The Nice World of NICE CXone
November 28, 2021

The Nice World of NICE CXone

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

[NICE CXone] is used to manage our time with various ongoing calls. It has also helped me in knowing how much time I take for each task. Also, I have used it to know if any of my colleagues [are] available to help. It makes it very easy to use, especially when I have to contact another department or when someone has to call me.

Pros

  • Manage time.
  • Display if someone is available.
  • Fast

Cons

  • Sometimes it has connection issues.
  • Personalize options, regarding the color or display.
  • Conference call with 3+ phone numbers.
  • Helped on doing my job easier.
  • Manage my time better.
It is good in most cases, but I feel it has been having connection issues lately. I have felt that the connection issues [are] a big deal because sometimes I am not able to make calls, and that can be very unpleasant, but at least it is not very common to happen, and it does not last very much. But apart from that I really consider it to be very helpful in all other ways.
Not Sure

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?

Yes

Did implementation of NICE CXone Mpower go as expected?

Yes

Would you buy NICE CXone Mpower again?

Yes

Easy to use and very easy to understand how it works. Everything is clear, thanks to the different colors it shows. It has helped me several times when a customer wants to speak with a specific person, [and] I am able to see if they are available. Sometimes I would like to see the phone numbers of all who are on the call because I am only able to see the phone number of the one [who] called me.

NICE CXone Mpower Feature Ratings

8.6
Agent dashboard
8
Validate callers
7
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
9
Interactive voice response
8
Call scripts
9
Call tracking
8
8.8
Inbound call routing
8
Omnichannel inbound routing
8
Quality management
10
Historical reporting
8
Customer surveys
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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