NICE CXone is NICE
October 27, 2021

NICE CXone is NICE

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Currently working in the healthcare system, we receive patient calls reporting symptoms with different levels of urgency. We have been using it and still have some issues like the calls are answered automatically and the hang-up button sometimes disappears.

Pros

  • Distribute the calls.
  • Customer service is good.

Cons

  • Glitches in the system.
  • Not showing the hang up bottom sometimes.
  • Patients are getting more info.
Very usable.
Yes - Yes.

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone Mpower again?

Yes

Because of the glitches.

NICE CXone Mpower Feature Ratings

5.7
Agent dashboard
6
Validate callers
6
Outbound response
5
Call forwarding
5
Click-to-call (CTC)
6
Warm transfer
6
Predictive dialing
6
Interactive voice response
6
REST APIs
6
Call scripts
5
Call tracking
5
Multichannel integration
6
CRM software integration
6
5.4
Inbound call routing
6
Omnichannel inbound routing
6
Recording
3
Quality management
4
Call analytics
5
Historical reporting
6
Live reporting
6
Customer surveys
6
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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