A swiss army for contact centers and general service businesses
November 09, 2021

A swiss army for contact centers and general service businesses

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use inContact to interact with customers via inbound/outbound calls and chats. We also use it in our service desk department. We're currently using it across our organization for production and it solves a lot of issues having to do with different applications, this is reduced by having everything in one application. Also, the admin dashboard that our supervisors, managers, and workforce personnel use is very easy to navigate and intuitive. Very straightforward well built application.

Pros

  • Chat
  • Calls
  • Email
  • Reporting
  • User management

Cons

  • Dark Mode
  • Revenue increase.
  • Low cost to operate.
  • Very good support when having issues.
Very complete skill set and feature set on the application, would totally recommend to anybody with a business with client interaction needs.

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

We use it in a call center environment, but I'm pretty sure the technology can be applied and suited for any type of business where the company needs to be contacted very often or if the client list is quite large. Can be used in support, sales, CS, medical, etc. I believe it to be less appropriate for a company that does physical meetings with clients, door-to-door sellers, and such. But I'm guessing this is where we want to tackle and get everyone on board.

NiCE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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