QA Management Tool
October 18, 2021

QA Management Tool

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use it across the whole organization. We haven't had a bad experience when using it besides having issues with signing in but other than that it works amazingly well. It helps us get our job done. It's very simple and easy to use. I highly recommend using it for your company. You won't be disappointed.

Pros

  • Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.
  • Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.

Cons

  • The connection problems and calls were not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
  • The calls have very good quality of sound.
  • The connection is excellent, rarely I see a delay or connection problems.
  • It lacks settings, more options to customize.
Do not hesitate on spending a dollar on this tool. The price is right and it is really worth it. It gives back the money you spend. Helps a lot to do business. Instead of buying a hard phone like Avaya. Do the NICE CXone instead. Convenient and easy to use. You can manually override employees if needed, unlike Avaya. NICE CXone is an integrated softphone.
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

It was hands down a good solution. Call centers can use this system with an internet connection and little to no hardware. The compatibility for headsets is great, and uptime is within industry limits of 99.999% uptime. We have not experienced any outages in the first year and that makes this a solid platform.

NiCE CXone Mpower Feature Ratings

9.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
Not Rated
Click-to-call (CTC)
10
Warm transfer
6
Predictive dialing
7
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.5
Inbound call routing
9
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
8
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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