Thanks for being a NICE partner and offering a great platform!
Updated January 29, 2025

Thanks for being a NICE partner and offering a great platform!

Kamal Juneja | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

In my organization, NICE CXone is used as a robust platform to optimize customer experience and streamline contact center operations. It serves as an all-in-one solution for managing interactions across multiple channels, including voice, chat, email, and social media.

Pros

  • Interactive Voice Response
  • Automatic speech recognition
  • Reporting

Cons

  • Case Management ( for reported incidents/probems)
  • Time is takes to resolve tier2 type problems
  • Lack of Subject matter experts
  • Positive
  • Positive
  • Positive
I think it's an easy-to-use product considering it's on the cloud and requires minimal installation on user machine. and Max agent has improved over time
Yes - AVAYA suite

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

I think it's a great contact center product and continuously improving to meet our needs and deliver capabilities like automation and built-in intelligence.

NiCE CXone Mpower Feature Ratings

7.9
Agent dashboard
8
Warm transfer
6
Interactive voice response
9
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.4
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
8
Historical reporting
8
Live reporting
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone Mpower

2000 - Agents, Managers, Supervisors, Administrator
1000 - agents answering or placing calls.
  • Call center
  • Reporting
  • Recording
  • Data lake
  • CRM integration
  • Screen pop
  • Menu Options
  • Direct extensions
  • Operator routing
I am not the decision maker

Evaluating NICE CXone Mpower and Competitors

  • Cloud Solutions
  • Scalability
All it needs to access Nice CX is the internet, that's brilliant.
not sure.

NICE CXone Mpower Implementation

Great product
  • Implemented in-house
  • Don't know
Yes
Change management was a big part of the implementation and was well-handled
  • Resources
  • Time
  • Scope

NICE CXone Mpower Training

  • No Training
great training, very helpful resources, learnt studio
not applicable, we don't have this product

Configuring NICE CXone Mpower

not applicable
not applicable
Some - we have done small customizations to the interface
Some - we have added small pieces of custom code
not applicable

NICE CXone Mpower Support

ProsCons
Immediate help available
Support cares about my success
Slow Resolution
Less knowledgeable
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
We do have premium support however staff is not well Trained.
During COVID days, Nice offered traditional hard phone phones even though their model is purely softphone centric.
I am happy with the product just need improvement in the way we get support.

Using NICE CXone Mpower

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Convenient
Feel confident using
None
  • User interface
  • Call recordings
  • call scripting
  • Integrations
  • Custom reports

NICE CXone Mpower Reliability

Integrating NICE CXone Mpower

  • CRM
  • PBX
  • ACD
  • Workday
  • Database
  • In house system
  • File import/export
  • ETL tools
More hands-on training is required

Relationship with NICE Systems

Upgrading NICE CXone Mpower

Comments

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