I love it. its so much better than working off hardphone
November 02, 2021

I love it. its so much better than working off hardphone

Tim Jones | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is used company wide and within all departments that handle incoming and outgoing calls phone calls to service card holders. It addresses all incoming phone calls with phone numbers, hold times, and which category and department the calls are coming in for. It also is used for transfers to different departments and supervisors when needed. It addresses all areas and departments throughout the company.

Pros

  • Notification of incoming calls
  • Easy navigation for different options
  • Easy transfer process

Cons

  • Wish it did give a little more info on caller
  • Maybe a little more fluid on transfer process
  • Little more clarity on agent reports
  • Easy call answering
  • Simple transfer process
  • Simple out bound process
I do not create reports or customize so would not be able to properly answer this question. I strictly use the program to answer incoming calls from card holders and transfer to proper areas when needed.
I feel that it is very user friendly and informative. I have used in prior positions and companies and feel it is fluid in all areas from incoming calls to transfers. It clearly shows how many calls are in queue along with wait times and which the departments the calls are being directed to.
Not Sure

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?

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?

Yes

Would like a little more information on incoming callers like names if possible and at least the account number or last four of the card numbers to help assist in a quicker search. The transfer process is good but when we have an interpreter would be nice if we were able to transfer the caller with the interpreter still on the line. Agent report would be good if they had just a little more clarity on the numbers given.

NICE CXone Mpower Feature Ratings

7.7
Agent dashboard
8
Validate callers
7
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
7
Call tracking
7
Multichannel integration
8
CRM software integration
8
7.3
Inbound call routing
8
Omnichannel inbound routing
7
Recording
7
Quality management
8
Call analytics
7
Historical reporting
7
Live reporting
7
Customer surveys
7
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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