NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.
$71
per month per user
Salesloft
Score 8.2 out of 10
N/A
Salesloft’s Revenue Orchestration Platform uses AI to help market-facing teams prioritize and take action on what matters most, from first touch to upsell and renewal.
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.
It was a game changer bringing in Salesloft. We use Microsoft Dynamics as our CRM and many of my reps had found it difficult to use the reporting as well as make sure they were surfacing their best leads at the right time. Once we implemented Salesloft we saw a 200% increase in productivity and were able to make some corrections around messaging and the type of outreach we were focused on.
Schedules outbound activities (e.g. calls, emails) and provides a daily worklist for each BDR/SDR. Flexible approach to prioritization based on organization strategy and/or customer engagement. Allows the BDR to focus on their value add - engaging directly with the prospect - and minimizes administrative overhead.
Provides a one-click "Book a meeting with me" link that simplifies the meeting scheduling experience for prospects. No more emailing back and forth to find a date and time that works.
Includes call recording and a live "call studio" where a manager can listen to active calls and "whisper" to the BDR if needed. This provides great post-call or in-call support for coaching new BDR/SDRs.
Delivers a decent set of reporting that allows visibility into individual BDR productivity as well as tracking macro trends such as call volume, pick-ups and meeting scheduled. This allows for problem detection and tuning to maximize productivity.
Support and customer success teams are incredibly responsive and extremely helpful.
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
The inbound dialer. I don't particularly like having to open a second window just for inbound calls. Especially if I forget to close it during a meeting and get interrupted.
The texting interface. I can have emails templated, to fill fields pulled from the lead profile, like name, company, positions, etc. I would like the same functionality for texting, especially since I send as many texts as I do emails. Even being able to save snippets or templates would be nice.
On the note of texting, having a dedicated tab in the People view for text messages would do a lot to let me catch up on other people's conversations with the lead, instead of having to find them on the main Activity tab.
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.
SalesLoft is absolutely VITAL to our daily operations. We could not function without it or a program like it. Speaking as a Sales Person who has had to operate without a product like this, the difference is night and day. The ability to stay organized, automate tasks, easily log activities and notes, review calls, and coach team members is an absolute gamechanger.
The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.
SalesLoft is a fantastic product that will be extremely helpful to any Sales Rep looking to organize their information and stay one step ahead. While it has its shares of quirks and bugs it proves to be an awesome tool for anyone that is in the sales industry.
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
The availability is pretty good, we do sometimes have errors or delays in syncing activities but nothing that has been too detrimental to our workflow. Most recently we had an issue with Lofting through Outlook due to a change in security token that took a few weeks to resolve but it is fixed now.
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.
Yes timely and easy to use. The only delays we have are when we run our big month sales blitz and activities take some time to sync to the reporting as well as SalesForce
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.
timely and knowledgeable responses. I also feel like the team goes above and beyond by offering to schedule meetings where we can screenshare and walk through questions or issues together.
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.
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
We had some virtual training with our CSM which was very well constructed. It took some time to get into the full swing of things but with a few weeks of hands on experience I was feeling confidant. The SL team was always available to answer questions or jump an a call to walk us through stuff. I also used the Customer Help Center for a few self guided learnings on how to use specific features related to reporting and team management.
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
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.
Salesloft blows outreach out of the water in all aspects. One of the biggest issues I had was their unwillingness to listen to customer feedback. I had requested several small changes to be made when I had previously used the platform that unfortunately fell onto deff ears. I am much happier using Salesloft and the positive results I've experienced are a direct result of that.
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
