NICE CXone almost as NICE as it sounds
November 09, 2021

NICE CXone almost as NICE as it sounds

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use NICE [CXone] every day in our work. It is used by a number of departments in our company. The greatest function is the single sign which allows us to sign into one program instead of multiple that we did previously. It has been successful so far, it would be great if they could fix audio issues with other programs such as zoom and Microsoft teams. This has caused many problems, if it were fixed this would make it an even greater program.

Pros

  • Single sign on.
  • Ability to answer direct calls while on a call.
  • Ability to oversee calls live and in the database.

Cons

  • Audio issues with other programs.
  • Conference/transfer issues.
  • Overhauled call processes into one system.
  • Implementing caused lots of tech issues and upset customers from dropped calls/audio issues/etc.
There are times when the system just doesn't work properly from screen pops to audio issues.
Yes - Jabber, Finesse; We had multiple programs and were able to get everything in one place with NICE [CXone].

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?

No

Would you buy NICE CXone Mpower again?

Yes

It works well for a large company answering a variety of calls. The system had to be configured for our needs and is still in the works to fix bugs that come up. Overall it is a good system that meets our company's needs.

NICE CXone Mpower Feature Ratings

7.2
Agent dashboard
7
Validate callers
7
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
8
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
Not Rated
CRM software integration
Not Rated
7.5
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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