Great tools for Better Decisions
Updated January 06, 2025

Great tools for Better Decisions

Jean Pichler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

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.
CXOne is very easy to use. The support tools provided are great. DOJO is very helpful when needing to find a solution to a problem. The support staff is readily available to help.
There are times when I have to search reports for the information I need as well as times where too much information is provided. Building custom reports takes time and that is difficult in a fast paced environment. The dashboard is critical to our performance and is very easy to read.
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

Forecasting is good. At times, real time adherence is questionable. Quality management is great. Custom reporting is cumbersome to use.

NICE CXone Mpower Feature Ratings

Agent dashboard
10
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
10
Call tracking
Not Rated
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

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
The product is extremely reliable. If there are any issues, they are resolved quickly. I feel fully supported by our TAM

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

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.
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

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.
Training was fine. I think it would have been helpful to review pre-built reports and how they could be used as tools.

Configuring NICE CXone Mpower

Mpower is just about right. It would be nice to have more of a selection of colors for coding. For example, having codes in red helps to identify key issues.
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

ProsCons
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.
Super happy with all the support we receive for any issue that comes up. Also happy with how fast issues are resolved.

Using NICE CXone Mpower

ProsCons
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

NICE CXone Mpower Reliability

Mpower is very reliable. The only part that is not as reliable is schedule adherence. At times, Real Time adherence is not accessible. In the past, schedule adherence was unreliable but I haven't had issues in a while.
Mpower is always available. I have not had any issues at all.
Generally speaking, Mpower performance is great. On occasion, there are issues loading pages. However, those loading issues usually are resolved very quickly. I've noticed no latency when working with this system along with the others I use.

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.

Relationship with NICE Systems

I have had no issues with working with the vendor during the sales process. I was especially impressed with all of the follow up.
The team did a great job providing samples of products as well as ensuring all of our questions were answered. I really appreciated the follow up.
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.

Upgrading NICE CXone Mpower

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