Item: NiCE CXone Mpower
Rating: 8
Author: shellie donato

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Use Cases and Deployment Scope

We use NICE CXone (formerly NICE inContact) to take all calls from travelers and coworkers. This creates a one-stop location for all employees to answer, see and know exactly what is coming and going for calls. We are able to see at a quick easy glance what calls are holding, coming in, and going out. This [addresses] the issues of who is there and what staff are currently working on.

Pros and Cons

Pros

Organize all calls
Clear call reports
Easy access to call activities

Cons

Who logged in first
Reports for call monitoring be able to read
See what report is most used

Return on Investment

Reduce cost
Helpful for all calls
Easy access for all agents

Usability

NICE CXone (formerly NICE inContact) is clear to understand and see what is happening in one general spot. It would benefit if there was a reporting option with the callers being transcribed instead of just hearing. But overall this is very helpful in day-to-day use. It is very user-friendly.

Products Replaced

Other Software Used

Sabre GetThere, Apollo, Amadeus Central Reservation System

Likelihood to Recommend

NICE CXone (formerly NICE inContact) is very well suited for the travel industry. I can see what accounts are calling in and how often. It has one [main] screen with charts that show what is happening now and what had happened. So of the charts seem to be very similar and can be narrowed or combined.

NiCE CXone Mpower Feature Ratings

Comments

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Easy all in one call center access