NICE CXone is a very nice system!
November 01, 2021

NICE CXone is a very nice system!

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Our whole organization uses the NICE CXone system. We use it in tandem with the Ring Central phone system. It used to make calls, receive calls, and monitor calls. It is a pretty reliable system and as a technician, I find it very simple to troubleshoot. It is not the type of system I think a smaller company would need, but any company interested in phone analytics with over 200 employees should consider this system.

Pros

  • Organize Phone Queues.
  • Provide Quality Call Analytical Data.
  • Works well with email parking system.

Cons

  • The system could be more stable it does have a few glitches.
  • The system interface is simple which is good, but I wish it integrated with Outlook or was less intrusive.
  • The system interface could be more organized.
  • It has increased our analytical accuracy.
  • It has given a reliable system to monitor phone calls.
  • It has given us very good vertical growth.
NICE CXone is a robust system with very logical and practical features. It does lack some stability in the different areas. So some crashing and other flaws will not allow me to give it a perfect rating. The features that it excels at are definitely deserving of an 8 out of 10. The system is highly flexible and very scalable deserving of a score this high.

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 is very good when it comes down to call handling. I have had a situation in which I had to transfer a call to a colleague. Many other systems make call transfers a headache. NICE CXone keeps the process simple and logical. You simply find the transfer option and decided whether you would like to do a hot or cold transfer. It is a very powerful tool for that matter in my opinion and I have heard many of my colleagues praise that feature.

NICE CXone Mpower Feature Ratings

7.1
Agent dashboard
4
Validate callers
6
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
8
Interactive voice response
8
REST APIs
5
Call scripts
6
Call tracking
8
Multichannel integration
6
CRM software integration
9
8.1
Inbound call routing
9
Omnichannel inbound routing
7
Recording
7
Quality management
8
Call analytics
7
Historical reporting
7
Live reporting
10
Customer surveys
8
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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