My thoughts using NICE CXone for customer service and sales.
November 10, 2021

My thoughts using NICE CXone for customer service and sales.

Oscar Gaitan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Our organization utilizes the tool of NICE CXone to make and receive calls from our customers looking for excellent customer service, sales, offers, general questions, and solutions to their inquiries. NICE CXone is of great help in receiving and attending all the aforementioned calls, used by all of our departments.

Pros

  • Easy to use.
  • Provides detailed call information.
  • Includes great call resources.

Cons

  • Issues transferring calls.
  • Slow at times.
  • Could include more features, like a mute button.
  • Allows us to provide excellent customer service.
  • Allows us to follow up on sales and make commitments to each caller.
  • Problems transferring calls makes callers uneasy.
Overall NICE CXone is simple, effective, and flexible. It suites our needs for providing sales and customer service without many drawbacks. As for any issues, the only things we believe can improve are some technical issues such as when transferring calls or receiving callbacks; at times these fail to reach the client.

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 a great tool for providing customer service solutions, sales, and general information to our clients. I have been using NICE CXone since the very beginning of the time in my job and continue to use it. We provide sales and customer service so for us there is nothing where it isn't well suited.

NiCE CXone Mpower Feature Ratings

9.0
Agent dashboard
10
Validate callers
8
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call tracking
10
Multichannel integration
8
CRM software integration
9
9.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Live reporting
9
Customer interaction analytics
10
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