NICE CXone has it all - powerhouse amongst today's options
November 01, 2021

NICE CXone has it all - powerhouse amongst today's options

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is used across all of our call centers and was a substantial upgrade from our prior system. We love the flexibility to create/modify call flows, the visibility we have into agent activities, omnichannel support, QM analytics, and reporting. Our managers find the product extremely intuitive and there are releases several times throughout the year with enhancements and bug fixes.

Pros

  • Excellent visibility into what agents are doing throughout the day.
  • Great reporting that clearly identifies opportunities.
  • Intuitive interface for agents.
  • Little to no down time on the platform.

Cons

  • Support can take problematic.
  • Takes multiple calls with multiple agents to resolve issues.
  • Many support issues become diagnosed.
  • NICE [CXone] has accomplished the goals we set out to replace our own system.
  • Completely customizable.
  • APIs have dramatically reduced manual processing time for reps.
NICE CXone is intuitive and user-friendly. There is also a rather helpful help guide in each module of the platform, and often a google search leads to communities of users who answer questions. It is easy to switch between the various modules of the system (admin, ACD, reporting, WFM, etc.) all with one single login. Setting up new users is also a breeze.
Not Sure

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

Not sure

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?

Yes

Would you buy NICE CXone Mpower again?

Yes

NICE [CXone] is well suited for larger contact centers where there are dedicated admins that can manage the buildout of call flow scripts. DBAs and IT are a must to get the most out of the system. Otherwise, users would be completely dependent on support teams, which can get pricey fast.

NICE CXone Mpower Feature Ratings

9.2
Agent dashboard
9
Validate callers
10
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
8
Call tracking
9
Multichannel integration
10
CRM software integration
8
9.3
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
8
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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