Easiest program for customer contact
June 20, 2021

Easiest program for customer contact

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Fully integrated, it provides contact centers with intelligence when interacting with consumers. The solution performs cross-platform integration and includes omni-channel interactions, analytics, workforce optimization, automation, compliance and Artificial Intelligence.

Pros

  • The first and only platform that brings together – on an open cloud basis – the best customer journey analytics.
  • Workforce optimization.
  • By offering the industry's most used digital channels, with dozens of pre-integrated messaging, social and traditional voice/chat channels, including Facebook Messenger, Apple Business Chat, WhatsApp and many others native to the platform, organizations of all sizes and sectors can exceed customer expectations through the contact center.
  • Drives rapid innovation through open APIs, promoting scalability and reliability with guaranteed 99.99% uptime and professional-grade connectivity with assured voice quality.

Cons

  • Sometimes drops the call
  • Call refusal issues
  • The amount of times it freezes
  • The tool is just perfect if you are going to be using for any inbound customer calls.
  • The work productivity log has been great and very informative for the department.
  • What we liked the most was the setup for learning.
Easy to use, although sometimes the screen freezes. Intuitive and easy-to-view screens without being polluted. We use all day, great software to work with.

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

A great tool. The Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado. Able to login using the company email and doesn't require any extra efforts of validation to login.

NICE CXone Mpower Feature Ratings

7.2
Agent dashboard
7
Validate callers
7
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
6
Warm transfer
8
Predictive dialing
7
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
8
Multichannel integration
7
CRM software integration
8
7.4
Inbound call routing
6
Omnichannel inbound routing
8
Recording
7
Quality management
7
Call analytics
7
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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