Nice CXone - One Stop Solution for Contact Center Needs.
December 17, 2024

Nice CXone - One Stop Solution for Contact Center Needs.

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

Overall Satisfaction with NICE CXone

Nice CXone is being used in my organization to manage our telephony merchant interactions. Nice helped us with features like screen recording, live coaching, and Ease of use. I use it for Quality Monitoring purposes, and it is used by my & team extensively for Evaluations, Feedback, customized Quality Forms, coaching, detailed reporting, and calibration purposes. Additionally, we have recently started using its Category management capability based on the Keywords for finding & categorizing merchant interaction basis, the keywords for easy identification, and the basis of the sentiments.

Pros

  • Screen Recording.
  • Customized Quality Forms.
  • Categorization of Interactions basis Sentiments.

Cons

  • Changes to meet customer (organization) specific needs as every organization has different needs or should be completely customizable, e.g., what fields would you want to see in reporting or performance dashboards?
  • Widgets and Dashboards - The least customization and having predefined modules make it less user-friendly to use it more often.
  • Quality Plans - Quality plans are a significant feature, but again, with the least customization, you can set quality plans to meet business needs, like for us, if we want to have an equal spread of cases across weeks or months—quality Plans either pics up calendar weeks like 52 weeks or a month.
  • NA
  • NA
  • NA
It's NICE, as the name says, and easy to use; however, certain areas still need to be improved, as I mentioned before, such as the Widgets & Dashboards and Analytics.
Yes - Veriant was the original product used to manage contact center transactions, but it was certainly replaced by NICE Cxone, considering the features.

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?

I wasn't involved with the implementation phase

Would you buy NiCE CXone Mpower again?

Yes

Good to use for regular contact center operations & quality management & for WFM & reporting purposes.

NiCE CXone Mpower Feature Ratings

8.9
Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
8.4
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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