My experience with NICE CXone
June 11, 2021

My experience with NICE CXone

Douglas Silva | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is being used by the entire organization, we have to call many people of all types and ages per day, as we are from the customer service area, so NICE CXone makes life easier for the entire company by being the fastest way. Effective of making many calls by many people simultaneously.

Pros

  • Good connections
  • Ease of use
  • Great fast

Cons

  • Group call
  • Calls followed faster
  • Louder volume
  • Increased efficiency
  • Reduced costs
  • Velocity
My NICE CXone is already the way the company leaves it because I'm a technician. Because I make several calls a day I've made numerous scripts for several different cases that I deal with. My closest colleagues also did the same thing for better performance and faster to the customer.
I give it a nine thanks to my great experience making calls through NICE CXone, I still haven't had the opportunity to use all the tools provided by the platform, but as soon as I get to it, I hope to be able to give it a 10, as I have nothing to complain about the tool.
Not Sure

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

It is suitable for companies of all sizes. NICE CXone is more suitable for medium, large, and giant associations, as it allows use by many people at the same time and very quickly, but maybe not so recommended for small associations that can be presented by another option because it is not so much demand of links.

NICE CXone Mpower Feature Ratings

8.2
Agent dashboard
8
Validate callers
7
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
7
Predictive dialing
8
Interactive voice response
9
REST APIs
7
Call scripts
8
Call tracking
10
Multichannel integration
10
CRM software integration
8
8.4
Inbound call routing
7
Omnichannel inbound routing
8
Recording
8
Quality management
9
Call analytics
10
Historical reporting
9
Live reporting
7
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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