NICE CXone
November 10, 2021

NICE CXone

anand mahajan | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use this for chat, Voice, Email across all departments.

So far experience is Ok and not that great and lots of small features are missing from an Agent experience standpoint. Compared to cisco we do see quite a few features lacking.

Pros

  • API integrations.
  • Work from anywhere agent.

Cons

  • Lots of Issues and features missing on email (Digital platform - brand embassy).
  • Agent experience is really bad on chat and emails both when compared to Zendesk which is our existing product.
  • Still evaluating but compared to Zendesk, Cisco, Verint we do see lot of feature gap.
A lot of feature gaps from an agent and customer experience standpoint.
Yes - Cisco, Verint, and Zendesk - we are still in the evaluation phase and not sure what products we will replace.

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

Not sure

Are you happy with NICE CXone Mpower's feature set?

No

Did NICE CXone Mpower live up to sales and marketing promises?

Yes

Did implementation of NICE CXone Mpower go as expected?

No

Would you buy NICE CXone Mpower again?

No

Integrated softphone APIs are not available Can not maximize chat and an email window on search option on an email - agents can view any email across the different channel and queue Real-time reports are not that great example no way to see the agent is active on how many chats. If agents change the state to unavailable while on chat, the supervisor can not see and control that SSO does not integrate directly with AD, no way to set up an automatic way of onboarding and offboarding agent ANI masking is not feasible on Inbound calls. In chat, there is no way to set up auto-assignment On Voice there is no way to answer calls and it automatically connects with webrtc.

NICE CXone Mpower Feature Ratings

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

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