NICE CXone Review
July 05, 2021

NICE CXone Review

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE is being used by the entire organization. We are working in active and receptive contacts, monitoring users, and creating daily reports. It is a practical tool with an interactive layout that helps in controlling customers and the organization.

Pros

  • Generating panels to verify readied reports.
  • User registration control.
  • Control of service levels and separation of customer groups.

Cons

  • Search agents by full name.
  • Include more graphics in order to facilitate the view of some reports.
  • Easier to bring ready information into the report.
  • Increased efficiency
  • Faster user addition
It is an agile tool [and is] easy to include information and visualize information. I have everything I need, just editing a few panels.
Yes - [It replaced] Verisys and Aspect, for the simplicity of information, reports and visualization of users vs. customers.

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 could improve by including more reporting views in order to facilitate the supervisor's service.
It is an interactive and easy-to-use tool.

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
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
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
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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