NICE InContact review
October 03, 2024

NICE InContact review

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

Overall Satisfaction with NICE CXone

We use the vendors solutions for multiple items. Deliver exceptional Interactive voice calls, live chat interactions, workforce mgmt to manage our staff, quality mgmt, expert knowledge mgmt to deliver answers to agents and their copilot solution to drive context to the agents to reduce AHT and their dashboards and reports to track our SLAs.

Pros

  • Cloud based solutions
  • 24x7 support
  • Good technical support

Cons

  • Upgrade paths from legacy versions
  • Digital chat - more difficult than legacy version
  • Quicker response for recordings
  • IVR self service capabilities to increase call deflection
  • Copilot to drive answers to agents to reduce AHT
  • Copilot to summarize calls to reduce ACW
I have found that their applications are easily configurable and customizable.

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 is an excellent cloud based telephony system for interaction voice, live chat as well as the corresponding applications needed to support those implementations. Workforce management, quality management, expert knowledge management and copilot agent assist, delivers a well-rounded solution for service centers. On top of that they have other products for analytics AI that we have not utilized yet.

NiCE CXone Mpower Feature Ratings

9.3
Agent dashboard
9
Validate callers
Not Rated
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
9
Multichannel integration
9
CRM software integration
Not Rated
8.7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
Not Rated
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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