NICE CXone Review
Updated July 24, 2021

NICE CXone Review

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use it as a contact tool. We log in and we launch so we can receive calls from our customers. NICE CXone serves as our main tool. Business problems it addresses [is that it] allows customers to contact our company easier. What I like the most is it tells you how many calls are waiting in the queue. It also has a message box so we can see any problems. The only problem I'm having with it is that only 2 items are displayed in the call history. Also, it's a little bit hard to backtrack the call history. Overall NICE CXone is very convenient to use.

Pros

  • Active Queues at the bottom
  • Personal Queue reminder
  • Launch Max portal
  • Agent Leg option

Cons

  • Call History log
  • Organize Agent reports
  • My Schedule tab
  • [We've seen a] return on investment because it allows customer to reach us and we earn money on that.
  • Adherence to our schedule.
  • Performs its use.
For me it is 10. Aside from [being] easy and convenient to use it has a lot of features like the restriction access from employees and managers. It also allows managers to monitor the moves of every employee every second of their day. Really cool. And the colors are so lively you can easily identify the difference [in tickets] because of the color.

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

It is very easy and convenient to use. Very friendly tool. So far it is the most liked contact tool I've ever used in my whole career. I never experienced having trouble logging in even when I am late. The only part I'm having trouble is when I try to adjust the window the content is not adjusted, it is being cut off. It would be nice if we try to adjust the window the content will also adjust instead of cutting off.

NiCE CXone Mpower Feature Ratings

9.5
Agent dashboard
10
Outbound response
10
Warm transfer
10
Call tracking
8
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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