Practicality
Updated June 08, 2021

Practicality

Vivian Silva | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Our company uses NICE to get in touch with bank customers. NICE is very useful for making transfers in calls, and we also use it to talk to customers and another attendant at the same time. Currently, the entire company uses NICE, call center, collection and prevention as well.

Pros

  • Call transfers
  • Service with 3 people
  • Protocol Submission

Cons

  • NICE drops calls
  • Leave the links silent
  • When a number does not complete an error image appears.
  • NICE increased the efficiency of my work.
  • It's a safe tool.
  • It is very practical to use.
NICE is very practical [and] easy to use, but as not everything is perfect, I believe that some adjustments are needed on the platform as it leaves the links muted and drops links.
Yes - Previously we used Verisys The company probably replaced it with the diversity of tools found in NICE, which are much bigger than the old product.

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 is great for calls because in addition to just calling, the numbers you called are also saved in the reports page. This page is very useful to know how many people you called in the day. It also allows us to save numbers that we use often in the agenda part. It's also very useful to put our breaks [as] all the break options we need [are] already there.

NiCE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating NICE CXone (formerly NICE inContact) and Competitors

  • Product Usability
NICE is very practical and easy to use. Of course it also has a better cost-benefit ratio.
I would not change a thing.

Comments

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