Item: NiCE CXone Mpower
Rating: 10
Author: Verified User

Overall Satisfaction with NICE CXone

Use Cases and Deployment Scope

NICE CXone is used for inbound support calls for IT issues. The product is also used for inbound calls to our Sales team.
The product allows us to track and report on how the Service Desk is performing.
It allows the Service Desk to handle inbound calls efficiently and effectively.

Pros and Cons

Pros

Inbound Calls
Reporting
Support
Accessible from any Internet Connection

Cons

Some Calls get stuck and cant be answered
Sometimes the web client crashes
Audio quality can sometimes be an issue

Return on Investment

Improved call handling efficiency
improved SLA's for the Service Desk
improved SLA's for the Call Centre

Usability

The web client is very easy to use and works via any internet connection.
The reports are easy to customize and target the statistics you need.
The call scripts and web client can handle just about any business need or user case and have the ability to efficiently handle all inbound calls.

Products Replaced

Key Insights

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

Other Software Used

Microsoft Teams, Microsoft 365, Microsoft Azure Active Directory

Likelihood to Recommend

Great for any inbound call centre or IT service desk.
Great for any business looking to track and report on their team efficiency and SLA's
Great for any teams that want to have pre recorded messages played for all inbound calls
Great for any teams looking to play a recorded message for any major incidents within the business.

NiCE CXone Mpower Feature Ratings

Comments

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NICE CXone is a Great Product