A1 in my book!
November 09, 2021

A1 in my book!

Leatrice Berry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We work from home and NICE [CXone] is being used to make calls, receive calls, receive emails, and write emails to customers and team members. It really makes the job so easy cause it’s right there and it automatically pulls up the ticket for you so you can complete the task in a timely manner.

Pros

  • Park email.
  • Dialing out.
  • Masking a call for personal information.

Cons

  • Connectivity issues.
  • Refuses calls out of nowhere.
  • Helps complete the job.
It’s very easy to use and if you’ve never used it before you can still use it with no problems. It’s literally so simple to set up and get started.
Not Sure

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?

I wasn't involved with the selection/purchase process

Did implementation of NiCE CXone Mpower go as expected?

I wasn't involved with the implementation phase

Would you buy NiCE CXone Mpower again?

Yes

NICE [CXone] is well suited when having a huge workload and calls are coming in like crazy. The ticket will pop up with the customer incident number and name to help speed up the process so I know who I am talking to. Also, [it] helps that you can set it so you can answer a call versus the call coming straight through.

NiCE CXone Mpower Feature Ratings

7.8
Agent dashboard
10
Validate callers
9
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
4
Warm transfer
8
Predictive dialing
10
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
5
Multichannel integration
Not Rated
CRM software integration
10
7.4
Inbound call routing
7
Omnichannel inbound routing
6
Quality management
6
Call analytics
8
Historical reporting
6
Live reporting
8
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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