A Very Positive Experience Overall
September 28, 2021

A Very Positive Experience Overall

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE has solved a number of problems for us and is in use across our entire organization. It has proven invaluable in improving customer service and shortening response times. We've seen improved internal communications, as well. We are able to put problems in front of problem solvers, and collaborate between departments in crafting solutions.

Pros

  • Customer service
  • Call routing
  • Improved communications overall

Cons

  • More direct integration with other communications tools
  • Programming tool packages
  • More marketing, good product
  • Shortened response times
  • improved communications
  • Handled large traffic volumes
The product is definitely designed with the user in mind. It's easy to use, and comes with all of the tools an enterprise would require.

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

Any company of any size needs tools to handle calls. If you need to take and route calls, and solve problems quickly, CXone is an excellent choice. Scheduling, organization and troubleshooting possibilities all combine to make it an effective suite of tools. Just being able to compartmentalize all of the organizational elements within in an enterprise is a giant leap forward.

NICE CXone Mpower Feature Ratings

9.4
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
5
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
8
9.8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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