NICE CXone - a great way to analyze call center data
November 04, 2021

NICE CXone - a great way to analyze call center data

Santosh Jha | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

[NICE CXone] is used by our organization to capture data for call centers and create reports based on that or the pre-defined reports of NICE CXone. IT is used by our BPO department. It addresses the day-to-day report publishing of different data to check the call center performance.

Pros

  • It captures the call center details in simplistic way.
  • It's custom report option gives great flexibility to create report as per your need.
  • Pre defined reports also helps to get the reports quickly.

Cons

  • It has limited Attributes and metrics options which could be increased.
  • Data download takes time, which could be made faster.
  • Dashboard should have customization option for better view.
  • It has reduced the manual hours effort in report making.
  • Live tracking of agents helps in better utilization of agents.
  • Historical reports helps to analyze the data and take actions based on that.
The features like the dashboard, prebuilt reports, and customized reports give the greater flexibility to get the desired reports, it saves time and effort and helps in taking actions at right time for the different stakeholders. Like in the dashboard we can see the current performance and activity of agents and make the better utilization of agents. custom reports give the option to create reports as per one's need.
Yes - It replaced AVAYA. Extraction of data is much easier compared to Avaya and the platform is simple and easy to be escalated for greater scope.
It has features of the custom report and prebuilt report which saves time and effort. Alos dashboard gives the live status of agents. Historical data can be pulled easily.

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?

Yes

Did implementation of NiCE CXone Mpower go as expected?

Yes

Would you buy NiCE CXone Mpower again?

Yes

Extracting the report from the prebuilt report is easy and convenient and a custom report gives great flexibility to create a report as per one's need. The dashboard gives the live status of agents which is good. Metrics or attributes numbers can be increased to have the drill-down option for reports at the micro-level.

NiCE CXone Mpower Feature Ratings

8.5
Agent dashboard
9
Validate callers
6
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
9
Interactive voice response
10
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
8
8.6
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
8
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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