My NICE CXone experience
October 01, 2024

My NICE CXone experience

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone for customer contact with our customers. It enables us to track and measure the different activities taking place in our contact center. This can range from who is doing what to who is available. The ability to assign metrics to activity is important to any organization and so nice gives us the ability to do so.

Pros

  • Measure performance
  • Measure customer sentiments
  • Provide tools to achieve goals

Cons

  • With many products can be confusing
  • Getting hold of the appropriate point person.
  • cost
  • Data for decision making
  • Performance driver
  • Customer sentiments
I think the usability is great. As a new person administering or managing activities i can be difficult to understand the landscape. Can take some time to navigate and become familiar with the lay of the land. What would be helpful is pointers that guide or gives a brief narrative as to what the function would provide.

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?

I wasn't involved with the selection/purchase process

Did implementation of NiCE CXone Mpower go as expected?

Yes

Would you buy NiCE CXone Mpower again?

Yes

NICE CXone is well suited for the ability it provides us to connect and interact with our customers. This also enable us to measure the various activities or channels used in our customer journey. The availability of data and other metrics to measure performance id super helpful. The function that gives supervisor a specific ability to use their in reach managing their teams is also helpful.

NiCE CXone Mpower Feature Ratings

8.0
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.3
Recording
9
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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