NICE CXone is very user friendly
Updated January 28, 2025
NICE CXone is very user friendly
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone Mpower
NICE CXone is used by our entire organization. It is used to track log-ins as well as call routing. It allows us to do transfers to different departments with ease as well as track log-in times and how long you've been in certain statuses. It also has audio options that you can choose for hearing a call come in or not hearing a call come in.
Pros
- Call routing.
- Tracking login time.
- Audio settings with USB headset.
- Tracking call types.
Cons
- I feel NICE CXone could maybe have a section that gives some troubleshooting advice on some of the error messages it displays. They are few and far between but would be nice to have a starting point as to some suggestions to try in resolving the issue.
- That's really the only issue I can think of as I haven't experienced any other issues with using it.
- It works and functions as it should making call routing easy to use.
- It tracks log in times very well for invoicing purposes.
- It doesnt have alot of downtime when errors occur.
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
NiCE CXone Mpower Feature Ratings
Using NICE CXone Mpower
1000 - Nice CXone one aids us in being able to answer calls in a timely fashion. It also allows us to transfer to other departments if needed. I like how easy it is to switch between the different options on the screen and the ability to be able to troubleshoot minor issues if needed.
1000 - We have agents with exceptional call taking skills that help to support Nice CXone Mpower by being available to take the various calls that come through. They must have phone etiquette, comprehension of how to do transfers within the system , good typing skills and good time efficiency to keep call handling times down.
- answering calls in an efficient manner
- being able to transfer if needed
- knowing the different statuses and what they mean
Evaluating NICE CXone Mpower and Competitors
- Integration with Other Systems
- Ease of Use
Nice CXone works very well in conjunction to simple script and how it connects a call to scripting verbiage needed to perform a task.
There isnt really anything i would change. I feel its a good product that works very well with other systems. The issues ive seen with it are few and far between as it seems to work well with other systems its integrated with.
NICE CXone Mpower Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
I didnt need premium support.
Using NICE CXone Mpower
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- answering calls
- transferring calls
- changing statuses within the system
- error messages and what they mean
- when the system crashes (very rare)
- when the system runs sluggish
Comments
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