Nice CXone - Exceptional Call Center Platform
February 26, 2024

Nice CXone - Exceptional Call Center Platform

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We currently use NICE CXone in our call centers who handle calls from our external customer. We also use it for our internal Service Desk. We have several different call centers with different ACD call flows.

We switched to NICE CXone approximately 2 and a half years ago to have a consolidated platform for our call centers and to drive cost savings by having a single cloud-based platform.

Pros

  • Up-Time - NICE CXone is a very stable platform with minimal outages or performance issues
  • Ease of Use - NICE CXone is easy to set-up and manage users. It's also very easy to set-up up call flows, change call flows, update holiday hours, etc. Day-to-day system maintenance is very easy
  • Training - NICE CXone offers training documentation and videos that are very intuitive and easy to use.

Cons

  • Support - The support portal is easy to use, but I wish the overall technical support was a little better. They often ask for call samples for issues, and they never seem to be "fresh" enough, meaning that they are already out of date.
  • We were able to terminate our previous contracts with our on-site call center software, saving us approximately 32% annually. We also were able to retire the servers the solution was living on.
  • We were able to terminate a number of POTS line's that we were no longer needed to support NICE CXone. This savings was approximately 19%.
It's an outstanding call center platform that offers a lot of flexibility and customization to accomplish an organizations goal. I would highly recommend NICE CXone based on it's ease of use.
Yes - Through acquisitions we had multiple call center platforms, including Cisco and Mitel. We wanted to move to consolidate onto one platform and took the opportunity to move to a cloud-based platform. After we performed multiple Vendor reviews, we landed on NICE CXone, and have been very happy with our decision. Not only did we consolidate onto one platform, but we also saved money by doing so. The product has met all of our needs.

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 feel that NICE CXone is well-suited for any and all call centers. It's versatile and can be used for small call centers or very large call centers. It has a ton of features and is easy to manage and maintain.

My only issue is the support they offer. Again, the system is very stable and we don't need to utilize support often, but when we do I feel it's not as intuitive or helpful as I would help.

NiCE CXone Mpower Feature Ratings

9.4
Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
9
CRM software integration
Not Rated
9.6
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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