Great tools for Better Decisions
Overall Satisfaction with NICE CXone Mpower
Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good but at times I wish it were a bit more flexible.
Pros
- Workforce management is very easy to use
- Quality management allows evaluations to be objective
- Real time adherence allows me to know what everyone on the team is doing at a glance
- Reports allow us to evaluate the performance and helps us improve
Cons
- It would be nice if the prebuilt reports had some functions to modify
- It would be nice to have additional color Aux codes for WF
- Honestly, I don't have any other suggested areas of improvement.
- Positive impact that scheduling is more efficient. Less overscheduling
- Real time reporting allows us to make decisions faster
- QA management helps us identify areas of performance improvement
We use custom reports however this function is underutilized due to the time it takes to attempt to create reports. The script function is fantastic. Accounts and resources come up for the reps so all is ready for the call. Let time is needed to find information. Quick replies for chat and email reduces time spent on communication too.
Yes - I cannot recall the product we had previously but last year we upgraded to CXOne which has saved us a lot of time as well as helped us make better decisions.
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
NICE CXone Mpower Feature Ratings
Using NICE CXone Mpower
80 - Call center. Call center management
5 - Call center manager, Call Center Director, Workforce, QA, IT
- Real Time monitoring
- Email/Chat
- Reporting
- Custom Reporting to make better business decisions
- Custom Reporting to Improve KPI by rep
- QA Coaching tool to share best practices
- SMS
- AI to reduce improve occupancy
- Set up OB Appointments
Evaluating NICE CXone Mpower and Competitors
- Ease of Use
The ability to use any function is so easy. DOJO and Community Support help provide guidance in anything I need.
I'm not sure I would.
NICE CXone Mpower Implementation
- Implemented in-house
Yes - Phone was already implemented when I joined the company. Email, Chat, WFM and QA were implemented in phases.
- NICE Staffing kept changing causing delays
- NICE training was not comprehensive
NICE CXone Mpower Training
Configuring NICE CXone Mpower
We continue to tweek how to use Mpower by adding more codes to provide better communication for what work is assigned to reps.
Some - we have done small customizations to the interface - We've done some customizing to better communicate to leadership and reps any missed time or special assignments.
Some - we have added small pieces of custom code - Very very easy. I didn't need to check resources at all.
Adding Unplanned Absences communicated to both reps and leadership any callouts for that time.
NICE CXone Mpower Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
We did not. We are a small call center.
Yes - Yes, all of the issues I've submitted tickets for are quickly resolved.
When the phone system went down recently, I was quickly notified by our TAM with a workaround. The tech staff kept the community informed of progress until the issue was resolved. This resulted in no performance impact to our business.
Using NICE CXone Mpower
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Phone/Email/Chat
- Reporting both Prebuilt and Custom
- QA
- WFM
- Coaching
Yes - Very easy to use.
NICE CXone Mpower Reliability
Integrating NICE CXone Mpower
- We have not made any attempts to integrate.
We have not integrated with any other system. I think it would be great if we could integrate Mpower with ADP. That would be a game changer.
- ADP
We use ADP for timekeeping/payroll but use Mpower for scheduling. Other parts of our company use ADP for scheduling but we prefer Mpower due to how it integrates with volume forecasting.
Nothing additional.
Relationship with NICE Systems
We updated our current contract along with adding a few upgrades.
I would research all of the information provided in Community Support. Information from other users was helpful in making decisions as well as project the type of performance we would expect.
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