tamaño de la empresa: 51-200 empleados
- Software usado Mensualmente durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 0.0 /10
Invoicing Problematic
Revisado el 04-06-2024
Puntos a favor
Customer service does reach out, but requests not followed through on
Puntos en contra
That every single month I have to email for an invoice. I have asked numerous times to automatically send us invoices monthly. You take our money every month on autopay but always fail to email the invoices. I always have to reach out to you. We constantly have problems with the portal saving passwords and not allowing us to log on. Customer service alleges they have assisted and set us up, but next month I try and can't log in again.
Respuesta de NICE
Thank you for being a NICE CXone customer. We are very sorry to hear you've had issues with billing. If you'd like additional help navigating this issue, please reach out the email address provided in our response. Thank you for providing feedback to help us serve you better!
- Sector: Telecomunicaciones
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
My experiance as a team lead with NICE CXone
Revisado el 18-05-2023
As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade...
As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade our representatives' performance.
Puntos a favor
My personal experience is on the pros:Comprehensive features: CXone offers a wide range of tools, such as routing, workforce management, and analytics, which have improved our team's productivity and efficiency.Scalability: CXone can easily accommodate our growing business needs, allowing us to expand our operations without worrying about infrastructure limitations.Cloud-based accessibility: The platform's cloud-based nature enables us to manage our contact center remotely and allows agents to work from anywhere, providing flexibility and uninterrupted customer support.
Puntos en contra
Learning curve: Due to its extensive feature set, CXone may require some time and training for new users to fully grasp its capabilities. Proper onboarding and support are important for a smooth transition.Cost considerations: CXone's pricing may be a concern for businesses with limited budgets. It's crucial to carefully evaluate the costs and benefits to ensure it aligns with our financial goals.Customization limitations: While CXone offers a solid foundation, there may be limitations in terms of customizing the platform to fit our specific business requirements. We should assess whether it can meet our unique needs.Also it wort to mention that we presented some failures on a daily basis and the support was not the best.
Razones para cambiar a CXone Mpower
Cost and personalization- Sector: Servicios de información
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Great Review!
Revisado el 15-08-2023
Nice is a great product.
Nice is a great product.
Puntos a favor
My favorite part about Nice is working with my TAM rep
Puntos en contra
I like everything about Nice. There are no complaints.
- Sector: Hospital y atención sanitaria
- Tamaño de la empresa: 501-1.000 empleados
- Software usado Mensualmente durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Manager
Revisado el 24-08-2023
but overall been good
but overall been good
Puntos a favor
Easy of user in the browser.. Management is eay
Puntos en contra
The Browser interface does have some issue with the max agent
- Sector: Servicios para el consumidor
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Precise Call Management
Revisado el 03-02-2023
My overall experience was great. They have great call recordings, great audio, and most of all you...
My overall experience was great. They have great call recordings, great audio, and most of all you can manage your schedule by yourself.
Puntos a favor
I really liked the feature where we can find our call recordings and timestamps of our activities throughout our shift. It helps agents to keep track of their individual schedules.
Puntos en contra
It's the call toggling for me. Since all agents are queued according to who was available first, agents can toggle to have their queue go down and be at the bottom.
- Sector: Servicios para el consumidor
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
A review for NICE CXone
Revisado el 01-02-2023
We used to use the tool to receive incoming calls from members reaching out to ask for help....
We used to use the tool to receive incoming calls from members reaching out to ask for help. Overall, I am happy with using the tool.
Puntos a favor
Its audio recording is perfectly audible, administrators can easily grab call time stamps, and call queues are evenly distributed and with less downtime.
Puntos en contra
Agents can easily toggle and avoid calls.
- Sector: Internet
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
USERHUB Review - RentPath
Revisado el 03-10-2019
Puntos a favor
I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact.
Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important.
We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further!
The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.
Puntos en contra
As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great.
There is also no Print function for completed QA's.
If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it.
We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else.
When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI)
Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.
Respuesta de NICE
Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams.
- Sector: Dispositivos médicos
- Tamaño de la empresa: 10.000+ empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Call Center software with great functionality
Revisado el 11-12-2018
Before utilizing a call center software we provided our individual teams members phone numbers to...
Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report.
Puntos a favor
Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.
Puntos en contra
For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm.
- Sector: Telecomunicaciones
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 0.0 /10
Clunky software that does the bare minimum.
Revisado el 02-12-2020
Overall it could be a lot better from a user standpoint.
Overall it could be a lot better from a user standpoint.
Puntos a favor
It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers.
Puntos en contra
Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs).