NICE CXone Review
Updated October 21, 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 CXone allows us to call and conference customer and sales team during our project and kickoff calls. It is easier to use than teleconference like Webex and Zoom. It also uses less bandwidth as we have lots of apps that are running in the background during our conference calls.

Pros

  • Address book of all employees
  • Call logs
  • Voicemail
  • Cross country

Cons

  • Mobile app
  • Integrated in outlook
  • Phone integration
  • Customer touchpoint
  • Ease of calling
  • Documentation purposes
It satisfies our need for softphone. while working remotely, I don't need to configure my home phone to integrate with Nice. It serves its purpose of real time talk with customer and Sales team, when something urgent is needed. It also saves time the need to wait for response when you can get the answer right away.

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

This replaces the traditional office phone when working from home. But this is not integrated in Zoom or Cisco Webex calls, and IT must have different settings and it does not tell me that a call is coming in. It would be helpful to have an online portal to see all activities done.

NiCE CXone Mpower Feature Ratings

6.1
Agent dashboard
9
Validate callers
8
Outbound response
5
Call forwarding
5
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
6
Interactive voice response
6
REST APIs
2
Call scripts
2
Call tracking
9
Multichannel integration
7
CRM software integration
3
7.3
Recording
8
Quality management
8
Historical reporting
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone (formerly NICE inContact)

110 - we support financial services company in the US. receives and perform outbound calls when needed to discuss Accounts receivables, payables to existing customer. we use Nice to allocate calls to different teams, depending on what the caller needs at the time they had called in. We also use this to track our daily volume

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