User friendly auto dialer
December 03, 2021

User friendly auto dialer

Kylie Milho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use it to filter our inbound and outbound calls to our customers. It works quite efficiently and we have many functions that we can use for it. It will let us know how many people are logged on for calls as well as how many people are in the call queue. It is also nice because we can add filtering options for the lists so it makes it easier for customers to be sent where they to go so it ends up creating less movement and having a customer on hold less.

Pros

  • Filtering calls
  • Multiple list functions
  • Can display the call queue
  • Easy to use functionality

Cons

  • We need a secondary auto dialer to use it
  • Different colors as red and blue do not clash well
  • The ability to customize things a bit more
  • Have the exact number instead of showing 99+
  • Cannot see more than 100 people calling will show 99+
  • Better and user friendly than others
  • Easy employee set up
It is super user-friendly, when it comes to business products if something is not user-friendly it makes it really hard to want to use long-term when no one can figure it out. NICE CXone is super user-friendly and all of the employees love how easy it is for us to get going and running for our day.

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 perfect for call center or customer service-based jobs. I would say out of all the customer service jobs I have had, this is the most user-friendly to be able to take calls through. This gives the options to disposition into several different areas and gives the ability to have that many dispositions.

NICE CXone Mpower Feature Ratings

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

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