NICE CXone is a must have!
October 26, 2021

NICE CXone is a must have!

Mario Alvarez | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Here in The College Of Health Care Professions, we currently use NICE CXone to interact remotely with students who aren't able to attend an in-person appointment. It is currently used by the whole organization's departments. The problems that this program tackles are with students who can't attend [an] in-person scheduled appointment.

Pros

  • Friendly interface with easy access to options.
  • Call back function and transfer functions are easily accessible.
  • The addition of adding endnotes to a call once finished gives each call easy access [to] detailed information that needed to be stored.

Cons

  • At times connecting to the integration network lacks on timing.
  • Some functions don't react properly.
  • As a personal opinion the blue font doesn't go well.
  • This system helps us reach individuals who aren't able to attend in-person appointments.
  • This system is only used for remote calls.
  • Quick and fast efficient call system reduces wait time.
It is the most efficient interface for handling ongoing calls and callbacks.
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

During times at work, we aren't able to see every student in person since everyone has their lives and situations. With [NICE] CXone, we are able to contact students remotely and without the use of a telephone in our hands disrupting our typing or writing. Mostly this system is only used remotely so it isn't used as much as it should.

NiCE CXone Mpower Feature Ratings

9.1
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
8.8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
8
Live reporting
7
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of NiCE CXone Mpower

  1. Home
  2. Contact Center Software
  3. NiCE CXone Mpower Reviews
  4. User Review of NiCE CXone Mpower