Great Software and Telephony Solution for BPOs and Contact Centers
Updated August 12, 2021

Great Software and Telephony Solution for BPOs and Contact Centers

Ariel Guevara | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone [(formerly NICE inContact)] is used across several departments, for internal communications and for customers being assisted outside of the organization. The management panel is also used to monitor agents on the phones and for workforce management. The application helps with incoming and outgoing phone calls for and from customers and make it easy to handle.

Pros

  • Intuitive and easy to use
  • Realiable
  • Good infrastructure

Cons

  • An easier menu
  • Better tools for tracking calls
  • Better monitoring tools
  • Great customer handling
  • Connection to physical phone issues
  • Great dashboard and call analytics
There are a few options that are really hard to find if you do not know the jargon or what exactly you are looking for. The first week using [NICE CXone (formerly NICE inContact)] I had to look for some options in every single menu in order to find what I was looking for, but after a few days I was able to familiarize with it.

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?

I wasn't involved with the implementation phase

Would you buy NiCE CXone Mpower again?

Yes

Five9, Citrix Virtual Apps (formerly XenApp), 8x8 Contact Center
A call center is a good scenario where NICE CXone [(formerly NICE inContact)] is well suited, it helps with handling a large volume of calls and as well a large amount of call center agents that receive them.

An scenario where it is less appropriate is where the customer service team deals with users in a physical and face to face way.

NiCE CXone Mpower Feature Ratings

7.5
Agent dashboard
10
Validate callers
6
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
5
Warm transfer
7
Predictive dialing
7
Interactive voice response
9
REST APIs
9
Call scripts
8
Call tracking
5
Multichannel integration
9
CRM software integration
8
7.9
Inbound call routing
8
Omnichannel inbound routing
6
Recording
9
Quality management
10
Call analytics
9
Historical reporting
7
Live reporting
7
Customer surveys
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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