Awesome product
November 01, 2021

Awesome product

Quinn Haggerty | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

For the reservations department, we use [NICE CXone]. It helps with connecting to customers calling inbound. We also use it for outbound. It's a central app. I love it. So user-friendly. Without [NICE CXone] we wouldn't have a central platform to reach out and receive calls from our booking department.

Pros

  • Easy connection.
  • Centralized database.
  • Quality customer support.
  • Easy interface.

Cons

  • Call technology.
  • Microphone connectivity.
  • Executes guest communication.
It's so easy to use. While sometimes we have to log out and back in due to mic technical difficulties, we never drop calls and the user experience is easy to track with tracking tools and such provided by NICE CXone.

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

It's well suited when you need a platform for customer inbound calling. As an example, inbound calls can be handled by the tech platform and agents can even work remotely using the technology. It is less appropriate for a single business. In this case, the need for multiple agents accessing inbound and outbound calls could probably be done without this platform.

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
10.0
Inbound call routing
10
Omnichannel inbound routing
10
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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