Item: NICE CXone Mpower
Rating: 10
Author: Harriett Slate

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Use Cases and Deployment Scope

We use NICE CXone to research, train, and update consumer information as needed. NICE CXone addresses our customers to call in and be confident that they are talking to trusted employees who will not misuse their personal information while giving them the needed information and instruction to enroll in their insurance benefits.

Pros and Cons

Pros

Store information.
Easily accessible softphone.
Brilliant - leave your remarks here to make this system better.

Cons

Have the important numbers that are more frequently used stored.

Return on Investment

Positive impact with the customers.

Customization

Each consumer has a different wording for certain call scripts which makes it easier to multitask flawlessly without realizing you are reading for several different employees.

Usability

It was easy to use.

Reporting Capabilities

This was very easy to access as well.

Products Replaced

Not Sure

Key Insights

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

Likelihood to Recommend

Researching information is nicely done. It is very easy to find what you are looking for. Maybe an info button for new users. I had a few classmates who did not understand how to use NICE CXone at first. Maybe an info button for new users so that they will have guidance.

NICE CXone Mpower Feature Ratings

Comments

Please log in to join the conversation

Love this Software