NICE CXone from a limited perspective
October 29, 2021

NICE CXone from a limited perspective

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

It is being used by the department that I work in in particular. It addresses the "projects" that someone in my position is able to work on and not work on. It gives a bit of foresight into the type of work that one may be doing when opening said "project" and all other associated projects with which are being pulled by that number that is queued within NICE CXone.

Pros

  • Provides simplified information on a project.
  • Gives proper notification on a number that is invalid, busy, etc.
  • Works well with browsers.
  • Works well in conjunction with other 3rd party applications needed to perform daily tasks.

Cons

  • A better more simplified UI.
  • Less crashes while performing duties.
  • More accessibility options.
  • More personalization options.
  • Better logging of calls being made using NICE CXone.
  • Basic functionalities.
  • Loss of leads.
  • Signaling of trends.
There are still some features and aspects of NICE CXone that I have yet to experience, or play with, due to my limited role with the company that I use the software for. Of course, with progression, I am sure that I will explore the many features that NICE CXone has to offer.
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

RingCentral, Microsoft 365 (formerly Office 365), Microsoft Teams
It is well suited for providing potential leads on jobs that can be worked and jobs that may be out of the scope of support to handle in the means of providing information beforehand of actually going into the "projects". It is less appropriate in the aspect of functionality when dealing with multiple "projects" at a time.

NICE CXone Mpower Feature Ratings

7.0
Agent dashboard
7
Validate callers
7
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
9
Interactive voice response
6
REST APIs
Not Rated
Call scripts
7
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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