NICE CXone is more than nice, its GREAT!
November 02, 2021

NICE CXone is more than nice, its GREAT!

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use NICE [CXone] at AON to check call quality, take inbound sales calls for our customers, keep track of Agent availability, as well as to organize team meetings, make outbound calls, communicate and relay necessary information or provide assistance with ongoing issues/provide support for anyone that is active in a call. In other words, we couldn't complete our job without NICE [CXone].

Pros

  • Receive and place calls.
  • Allow for call quality check.
  • Organize team meetings.

Cons

  • More options.
  • Easier functionality.
  • Better organization.
  • Keeps information organized.
  • Allows for smooth inbound and outbound calling.
  • Provides scripts without delay and allows flow to be established smoothly.
NICE CXone is much smoother and more responsive than other interfaces I have worked with in the past. Its general organization and response time are really pleasant and appreciated when working in an environment that takes call quality and time management seriously, and that, as well as NICE [CXone] being easy to navigate and use, makes it a great application.
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

NICE [CXone] is honestly well suited for many office situations, specifically those that let an agent or team lead review calls. This is very important in a customer service position because we oftentimes need to see our past mistakes so we will be able to fix them. It is also very handy and organized when it comes to hosting team meetings.

NICE CXone Mpower Feature Ratings

9.3
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
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

Comments

More Reviews of NICE CXone Mpower

  1. Home
  2. Contact Center Software
  3. NICE CXone Mpower Reviews
  4. User Review of NICE CXone Mpower