Great product but could use more hands on support
November 04, 2021

Great product but could use more hands on support

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is currently being used heavily by our Customer Support teams however we have implemented it across the rest of our operations departments. It helps us to provide the best support by allowing us to provide situational training to new hires, support training and feedback to current staff, and allow for us to understand what our customers need.

Pros

  • Call recording.
  • Sentiment feedback.
  • Service levels.

Cons

  • Reporting
  • IVR Route set up.
  • Dashboards
  • Launch Supervisor details-streamline.
  • Increased phone cost with limited support.
  • Positive increase on support.
I felt this was one of the most difficult parts of the system, the personalization and customization.
The overall usability is good but when you get into the reporting it becomes difficult.
Reporting could be simplified and offer more predetermined reports.

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

Easy to use and visually attractive.

NICE CXone Mpower Feature Ratings

6.9
Agent dashboard
7
Validate callers
7
Outbound response
8
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
5
Call tracking
5
Multichannel integration
7
CRM software integration
8
6.3
Inbound call routing
6
Omnichannel inbound routing
6
Recording
9
Quality management
8
Call analytics
8
Historical reporting
4
Live reporting
6
Customer surveys
2
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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