Review of NICE CXone
June 29, 2021

Review of NICE CXone

Christin Carter | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Carvana is using NICECXone as one of our dialers. We are able to see how many agents are active and in calls or unavailable. That's one of the best features no doubt, it definitely helps with easily taking and receiving calls or transferring to the correct department

Pros

  • Very simple flow from disposition, to ending calls
  • Buttons and selections are spaced perfectly whereas [I feel] Salesforce looks a bit messy
  • Pop out window dialer, easier to organize my set up!

Cons

  • Maybe a bit too much empty space
  • When you get a call a whole side of the pop up expands but doesn't ever show info
  • Could use an option to always show on the screen, 'lock it in place' so other windows don't open over it.
  • I can see how many agents are working compared to the calls we are getting
  • I can very easily connect to the agent log
  • Set up of the pop out could be organized better. at first glance it looks a little messy
it could definitely use improvements but over it is a great tool to have
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?

I wasn't involved with the implementation phase

Would you buy NiCE CXone Mpower again?

Yes

NICECXone has a great feature where you can see how many agents are active, busy, waiting for a call, etc, this is awesome especially working from home because you can see how many people are taking calls in the queue throughout the day. For management, I can see this would be even better because if they need to shuffle agents around they can based on how the queue looks.

NiCE CXone Mpower Feature Ratings

8.0
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Warm transfer
8
Interactive voice response
8
REST APIs
8
Call tracking
8
CRM software integration
8
8.3
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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