Awesome system!
November 03, 2021

Awesome system!

Lacey Rose | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

I am using the phone system to take inbound and outbound calls with beneficiaries who currently have Medicare part A and part B. I help discuss Medicare options for them and find an insurance plan that fits their needs. I love the setup and think it works very smoothly with their process.

Pros

  • Transferring calls are easy.
  • Answering calls are awesome and automatic!
  • I love how there are multiple options for when you aren't ready to take a phone call, you can choose not available, on a break, on a lunch break, going home, and such forth!

Cons

  • I think having more time in between calls would be awesome so we can notate the account.
  • Being able to always have a name of the caller pop up would be more beneficial.
  • Having a state location pop up would be nice as well.
  • I can answer calls quickly.
  • I know who is calling me.
  • I can take my breaks and track them.
I personally have not managed the system since I am now a manager but I have used the system and love the abilities I have to input my own information on beneficiaries when I do sell plans to them. They are very easy to work with and I always have the right amount of time to track my information.
I give it a 10 because it is easy to use this system and everything is run smoothly. The system is set up to where we know what buttons to push easily.
Yes

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?

Yes

Would you buy NICE CXone Mpower again?

Yes

NICE CXone has amazing qualities! They have a great system that allows you to manage your inbound and outbound calls efficiently, as well as track all your breaks through their phone system. It is very detailed when it comes to transferring to calls and very self-explanatory as well. I am comfortable and happy with how the system allows me to use it.

NICE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.9
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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