Best call application
November 02, 2021

Best call application

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Our department uses it, we use it as a contact entry tool for an IT Service Desk.

Pros

  • User-friendliness.
  • Good dashboards.
  • Good sound in calls.

Cons

  • Comparison of calls per agent on the dashboard.
  • Fewer failures at the close of the session.
  • Easier quality environment.
  • Less log-in problems.
  • Better call quality.
  • Best reports on power BI.
Excellent dashboards so you can correctly review the daily progress of the team, correctly update in real-time from which queues calls, chats, and emails have come in, and be able to update the available queues in each case adjusting it to the level of the agent. Agents can also see through dashboards that we have created ourselves.
The app is very easy to use, relatively any user having the level that has can review and adjust to the needs of the service, the application later for logins is very simple, it is not necessary to adjust with a specific server, the agents would have relatively easy to adapt even easier than other applications that we have already used.
Very simple and easy to use reports, for later use, you don't have to discard as many fields as other types of reports to load them automatically to power BI, then the dashboards are easy to configure and even intuitive for people who have never done dashboards with previous experience.
Yes - Genesys - Workspace, had many connection failures, always needed corporate network to connect, had multiple failures working from home so it was difficult to maintain a correct adherence with the agents because they could always report crashes that were not reflected in W.F.M. With NICE [CXone] this goes perfectly and there are usually no crashes.

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?

Yes

Would you buy NICE CXone Mpower again?

Yes

It is well suited for times when there are failures in office networks where an application with higher complexity at login times under these situations. It is unsuitable for times when higher security is required for login beyond a password. It is mainly recommended for industries where there is no budget to pay for dedicated servers for a calling application.

NICE CXone Mpower Feature Ratings

8.6
Agent dashboard
8
Validate callers
7
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
7
Interactive voice response
10
REST APIs
6
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
8.4
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
7
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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