NICE CXone the best!
July 08, 2022

NICE CXone the best!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone to answer inbound calls and make a call. It also would allow us to make a schedule for when to call back the client. One of the problems the product addresses is, that if there is a long queue, a guest can request a callback and still continue on his or her current queue without going back to 0.

Pros

  • caller can request a callback
  • we can create a callback schedule
  • easy answer on inbounds
  • easy outbound process
  • all contact in the company are visible so it is easy to transfer to other department

Cons

  • sometimes it will show some error that we cannot answer calls
  • the rest is perfect
  • more calls coming in
  • easy outbound process, saves time
  • customer satisfaction, we no longer ask same information the client given on the automated system
Aside from NICE CXone, I've experienced using different softphones but it is the best so far. The color and display are quite attractive compared to other brands, it is more user-friendly and it is not hard to navigate the tool. Easy to log in and log out as well and set up is one time as well.
Yes - Avaya, NICE CXone is more convenient to use. it is outside Citrix so we can access and use it without logging in to another tool first. It has more broad usage. Unlike Avaya, it has all the contacts from another department. It saves time because instead of looking for numbers and then dialing them, we can easily locate the contact inside the NICE CXone itself.

Do you think NiCE CXone Mpower delivers good value for the price?

Yes

Are you happy with NiCE CXone Mpower's feature set?

Yes

Did NiCE CXone Mpower live up to sales and marketing promises?

Yes

Did implementation of NiCE CXone Mpower go as expected?

Yes

Would you buy NiCE CXone Mpower again?

Yes

Sometimes we are able to answer calls that are supposedly for other department but with NICE CXones features, all the number from other departments of the company is accessible so we can easily transfer the call in an instant. In our type of work, it really is a helpful and very time-saving tool. I cannot think of anything where it s less appropriate except when the internet connection is slow maybe?

NiCE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Workforce Optimization (WFO) ()
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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