Easy and Informative Call Center Phone System
October 27, 2021

Easy and Informative Call Center Phone System

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is being used by my entire organization. It's been extremely helpful in more closely monitoring our call queues, facilitating QA due to the screen capture, and providing excellent reports we can utilize to guide operational decisions. This tool is a HUGE upgrade from our last tool and our individual coaching has significantly improved in addition to our team-level management coaching.

Pros

  • Reporting
  • Screen Capture
  • Call Analytics

Cons

  • Call Transfer
  • Call Connection
  • Voicemail
  • Staffing Improvement
  • Improved Call Prioritization.
  • Focus on Decreasing AHT.
I think it meets all of our needs for the most part. Again, the biggest challenges include call connection and call transferring.
Yes - PureCloud - no screen capture, calls kept dropping, reporting was limited and not useful.

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?

No

Would you buy NiCE CXone Mpower again?

Yes

NICE CXone is great for any type of call center. We utilize it for outbound/inbound insurance calls and for customer support to two different audiences. We do find that we have to ask certain agents to hardwire into the internet due to some connection issues and we have experienced some dropped calls and calls that we're unable to connect.

NiCE CXone Mpower Feature Ratings

8.3
Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
8
CRM software integration
9
9.0
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
Not Rated
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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