Great Reporting Tool
November 02, 2021

Great Reporting Tool

Debbie Buttles | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

It is currently being used in our Client Solution Center along with RingCentral. The company implemented to be able to record department and individual metrics.

Pros

  • Tells you if a person is available or not.
  • Easy to use directory.
  • Allows disposition to see what types of calls are received.

Cons

  • Does not always ring properly.
  • Does not always save disposition on first try and you have to go back and forth.
  • Holds individual operators more responsible for incoming calls.
  • Allows management to see where there is a weakness in shifts.
  • Disposition allows tracking of calls for different departments and states.
It took some training and trial and error. Once all operators were able to use it properly, reporting went smoothly. There are still some small issues. A company needs to have enough time to tweak for their needs. Great product after that is completed.

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?

No

Would you buy NiCE CXone Mpower again?

Yes

NICE CXone is well suited for measuring call center metrics. The employee directory and transfer option work well. NICE CXone will show a missed call when it never rang. It is very sensitive.

NiCE CXone Mpower Feature Ratings

6.5
Agent dashboard
6
Validate callers
6
Outbound response
4
Call forwarding
6
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
7.8
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
7
Call analytics
10
Historical reporting
7
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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