Why NICE lives up to my expectations!
June 04, 2021

Why NICE lives up to my expectations!

Alex Hubbard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

The company I work for uses NICE CXone (formerly NICE inContact) to receive calls from the general public. We can not just receive calls, we can transfer calls, do a different college to make sure our customers get the right satisfaction and leave the call happy.

Pros

  • Able to receive calls
  • Able to transfer calls
  • Able to put customers on hold

Cons

  • If the customer is on hold for a little while, the time [should] be extended so the call doesn't cancel due to inactivity, so this doesn't drop the call.
  • Add more colors for people with visual impairments(Background)
  • A keypad system to not just do inbound, but outbound
  • When I put my customer on hold to gather some more information I needed some extra time to do so, the call dropped just as I was about to take them off hold, the result of this was that the call dropped, and [the] customer was left unsatisfied
  • The good thing with NICE CXone (formerly NICE inContact) is that if the call isn't answered in time, the customer doesn't get cut off they get put in a cue to be answered.
  • With the amount of traffic that gets to our number, we have a wide range of calls per hour, with this software you get to see how many people are in the [queue] on all of the lines, and how many staff are online.
The greatest [thing] about the software, it couldn't get much easier to use. You are shown how to use the software before you open it. If inactive, you get the option to answer or decline calls, and if neither [happen] the call [will] automatically be transferred to another agent.

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 CXone (formerly NICE inContact) allows the call handler some time before a call from the customer is accepted, you are warned with a ringtone and the name of the calling line so you know where the call has been directed from. This is good that this is available, so your customer can then be greeted straight after being on hold.

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
REST APIs
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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