Initial NICE CXone review after one month of using the software
November 02, 2021
Initial NICE CXone review after one month of using the software

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone is used by our entire organization for phone services. It allows us to connect with our practices and patients on a daily basis. We use it to auto-dial out to patients with delinquent accounts or accounts needing additional support, and it is used as a support line for practices and patients to call in.
Pros
- Good audio quality.
- Easy to transfer calls.
- Scheduling call backs or follow-ups.
Cons
- When making or listening to a call, it always pop-ups in a new window, instead of a new tab. Makes it challenging to navigate.
- There is a small text limit when leaving notes during phone calls, which does not allow us to track everything in the call when we receive calls regarding multiple patients.
- While reviewing phone calls for quality assurance, we are unable to locate notes that are left during the phone call.
- I would say this is too soon to tell, unfortunately. Our company has only been live on NICE CXone for less than a month.
I personally have not customized the platform.
Yes - PureCloud - the call quality was poor, we experienced a lot of system outages or glitches, and the reporting was not meeting our needs.
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?
I wasn't involved with the implementation phase
Would you buy NICE CXone Mpower again?
Yes
Comments
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