One of the best, NICE CXone
November 01, 2021

One of the best, NICE CXone

Torie Walker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Here at Wyndham Capital Mortgage, we use the NICE inContact to connect with potential clients, realtors, and customers in general. We use the technology solely in the mortgage loan origination department, but it is a huge help to everyone, not just the LOs. The system addresses the business problem of having to manually dial out to each client. With the NICE CXone, our dialer rings out automatically.

Pros

  • Connecting me with new potential clients.
  • No slugging, no downtime, automatically connects.
  • Never drops my calls accidentally.

Cons

  • Calling the same client multiple times.
  • Not automatically hanging up on a dead number.
  • Sometimes the information doesn't pop up quickly.
  • It has positively impacted me by increasing my ROI tremendously.
  • Overall, my number of clients has increased thanks to MAX.
  • My coworkers have fewer arguments about outbounds and call transfers thanks to this system.
I rate it a 10 out of 10 because NICE CXone does the job that it's meant to do. Its simple efficient and straight to the point. It removed some of the stresses of my job. I'm able to relax and let NICE CXone do the dialing for me.

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

NICE CXone is well suited for the average LO at a company that is on an outbound type of campaign, that spends a lot of its time calling different borrowers. I think if you are on an inbound dialer it may be a less appropriate scenario. This system is a must for someone like myself who outbounds most of my day.

NiCE CXone Mpower Feature Ratings

9.1
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
8
CRM software integration
9
7.8
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
7
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of NiCE CXone Mpower

  1. Home
  2. Contact Center Software
  3. NiCE CXone Mpower Reviews
  4. User Review of NiCE CXone Mpower