I recommend
November 09, 2021

I recommend

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

This program is great in bringing together a lot of information and tasks that took multiple applications and software with the old system my company used. This makes reviewing and bettering ourselves a lot more accessible. It's a huge improvement for my company.

Pros

  • Easier transfers.
  • Easy access to previous calls.

Cons

  • Static
  • Not showing info customers put into the system for long enough, this should be permanent on the contact and able to be copied and pasted.
  • It's made work easier.
  • Work is less dreadful.
It has common bugs like static and occasional sound issues. I also wish we could copy and paste in the customer put in the system. But overall it is a huge improvement and will only keep getting better, I'm sure.
Not Sure

Do you think NiCE CXone Mpower delivers good value for the price?

Not sure

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

It is easier in a lot of ways but just needs a little improvement.

NiCE CXone Mpower Feature Ratings

8.8
Agent dashboard
3
Validate callers
Not Rated
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
8
Interactive voice response
Not Rated
REST APIs
8
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
Not Rated
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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