I call this one a bad call.
November 01, 2021

I call this one a bad call.

Veronica Odden | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

I take about 70 calls a day. We take calls from patients to assist them in their healthcare portals. We accept calls, chats, and emails through this system. MAX is the name of the browser-based interface that we use to accept calls, change our work status, view call reviews, etc.

Pros

  • [In my experience] it opens, usually.
  • It is in English, which I am a speaker of.
  • It has the word "Nice" in it.

Cons

  • [In my experience] Lag.
  • General functionality.
  • Putting the correct client name in.
  • Dropping calls.
  • Interacting with the user as it is designed to do [in my opinion].
  • Sometimes even basic start up [for me].
  • Not going down.
  • Throwing agents in to calls without our knowledge [again per my experience].
  • Volume discrepancy between sound effects and caller's call.
  • [In my opinion] it's cut down on my productivity.
  • [I feel] it's cut down on my employee morale.
  • [In my experience] it's hurt my ears on the volume issues.
  • [Again from my experience] I've had my metrics negatively impacted by this product.
It's terrible [in my opinion].
Yes - Interactive Desktop

Do you think NiCE CXone Mpower delivers good value for the price?

No

Are you happy with NiCE CXone Mpower's feature set?

No

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?

No

It's perfect if your accounting can be a little fuzzy and you don't need to report 100% correct metrics. If you're going for accuracy and absolute perfect accounting, [I believe] you are going to be severely disappointed with this product. I've routinely noticed when I switch statuses, [from my experience] you're going to get a couple of seconds of wiggle room there.

NiCE CXone Mpower Feature Ratings

1.8
Agent dashboard
3
Validate callers
1
Outbound response
1
Call forwarding
4
Click-to-call (CTC)
1
Warm transfer
2
Call scripts
1
Call tracking
3
Multichannel integration
1
CRM software integration
1
2.1
Inbound call routing
2
Omnichannel inbound routing
1
Recording
5
Quality management
1
Call analytics
2
Historical reporting
3
Live reporting
1
Customer surveys
3
Customer interaction analytics
1
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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